IT Service Desk Lead — Operations & Team Coaching

Lancaster County, SC Government; Lancaster (SC); On-site; USD 85,000 - 110,000; Full time

Job summary

Lancaster County Government is seeking a Service Manager to lead the IT service group, ensure delivery of IT services across county departments, and maintain workstation and equipment standards.

Under supervision of the IT Director and IT Operations Manager, you will recruit, train, and supervise staff, promote a positive work environment, and report on Service Desk KPIs with a focus on customer service excellence.

Qualifications

• Associate degree in information technology or related technical discipline.
• 3–5 years of career experience in technology.
• Minimum 2 years in a leadership position.
• Relevant technical or managerial certifications.
• Experience in a government environment is a plus.
• Experience with ticketing and inventory systems.
• Proficiency with IT Glue and Microsoft 365.
• Knowledge of IT best practices, cybersecurity, and client/server networks.

Responsibilities

• Establish internal IT service processes and document procedures.
• Build and maintain a standardized internal knowledge base.
• Analyze helpdesk processes and manage changes to maintain service levels.
• Communicate risks, incidents, or problems and remediation plans.
• Ensure tickets and tasks are completed promptly with thorough resolutions.
• Set up and manage SLA to ensure timely issue resolution.
• Monitor service desk performance and accessibility for staff.
• Manage asset inventory and equipment upkeep.
• Collaborate with Project Manager on software/hardware installations and redundancy.
• Provide coaching sessions monthly and report on KPIs weekly, monthly, quarterly.
• Maintain high levels of customer service and respond within defined timeframes.

Skills

Leadership

Project management

Customer service

Analytical thinking

Communication

Education

Associate degree in information technology or related technical discipline

ITIL Certification

PMP Certification

CAPM Certification

Tools

IT Glue

Microsoft 365

Ticketing systems

Asset / Inventory management systems

Job description

Lancaster County Government is seeking a Service Manager to lead the IT service group, ensure delivery of IT services across county departments, and maintain workstation and equipment standards.

Under supervision of the IT Director and IT Operations Manager, you will recruit, train, and supervise staff, promote a positive work environment, and report on Service Desk KPIs with a focus on customer service excellence.