Central Office)

State of South Carolina•Lexington County, SC

4d•Onsite

About The Position

Are you passionate about making a real difference in people's lives? Join our team at the SC Department of Behavioral Health and Developmental Disabilities (BHDD) where we are dedicated to providing compassionate and accessible care to our community. We are seeking an IT Endpoint Regional Manager (Upstate) who is motivated to help individuals and families navigate life's challenges and achieve long-term wellness. If you want to use your skills to build a healthier, more resilient community, we encourage you to apply. This position is located at the SC Department of Behavioral Health and Developmental Disabilities (BHDD), Central Office, 400 Otarre Parkway Cayce, SC 29033. As the IT Endpoint Regional Manager for the Upstate region, you will manage the Endpoint Support team of end-user support technicians in the Upstate region for BHDD, ensuring support is provided efficiently and effectively. Analyzes, documents, reviews, and updates procedures for implemented endpoint technologies. Develops strategies, standards, and procedures for use by the service desk and computing support technicians, and manages assigned endpoint technology and Infrastructure projects.

Requirements

A bachelor's degree in communications, business administration, information technology, mathematics, statistics, management information science or a related field.
Experience in telecommunications, data processing and/or information technology.
Relevant experience may substitute for the bachelor's degree on a year-for-year basis.
Demonstrated experience leading endpoint support, desktop support, service desk coordination, or related IT support operations.
Experience should include supervision or lead coordination of technical staff, ticket triage, customer service, endpoint Imaging/deployment, troubleshooting, documentation, and coordination with infrastructure, security, application, and vendor teams.
This position is essential for regular dally business operations and may be required to report to work during emergency situations or hazardous weather events as directed by management.
Position may require travel to BHDD facilities, routine driver duties, evening/weekend work, on-call or call-back support, use or a mobile communications device, and lifting or moving endpoint equipment up to 50 lbs.
Knowledge of the principles and techniques of plannlng programs and work activities In an Information technology environment.
Ability to plan and supervise the implementation of short- and long-range information technology-based activities and objectives.
Ability to plan, organize, direct, and review the work of technical personnel.
Ability to establish and maintain working relationships with users, technical staff, management, vendors, and others.
Knowledge of the needs and priorities of the agency.

Nice To Haves

Supervisory experience In a multii-site enterprise IT environment
Experience with IT service management / ticketing tools
Microsoft 365, Windows, endpoint management, imaging, remote support, and asset/inventory processes; and ITIL Foundation, CompTIA A+/Network+/Security+, Microsoft endpoint-related, or project management certification.
Bilingual abilities in English and Spanish (or another language) are a plus.

Responsibilities

Supervise staff to include preparing performance planning and evaluation documents and related personnel paperwork. Coach, counsel and train employees. Establish and monitor work processes, implement management policies and Initiatives, promote teamwork, and ensure regional endpoint staff are trained and accountable for assigned support work.
Manage the Upstate Region Endpoint Support Team. Provide oversight and operational management of endpoint support tickets; plan and document support procedures; guide team members in remote support tools, imaging, on-site troubleshooting, coordination with the Service Desk, escalation of Issues, timely resolution, and improvements to customer support.
Coordinate, compile, develop, and maintain documented processes and procedures for implemented endpoint technologies as they relate to endpoint support. Collaborate with support technicians and the Service Desk to identify needed documentation, ensure accurate process documentation, and train support technicians and service desk team members as needed.
Perform operational support and debugging and serve as liaison between support technicians, engineers, system administrators, and application vendors for escalated support issues.
Research, elevate, and implement approved measures to increase security, reliability, and confidentiality of endpoint solutions and coordinates customer support Issues with agency representatives.
Operationally manage endpoint technologies to ensure infrastructure, software, and system configurations are maintained.
Monitor, research, elevate, schedule, and Implement approved upgrades, patches, and configuration changes; follow change management policy; meet project deadlines; and research improvements to ticketing workflows and support processes.

Benefits

Health, dental, vision, long-term disability, and life insurance for employees, spouse, and children.
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
Retirement benefit choices
State Retirement Plan (SCRS)
State Optional Retirement Program (State ORP)

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