WT: HELP DESK MANAGER - 41500051

State of Florida • Tallahassee, FL

22d • $65,000 - $70,000 • Hybrid

About The Position

The Florida Gaming Control Commission is responsible for exercising all regulatory and executive powers of the state with respect to legal gaming, including pari-mutuel wagering, cardrooms, slot machine facilities, oversight of gaming compacts, and other forms of gambling authorized by state law, excluding the Lottery, as well as directly enforcing Florida’s gaming laws and combatting illegal gambling activities. The agency is overseen by five Commissioners who are appointed by the Governor, with Commissioners appointing an Executive Director who leads a team of more than 200 staff members. The mission of the Florida Gaming Control Commission is to preserve and protect the integrity of gaming activities through fair regulation, licensing, effective criminal investigation, and enforcement. The Commission offers a supportive work environment that fosters growth and collaboration.

Requirements

• Four (4) years of workstation support experience. A bachelor’s degree in an IT related field from an accredited college or university may substitute for the required experience.
• One (1) year of experience in a team lead or managerial role.
• Proven experience with infrastructure support, including networking, Azure Active Directory (Entra ID), Microsoft 365 tools, and current operating systems.
• Experience leading efforts in infrastructure to include networking, Azure Active Directory (Entra ID), and/or Workstation Support.
• Experience with IT inventory management, identity management, and service quality improvement.
• Familiarity with cloud services, telephony systems, and remote user support.
• Proven history of solving hardware and software problems.
• Demonstrated ability to lead teams, manage projects, and coordinate with vendors and contractors.
• Willingness and ability to travel extensively across Florida.

Nice To Haves

• Knowledge of principles and processes involved in business and organizational planning, coordination, and execution.
• Knowledge of security principles and processes.
• Knowledge of cloud computing and cloud-based infrastructure.
• Knowledge of current trends and State of Florida initiatives in the area of management information systems.
• Knowledge of Microsoft PowerShell and the ability to write, modify, and troubleshoot scripts.
• Strong oral and written communication skills.
• Strong troubleshooting skills for both hardware and software issues.
• Proficiency in managing, leading, directing, coordinating, and supervising staff's work.
• Ability to communicate information technology issues effectively with non-technical users.
• Ability to maintain an accurate inventory of IT equipment.
• Ability to manage large scale technology projects.
• Ability to manage vendors and team members.
• Ability to lift and move up to 50 pounds.
• Ability to provide leadership and motivation to IT support staff.

Responsibilities

• Leading and managing the workstation support/help desk team, ensuring timely and effective support for end users across multiple office sites
• Troubleshooting and supporting PCs, network communications, agency applications, and telecommunications systems
• Overseeing the operation and maintenance of end-user computing devices, printers, storage devices, mobile devices, and VoIP/collaboration tools
• Managing cloud infrastructure environments including Microsoft Azure and Amazon Web Services, and serve as Microsoft 365 global administrator
• Directing identity and access management processes across enterprise systems including Microsoft Entra ID (Azure AD)
• Ensuring alignment between IT services and business objectives through strong stakeholder relationships
• Maintaining accurate IT inventory records and ensuring quality management of services with a focus on continuous improvement
• Maintaining technical documentation, system images, patching schedules, and IT inventory
• Traveling to remote offices across Florida to provide on-site IT support
• Supervising and motivating IT support staff, managing vendors, and overseeing technology projects and budgets

Benefits

• Low premium health, dental, vision, life, and supplemental coverage options!
• Paid personal time that includes annual leave, sick leave, nine paid holidays, and one personal holiday!
• Paid administrative leave for mentoring, volunteering, voting, and more!
• Family planning support that includes adoption benefits and paid/unpaid leave options for family and medical responsibilities!
• Retirement plans that include employer contributions (For more information, please click www.myfrs.com)!
• Deferred compensation plans!
• FREE basic life insurance plus additional options for you, your spouse, and children!
• Flexible Spending Accounts!
• Tuition waivers!

What This Job Offers

• Job Type: Full-time
• Career Level: Manager