DTI Lead Service Support Specialist

DelDOT; Dover (DE); On-site; USD 65,000 - 90,000; Full time

Benefits offered by this job

Health Plan

Tuition reimbursement

Pension plan

Paid time off

Job summary

The Department of Technology & Information (DTI) in Delaware is seeking a Lead Service Support Specialist to oversee the help desk for its customer base. You will supervise a team, ensure incident management policy adherence, and escalate complex issues to higher levels of support.

You will also develop training, maintain documentation, and monitor performance metrics to improve service delivery. Telework is eligible under Delaware policy; a hybrid work arrangement is available where duties

Qualifications

• Must have a high school diploma or GED.
• Within last 3 years must have spent at least 2 years working on an IT Service Desk.
• A minimum of 1 year experience with ServiceNow.
• A minimum of 1 year experience conducting help desk training.

Responsibilities

• Coordinate a team of Service Support Specialists to maintain day-to-day help desk support.
• Execute Service Desk policies and procedures for incidents and requests.
• Ensure incidents are diagnosed and escalated to level 2 and 3 support.
• Communicate incident status and outages to customers and management.
• Log incidents in the tracking system and monitor SLAs.
• Develop and maintain knowledge base repository.
• Provide hands-on PC and peripheral support as directed.
• Generate help desk performance statistics.
• Train new and existing staff on Service Desk processes.

Skills

IT Service Desk

Technical phone support

Training staff

Customer service

Communication

Education

High school diploma or GED

Bachelor’s degree preferred

Tools

ServiceNow

Help desk software

Job description

Introduction

Looking for a rewarding career in the fast-paced technology industry? Look no further! The Department of Technology & Information (DTI) is Delaware’s central IT organization committed to providing technology services and collaborative solutions for Delaware while working to improve the lives of Delawareans through advanced technologies that innovate government services. Employment with DTI is an opportunity to work in a collaborative environment that offers opportunities for professional development. DTI employees have the chance to work with 'best in class IT companies' offering our employees experience operating with some of the most talented in their field. In addition to recruiting and retaining the best and brightest, DTI acknowledges and values the diversity of our employees. DTI recognizes that fostering a diverse workforce provides remarkable benefits in terms of innovative thinking, increased collection of skills and experiences, greater teamwork, and higher morale. To learn more visit DTI’s Website at https://dti.delaware.gov/. DTI offers a robust hybrid work policy for employees whose job duties are conducive to working remotely.

Summary Statement

The Lead Service Support Specialist provides day-to-day supervision to the help desk support team for the customer base of the Department of Technology and Information (DTI). This position reports directly to the Service Desk Supervisor. The incumbent is responsible for the following:

• Coordinating a team of Service Support Specialists to maintain day to day help desk support for the Department of Technology and Information.
• Execution of DTI Service Desk contact, incident, and request management policies and procedures.
• Ensuring Service Support Specialists adequately diagnose and troubleshoot all computer-related incidents.
• Ensuring all problems and incidents are adequately escalated to level 2 and level 3 technical support entities.
• Ensuring all incident status and system outage notifications are adequately communicated to customers, technical staff, and applicable management entities.
• Ensuring all incidents and problem resolution activities are logged into a computerized tracking system. Responsible for monitoring incident and request tickets to ensure resolution occurs within established service level thresholds.
• Developing and maintaining a robust and accurate knowledge base repository.
• Ensuring hands-on PC and peripheral equipment troubleshooting, repair and installation support is provided to DTI staff and customers as directed.
• Generating help desk related performance statistics.
• Training all new Service Desk support staff and providing Service Desk related training to DTI staff and customers, as required.
• Performing other tasks, as assigned.

Selective Requirement

• Applicant must possess a high school diploma or GED.
• Within last 3 years must have spent at least 2 years working on an IT Service Desk.
• A minimum of 1 year experience with ServiceNow.
• A minimum of 1 year experience conducting help desk training

Preferred Qualification

• Possess a Bachelor’s degree with emphasis in Computer Science, Information Systems, I/T discipline or a related field.
• Certification in one or more is preferred: CompTia A+, Network+, MCSA, MCSE, or CCNA.

Job Requirements

• A minimum of 5 years’ experience working in a computer technical environment.
• A minimum of 5 years’ experience providing technical phone support on a help desk and customer service support.
• A minimum of 4 years’ professional experience troubleshooting, installing, upgrading, and repairing personal computers, and peripheral devices.
• A minimum of 4 years’ experience with automated help desk application tools.
• A minimum of 1 year of experience with developing, evaluating and maintaining functional and technical documentation.

Additional Posting Information

The State of Delaware recognizes the value of�telework and flexible working schedules. This position is eligible for Telework and Alternative Work Schedules according to the State of Delaware’s Alternative Work Arrangement Policy. More information will be shared at the time of interview.

Conditions of Hire

• Pre-employment Drug Testing: Upon a conditional offer, you must undergo pre-employment drug testing as part of the hiring process.
• Criminal background check: A satisfactory criminal background check is required as a condition of hire. The recruiting agency may require the applicant to pay for the criminal background check as part of the conditional offer of hire.
• All new hires are required to report to the Statewide New Employee Orientation (SNEO) on their first day of employment. Sessions are held at designated locations in Kent or New Castle County.
• Applicants must be legally authorized to work in the United States. The State of Delaware Executive Branch participates in the Federal E-Verify system where the State will provide the federal government with each new hires Form I-9 information to confirm that you are authorized to work in the U.S. For more information refer to our job seeker resources.

Benefits

• Group Health Plan, Dental Plan, Vision Plan, Prescription, Flexible Spending (Health and Dependent Care), Long & Short Term Disability Insurance, Group Universal Life Insurance, Accident & Critical Illness Insurance, Health Management Programs.
• 21 paid vacation days, 15 paid sick days, 13 paid holidays, Up to 12 weeks paid Parental Leave.
• Tuition reimbursement up to $4,000 annually.
• State funded learning opportunities, mentor programs and professional development opportunities.
• Employee Assistance Program: Access to support services such as Professional Counseling Services, Legal Services, Financial Services.
• Employer & Employee Funded Pension Plan as well as an Employee Funded Retirement Savings Plan available.
• To learn more about the comprehensive benefit package please visit our website at https://dhr.delaware.gov/benefits/agencies/index.shtml.

Accommodations

Accommodations are available for applicants with disabilities in all phases of the application and employment process.

Individuals who use TDD may request auxiliary aid or service by calling [phone] or by visiting delawarerelay.com.

If you need assistance with an accommodation under the Americans with Disabilities Act (ADA) or general applicant support, you may call [phone] or email [e-mail].

The State of Delaware is an Equal Opportunity employer and values a diverse workforce. We strongly encourage and seek out a workforce representative of Delaware including race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression.

Selection Plan

Ongoing application review