IT Service Desk Manager - 60018963

Full Job Description

The Department of Administration's (Admin) Office of Technology and Information Services (OTIS) is the state’s central provider of IT services to state government agencies.

We are growing and now is a great time to join State Government! We are seeking a talented IT Service Desk Manager to join our team. This role is an integral part of our Service Desk team.

In this role you will be responsible for overseeing daily operations of the Department of Technology Operations (DTO) Service Desk and ensure delivery of high-quality, customer-focused technical support services.

Provide leadership and operational oversight of incident intake, service request fulfillment, and front-line IT support while supporting enterprise service delivery objectives.

Work under the strategic direction of the Service Delivery Manager to implement service management processes, maintain service performance standards, and support continuous improvement initiatives that enhance customer experience and operational efficiency.

This position is on site in Columbia, SC

Responsibilities of the IT Service Desk Manager:

• Oversee Service Desk Operations: Manage daily Service Desk operations to ensure timely and effective resolution of incidents and fulfillment of service requests in accordance with established service level agreements (SLAs), organizational policies, and IT Service Delivery best practices.
• Support Enterprise Service Delivery Objectives: Implement service delivery standards and operational strategies established by the Service Delivery Manager by monitoring performance metrics, identifying service trends, and executing continuous improvement initiatives.
• Coordinate Initial Incident Response and Escalation: Oversee initial incident triage, escalation procedures, and major incident coordination to ensure appropriate communication, stakeholder engagement, and timely restoration of services.
• Maintain ITSM Processes and Documentation - Develop, implement, and maintain Service Desk procedures, knowledge base content, and operational documentation to support service consistency, staff efficiency, and organizational knowledge sharing.
• Lead and support staff through coaching, training, and performance development. Streamline workflows while implementing management policies and organizational initiatives. Foster a positive, team focused environment.
• Execute ad hoc assignments promptly and accurately within specified timelines.

Requirements

• A bachelor's degree in information technology, management information science or a related field and experience in telecommunications, data processing and/or information technology. Relevant experience may substitute for the bachelor's degree on a year-for-year basis.
  

Additional Requirements:

• Knowledge of IT Service Management principles, incident and request management processes, and customer service delivery standards.
• Strong leadership, communication, and analytical skills to manage staff, monitor service performance, and support operational improvements.
  
• Position may require employee to work evenings and weekends.
• Position may be required to report to work during emergency situations.

Applicants indicating college credit or degree(s) on the application may bring a copy of college transcript to the interview. A copy of the transcript may also be uploaded as an attachment to the application, if required by the hiring department or if desired by the applicant. Please note that some areas of the Department may require an official, certified copy of the transcript prior to hiring or within a specific timeframe required by that area, after hiring. Failure to produce an official, certified transcript may result in not being hired or termination.

Qualifications

• Relevant certifications such as ITIL, HDI, CompTIA, or project and process improvement certifications are preferred.
  

Additional Information

The Department of Administration is committed to providing equal employment opportunities to all applicants and does not discriminate on the basis of race, color, religion, sex (including pregnancy, childbirth, or related medical conditions including, but not limited, to lactation), national origin, age (40 or older), disability or genetic information.

Supplemental questions are considered part of your official application. Any misrepresentation will result in your disqualification from employment.

Please complete the state application to include all current and previous work history and education.

A resume will not be accepted nor reviewed to determine if an applicant has met the qualifications for the position.

The South Carolina Department of Administration offers an exceptional benefits package for full time (FTE) employees:

• Health, dental, vision, long-term disability, and life insurance for employees, spouse, and children. Click herefor additional information.
• 15 days annual (vacation) leave per year
• 15 days sick leave per year
• 13 paid holidays
• Paid Parental Leave
• S.C. Deferred Compensation Program available (S.C. Deferred Compensation)
• Retirement benefit choices *
  • State Retirement Plan (SCRS)
  • State Optional Retirement Program (State ORP)

*Enrollment in one of the listed plans is required for all FTE employees; please refer to the contribution section of hyperlinked retirement sites for the current contribution rate of gross pay.