IT Service Desk Manager / IT Manager I (Central Office)

State of South Carolina • Lexington County, SC

3d • 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 Service Desk Manager 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 Service Desk Manager, you will be responsible for overseeing daily operations of the BHDD Service Desk and ensuring delivery of high-quality, customer-focused technical support services. This position will provide leadership and operational oversight of incident intake, service request fulfillment, and front-line IT support while supporting enterprise service delivery objectives. The role will work under the strategic direction of BHDD Service Delivery leadership to implement service management processes, maintain service performance standards, and support continuous improvement initiatives that enhance customer experience and operational efficiency.

Requirements

• A bachelor's degree in communications, business administration, Information technology, mathematics, statistics, 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.
• Experience in IT service desk operations, end-user support, incident and request management, customer service delivery, service level monitoring, and supervision or leadership of technical support staff.
• Experience should include documenting procedures, managing ticket queues and escalations, monitoring service performance metrics, coordinating staff schedules and training, and supporting continuous Improvement of IT Service Management processes.
• Knowledge of IT Service Management principles, incident and request management processes, service level agreements.
• Knowledge of knowledge management, and customer service delivery standards.
• Ability to lead, coach, schedule, and evaluate Service Desk staff; analyze service trends and performance metrics.
• Ability to communicate effectively with users, technical teams, vendors, and management.
• Ability to prioritize work in a high-volume support environment.
• Ability to coordinate escalations and major Incident response; and recommend service Improvements.
• Strong written, verbal, analytical, documentation, and problem-solving skills.

Nice To Haves

• Experience managing an enterprise Service Desk or technical support team
• Working knowledge of ITIL/ITSM practices, SLAs
• Knowledge management, first-call resolution, major incident coordination, and customer satisfaction reporting
• Relevant certifications such as ITIL, HDI, CompTIA, Microsoft, project management, or process improvement certifications.
• Bilingual abilities in English and Spanish (or another language) are a plus.

Responsibilities

• Provide leadership and operational oversight for daily BHDD Service Desk operations to ensure timely, effective resolution of incidents and fulfillment of service requests in accordance with service level agreements, organizational policies, and IT Service Delivery best practices.
• Implement service delivery standards and operational strategies established by BHDD Service Delivery leadership.
• Monitor performance metrics, identify service trends, evaluate workload and ticket patterns, and execute continuous improvement initiatives to improve customer support and operational efficiency.
• Coordinate initial incident response and escalation procedures, including Incident triage, prioritization, communication, stakeholder engagement, and major incident coordination to support timely restoration of services and appropriate escalation to infrastructure, applications, endpoint, and other IT teams.
• Supervise, coach, train, and evaluate Service Desk personnel. Manage staffing schedules, workload distribution, training needs, performance expectations, and accountability while fostering a professional, customer-focused support environment.
• Develop, implement, review, and maintain Service Desk procedures, knowledge base content, ticket handling standards, and operational documentation to support service consistency, first-call resolution, staff efficiency, and organizational knowledge sharing.

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)

What This Job Offers

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