IT Service Desk Manager - Lead & Elevate Support

State-of-South-Carolina

South Carolina

On-site

USD 70,000 - 110,000

Full time

14 days+

Application generator

Get a reply from this employer — a resume and cover letter tailored to exactly what they’re hiring for.

Get past ATS filters

Benefits offered by this job

Health/Dental/Vision

PTO 15 days

Holidays 13

Job summary

SC Department of Behavioral Health and Developmental Disabilities seeks an IT Service Desk Manager to lead the BHDD Service Desk operations, ensuring timely incident resolution and service request fulfillment. The role provides frontline leadership, implements service management processes, and supports continuous improvement to enhance customer experience and operational efficiency.

The position requires a bachelor’s degree in IT or a related field, ITIL/HDI/CompTIA certifications are a plus,

Qualifications

Experience in IT service desk operations, incident and request management, customer service delivery, and supervision of technical staff.
Experience documenting procedures, managing ticket queues, monitoring service performance, coordinating training, and improving ITSM processes.

Responsibilities

Provide leadership and operational oversight for daily BHDD Service Desk operations to ensure timely, effective resolution of incidents and fulfillment of service requests.
Implement service delivery standards and monitor performance metrics to drive continuous improvement.
Coordinate incident response and escalation procedures to restore services and escalate to appropriate IT teams.
Supervise, coach, train, and evaluate Service Desk personnel; manage staffing schedules and performance expectations.
Develop, review, and maintain Service Desk procedures, knowledge base content, and ticket handling standards.