Hiring Organization / Company: State Of Ohio Jobs
Basic Salary: To Be Discussed
Employement Type: Full-Time
Service Desk Manager (Admin Staff)(21000409)
Service Desk Manager
As Ohio’s Secretary of State, Frank LaRose is doing his part to deliver a thriving democracy and a prosperous economy for all Ohioans. In his role as the state’s chief elections officer, he’s working to ensure that Ohio’s elections are both secure and accessible. And, as the first stop for new businesses in the Buckeye State, he is assisting entrepreneurs as they receive articles of incorporation for a new business.
The Ohio Secretary of State is currently seeking candidates for a Service Desk Manager. The duties of the Service Desk Manager position include but are not limited to:
The Service Desk Manager is responsible for managing daily operations of the service desk, managing the service desk team, representing the team to other stakeholders and ensuring that the service desk is constantly developing and improving. Specifically, this position manages the Secretary of State Enterprise ServiceDesk which is responsible for providing comprehensive technical support to the Ohio Secretary of State (SOS) staff and all 88 county Board of Election offices on a web-based, and/or networked environment using established methods and procedures; performs remote troubleshooting; directs unresolved issues to the next level of support personnel; record events, problems and their resolution in established tracking system. Manages SOS ServiceDesk staff to oversee the agency network (e.g., when accessed via remote devices such as laptops, smart phones, tablets or other wireless and mobile devices) to eliminate potential entry point for security threats by requiring endpoint devices to comply with specific criteria before they are granted access. Oversees the standard image, application, and operation system updates (i.e., patch management processes) to create a consistently configured environment that is secure against known vulnerabilities. Establishes and maintains SOS Service Level Agreements (SLAs) that document, track and prioritize timeframes to effectively deliver on IT task and services. Establishes and maintains metrics to analyze, measure and improve the quality and efficiency of IT services, ensuring a top-notch customer service experience. Collaborates with SOS staff (e.g., IT staff, Human Resources, Financial Affairs) to oversee and ensure accurate asset management (e.g., computers, laptops, PC procurement). Manages and coordinates the IT on/off boarding process for SOS employees to ensure timely and accurate hardware assignment, network systems access/inactivation, and IT related instructions and training. Establishes and maintains procedures for use of agency shared PC resources (e.g., conference rooms, collaborative spaces). Develops, implements, and maintains policies and procedures pertaining to the administration of the SOS Enterprise ServiceDesk. Oversees technical assistance provided to external and internal customers. Develops and provides continuing training for SOS staff. Works with IT management. supervisors and team leaders to ensure standardization of policies, procedures, and quality of services related to data communications, telecommunications, network administration and application administration.
Analyzes and designs large and/or complex computer systems; analyzes user needs and existing functions; analyzes hardware and software alternatives; reviews and/or writes system documentation; reviews and/or develops system test data and procedures and oversees and monitors system test results and/or designs data base files.
Provides technical computer assistance/information to users; troubleshoots and corrects complex computer-related problems; contacts and/or meets with users to discuss program/system plans, revisions and/or problems; contacts and/or meets with Ohio Secretary of State computer representatives to coordinate data base storage, computer operations and/or to exchange information; attends meetings to discuss projects and to participate in design, development and implementation of automated systems and their associated impact on data communications, telecommunications and network operations. Stays abreast of new technologies and industry standards (e.g., via training, literature review, and networks). Attends training classes and/or seminars; reads literature to keep abreast of and evaluate any emerging trends and technologies. As assigned, serves as a member of a disaster recovery team, incident response team, or other teams which may include the conduct of operations on a 24/7 basis.
Unusual Working Conditions: This position is Unclassified, overtime exempt.
Travel as needed. Must provide own transportation, or, in order to operate a state vehicle, must have a valid driver’s license from state of residence.
Minimum of two years proven working experience leading/supervising technical employees
Excellent client-facing and internal communications skills
Excellent written and verbal communications skills
Solid organizational skills including project management, attention to detail and multitasking skills
Strong working knowledge of KACE/Service Now (24 month minimum) and MS Teams (6 month minimum)
Bachelor's Degree in an appropriate field of study or equivalent work experience
The final candidate selected for this position will be required to undergo BCI criminal background and Unclassified Services background checks. Criminal convictions do not necessarily preclude an applicant from consideration for a position. An individual assessment of an applicant's prior criminal convictions will be made before excluding an applicant from consideration.
The final applicant selected for this position will be required to submit to urinalysis prior to an appointment to test for illegal drug use
Job Location Information:
Location: Columbus, Oh
Date Posted: 2021-06-10
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