IT Supervisor II - End User Support

State of South Carolina • Richland County, SC

3d • Onsite

About The Position

Responsible for overseeing the help desk team ensuring timely and accurate customer service, and resolving the technical issues effectively. The South Carolina Law Enforcement Division (SLED) is a premier statewide law enforcement agency dedicated to serving and protecting the citizens of South Carolina. With a proud history rooted in integrity, professionalism, and public service, SLED is committed to providing high-quality investigative, intelligence, and forensic services to support law enforcement agencies across the state. At SLED, we value dedication, ethical conduct, accountability, and a strong commitment to justice. Our agency plays a vital role in maintaining public safety and supporting criminal justice efforts at the local, state, and federal levels. From advanced forensic science to homeland security, criminal investigations, and criminal justice information systems, SLED's diverse responsibilities make it one of the most dynamic law enforcement agencies in the state. We foster a professional work environment where teamwork, respect, and continuous improvement are fundamental. Our employees are held to the highest standards and are given opportunities to grow within a mission-driven organization that makes a meaningful difference in South Carolina communities.

Requirements

• A bachelor's degree in computer science or a related area and experience in computer system development and modification. Relevant experience may substitute for the bachelor's degree on a year-for-year basis.
• Advanced knowledge of Microsoft 365, Entra ID (Azure AD), Intune, Windows Server, Active Directory, cybersecurity, networking, and ITIL service management principles, with strong troubleshooting and technical support expertise.
• Ability to supervise and mentor Help Desk staff, manage service desk operations and SLAs, resolve complex technical issues, analyze performance metrics, communicate effectively with stakeholders, and lead continuous service improvement initiatives in a Microsoft enterprise environment.
• This position supports 24/7 end user support services and may require on-call availability.

Responsibilities

• Supervise help desk and desktop support technicians to ensure prompt and effective support.
• Assign tasks and monitors workload to ensure balanced distribution and optimal productivity.
• Report unbalanced workloads to management.
• Conduct training sessions for new support staff and ongoing development for current team members.
• Act as a Subject Matter Expert (SME) for the resolution of technical issues related to the installation, deployment, and upgrade of software and hardware across the Division.
• Serve as an escalation point for complex or unresolved technical issues requiring advanced expertise.
• Oversee 24x7 operational support and service availability, ensuring continuous monitoring, incident response, and coordination of after-hours support activities.
• Ensure timely and accurate communication with end users and management regarding the status of requests, system issues, and planned or unplanned IT service changes or outages.
• Ensure compliance with established Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) for IT support services.
• Analyze ticket trends to improve support efficiency and reduce recurring issues.
• Ensure all support requests are addressed with professionalism, courtesy, and efficiency, enhancing the overall end-user experience.
• Suggest and implement proactive measures to minimize downtime and improve user productivity.
• Identify opportunities for process improvement and contribute to the development of IT support policies & procedures.

Benefits

• Health, Dental, Vision, Long Term Disability, and Life Insurance for Employee, Spouse, and Children
• 15 days annual (vacation) leave per year
• 15 days sick leave per year
• 13 paid holidays
• Paid Parental Leave
• State Retirement Plan and Deferred Compensation Programs

What This Job Offers

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