Description

• Lead IT Support Team: Oversee and support the Service Desk team to ensure seamless IT services and positive customer interactions across the agency. Provide an environment that encourages team growth, engagement, and success.
• Develop and Communicate IT Strategy: Work with agency leaders to understand needs, set the strategic direction for IT support services, and lead the Service Desk in aligning with the Department’s mission and goals.
• Manage Service Operations: Oversee daily service desk operations, including resource allocation, incident management, and quality assurance, to maintain efficient and reliable IT support for staff and customers.
• Handle Budgeting and Asset Management: Help manage an annual budget exceeding $2.5 million, and oversee asset tracking and lifecycle management for over 5,800 IT resources, including hardware, software, and mobile devices.
• Drive Innovation and Process Improvement: Lead initiatives to improve IT processes, update tools, and ensure staff have the resources needed to meet evolving technology needs.
• Plan for Service Expansions and Transitions: Develop and implement plans for new service rollouts, including training, communication, and resource management to ensure smooth transitions.

• You embrace cultural humility by honoring diverse perspectives and cultures.
• You are committed to equity and inclusion, removing barriers, championing social justice, and fostering a sense of belonging.
• You use an outward mindset to make impactful contributions, blending your personal expertise with collaborative achievements.
• You excel at problem-solving and crafting effective solutions while communicating clearly across different mediums.
• You are dedicated to customer service and navigate diverse interactions to build strong organizational relationships.
• Your technical competence shines, making you an invaluable asset to our team!

• 7+ years of progressive professional IT experience. This experience must include five (5) or more years of experience managing staff.
• 6+ years of IT customer support and IT call center experience operating in an IT Service Desk environment.

• Commit to a full-time 40-hour work week schedule (flexible work schedule requests must be approved supervisor).
• Communicate through applications such as MS Teams and MS Outlook, and by phone while working remotely.
• Adjust my work schedule occasionally to align with business needs, which may entail working evenings and weekends.
• Perform my job duties either remotely from home or in-person at the designated DOH site location.
• Occasional travel may be necessary, sometimes requiring overnight stays or trips out of state. You must be able to legally drive a vehicle or arrange alternative transportation for state business.
• Engage in emergency response exercises and high-priority assignments as assigned during emergency events.
• Representation: This position does not have union representations and is not covered by a Collective Bargaining Agreement (CBA).

• Resume
• Cover letter
• References
• DD-214 (if applicable)

• REMOVE personal photos – DO NOT submit any documents containing personal photos.
• Transcripts
• Certifications or Diplomas
• Projects or Portfolios
• Letters of Recommendation