State Administrative Manager 15 - Information Center Manager

State of Michigan • Lansing, MI

2d

About The Position

This position serves as the overall day-to-day manager of the Department of State Information Center (DSIC) Section. The role is responsible for overseeing staff, ensuring performance standards are met or exceeded, and fostering a culture of customer satisfaction. The primary objective involves articulating and reporting data, leading the call center, and serving as a backup to the State Division Administrator. The DSIC section comprises four units: Tier 1 and Appointment Team (public-facing call center), Tier 2 (second-level public support for complex inquiries, often driver license related), Quality Assurance Unit (evaluating calls and emails for quality/service standards), and Field Support Technology Unit (supporting branch offices with technology solutions, testing, and support). DSIC handles approximately 15,000 calls per week, aiming to improve customer and employee experience by providing accurate and timely information, and relaying feedback from callers to relevant department areas and outlying agencies.

Requirements

• Possession of a bachelor's degree in any major.
• Four years of professional experience, including two years equivalent to the experienced (P11) level or one year equivalent to the advanced (12) level.
• Must submit to and pass a pre-employment drug test.
• Criminal records will be checked; any position offer will be conditional until results indicate eligibility for employment.
• Attach a resume and cover letter to the application.
• Attach a copy of official transcripts if qualifying based on a bachelor's degree.
• For foreign college or university degrees, academic credentials must be evaluated or converted into U.S. educational equivalents unless recognized by CHEA.
• Use of AI in the selection process is not permitted.

Nice To Haves

• Two years of safety and regulatory or law enforcement experience at the 14 level (alternate qualification).
• One year of safety and regulatory or law enforcement experience at the 15 level (alternate qualification).

Responsibilities

• Serve as the day-to-day manager of the Department of State Information Center (DSIC) Section.
• Oversee staff in the DSIC section.
• Ensure performance standards meet or exceed expectations.
• Create a culture of customer satisfaction.
• Articulate and report data.
• Lead the call center.
• Serve as a backup to the State Division Administrator.
• Provide accurate information in a timely manner.
• Provide feedback from callers to corresponding areas of the department and outlying agencies.

What This Job Offers

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