IT Service Desk Manager

Salary: $46,655.00 - $66,488.00 Annually
Location : Florence
Job Type: Full-Time
Job Number:
Division: Information Technology
Department: Information Technology
Opening Date: 03/05/2025
Closing Date: 4/30/:59 PM Eastern

Description

Job Responsibilities:

Under the general supervision of the Director of Information Technology, serve as primary coordinator of IT technical support for the College, to include management of the Service/Helpdesk, maintenance of appropriate documentation pertaining to IT systems and processes. Assist with setup/takedown and diagnosis/repair of computers, peripherals, and other information technology devices as may be needed. Provide backup support for Datatel applications administration.
Examples of Duties

Job Functions:

1. Oversee day-to-day operations of the service desk team, ensuring efficient delivery of customer support, desktop management, and lifecycle processes, event support, printing, and AV/classroom technology support. Serve as the primary point of escalation for critical operational issues, ensuring timely communication with stakeholders and resolution of service-impacting incidents.

2. Collaborate with other team members on the development and implementation plans for technologies and services for the campus (e.g., Workstation Management, Classroom technology upgrades, SaaS/cloud adoption). Ensuring staff are adequately trained on service desk processes and tools.

3. Responsible for management duties of the Service Desk Team (e.g., regular team meetings, hiring, performance management) including team members and student employees. Tracking key performance indicators (KPIs) like average ticket resolution time, first contact resolution rate, and customer satisfaction scores.

4. Monitoring adherence to SLAs for response times, resolution times, and escalation procedures Proactively identify potential SLA violations and taking corrective actions Communicate and coordinate with staff and leadership to ensure operational issues impacting service quality are escalated, communicated, and resolved in an expedient fashion.

5. Produce and review historical reports regarding projects and tickets in the service desk work queue; share performance and any insights with the Director of IT in an effort to resolve issues and ensure efficient resolutions. Collaborate with appropriate stakeholders to discuss any changes in the reporting processes.

6. Ensure 100% of team members complete a defined set of training modules annually (e.g., tools, processes, emerging technologies). Conduct quarterly performance reviews with documented improvement plans for underperforming team members.

7. Other duties as assigned.
Typical Qualifications

Minimum Requirements:

A high school diploma and experience in office automation systems, data communications system design, installation, operation, repair, sales or marketing, or processing of information in a data processing environment or related systems. A degree in a related field may be substituted for the required experience on a year-for-year basis.

Preferred Requirements:

Bachelor's degree in comp science or mgmt. info science and one (1) year exp in helpdesk or service desk management; or an associate's degree in comp science or comp tech and three (3) years exp as a team lead with comp system development & modification; or HS diploma and five (5) years exp in comp programming or comp system development & modification. Knowledge of PC operations and applications, including basic troubleshooting and repair. Knowledge of network concepts. Must possess excellent verbal and written communication skills and be able to effectively interact with faculty, staff, college administration, students, and other clients. Must exercise sound judgement in trouble analysis and resolution. Must be able to work with minimal supervision by the Director of Information Technology. The candidate must be able to participate in a team-oriented environment and exhibit a strong commitment to customer service. Some overnight travel may be required for training. Some after-hours or weekend work may be required for problem resolution.
Supplemental Information

Anticipated Work Schedule:

Monday - Thursday, 8:00 am - 5:30 pm, Friday, 8:00 am - 11:30 am

How to apply:
Please complete the State application to include current and previous work history and education. A resume' may be attached, but not substituted for completing work history and education sections of the application. Please upload copies of all College transcripts with your application and resume'. Florence-Darlington Technical College, P.O. Box 100548, Florence, SC . EOE/AA/ADA/M/F/D/V are encouraged to apply.
To claim Veteran's Preference, all eligible persons must select their veteran's status on the application and submit a DD Form 214. Certificate of Release or Discharge from Active Duty upon request and prior to an interview. Persons claiming veteran status without accompanying documentation (DD Form 214) shall not receive preference. "Veteran" means a person who served in any branch of the United States Armed Forces on active duty, for reasons other than training, and was discharged under honorable conditions.

Position Number:

AM51 SB 6 Legacy
Benefits for State Employees

The state of South Carolina offers eligible employees generous benefits, including health and dental insurance; retirement and savings plan options; and paid vacation and sick leave. Plus, work-life balance programs such as telecommuting and flexible work schedules are available to employees of some state agencies.

Insurance Benefits
Eligible employees may enroll in , which includes prescription coverage and wellness benefits. include dental, vision, term life insurance, long term disability and flexible spending accounts for health and childcare expenses.

Retirement Benefits
State employees are also offered , including defined benefit and defined contribution plans. Additionally, eligible employees may elect to participate in the , which is a voluntary, supplemental retirement savings plan offering 401(k) and 457 plan options.

Workplace Benefits
State employees may also be eligible for , including tuition assistance; holiday, annual and sick leave; and discounts on purchases, travel and more.

Note: The benefits above are available to most state employees, with the exception of those in temporary positions. Employees in temporary grant and time-limited positions may be eligible for all, some or none of these benefits as benefits are associated with each position type. For these positions, contact the hiring agency to determine what benefits may be available.
01

Do you have a high school diploma and experience in office automation systems, data communications system design, installation, operation, repair, sales or marketing, or processing of information in a data processing environment or related systems? A degree in a related field may be substituted for the required experience on a year-for-year basis.

• Yes
• No

02

Do you have one (1) year helpdesk or service desk management experience?

• Yes
• No

03

Do you have knowledge of PC operations and applications, to include basic troubleshooting and repair?

• Yes
• No

Required Question