IT Service Desk Manager / IT Manager I (Central Office)

Are you passionate about making a real difference in people’s lives? Join our team at the SC Department of Behavioral Health and Developmental Disabilities (BHDD) where we are dedicated to providing compassionate and accessible care to our community. We are seeking an IT Service Desk Manager who is motivated to help individuals and families navigate life’s challenges and achieve long-term wellness. If you want to use your skills to build a healthier, more resilient community, we encourage you to apply. This position is located at the SC Department of Behavioral Health and Developmental Disabilities (BHDD), Central Office, 400 Otarre Parkway Cayce, SC 29033. As the IT Service Desk Manager, you will be responsible for overseeing dally operations of the BHDD Service Desk and ensuring delivery of high-quality, customer- focused technical support services. This position will provide leadership and operational oversight of incident intake, service request fulfillment, and front-line IT support while supporting enterprise service delivery objectives. The role will work under the strategic direction of BHDD Service Delivery leadership to Implement service management processes, maintain service performance standards, and support continuous improvement Initiatives that enhance customer experience and operational efficiency. Responsibilities for the IT Service Desk Manager include:

• Provide leadership and operational oversight for dally BHDD Service Desk operations to ensure timely, effective resolution of incidents and fulfillment of service requests in accordance with service level agreements, organizational policies, and IT Service Delivery best practices.
• Implement service delivery standards and operational strategies established by BHDD Service Delivery leadership. Monitor performance metrics, identify service trends, evaluate workload and ticket patterns, and execute continuous improvement initiatives to improve customer support and operational efficiency.
• Coordinate initial incident response and escalation procedures, including Incident triage, prioritization, communication, stakeholder engagement, and major incident coordination to support timely restoration of services and appropriate escalation to infrastructure, applications, endpoint, and other IT teams.
• Supervise, coach, train, and evaluate Service Desk personnel. Manage staffing schedules, workload distribution, training needs, performance expectations, and accountability while fostering a professional, customer-focused support environment.
• Develop, implement, review, and maintain Service Desk procedures, knowledge base content, ticket handling standards, and operational documentation to support service consistency, first-call resolution, staff efficiency, and organizational knowledge sharing., We are seeking an experienced Cloud Architect to join our State and Local Platforms and Data Managed Services team. In this key role, you will design, implement, and manage cloud s…
• 1 month ago

• A bachelor’s degree in communications, business administration, Information technology, mathematics, statistics, management Information science or a related field and experience in telecommunications, data processing and/or Information technology.
• Relevant experience may substitute for the bachelor’s degree on a year-for-year basis.

Additional Requirements

• Experience in IT service desk operations, end-user support, incident and request management, customer service delivery, service level monitoring, and supervision or leadership of technical support staff.
• Experience should Include documenting procedures, managing ticket queues and escalations, monitoring service performance metrics, coordinating staff schedules and training, and supporting continuous Improvement of IT Service Management processes.

Preferred Qualifications

• Experience managlng an enterprise Service Desk or technlcal support team
• Working knowledge of ITII/ITSM practices, SIAs
• Knowledge management, first-call resolution, major incident coordination, and customer satisfaction reporting
• Relevant certifications such as ITIL, HDI, CompTIA, Microsoft, project management, or process improvement certifications.
• Bilingual abilities in English and Spanish (or another language) are a plus.

Additional Comments Post hire, employees must:

• Have the knowledge of IT Service Management principles, incident and request management processes, service level agreements.
• Have the knowledge management, and customer service delivery standards.
• Be able to lead, coach, schedule, and evaluate Service Desk staff; analyze service trends and performance metrics.
• Communicate effectively with users, technical teams, vendors, and management.
• Prioritize work in a high-volume support environment.
• Coordinate escalations and major Incident response; and recommend service Improvements.
• Have strong written, verbal, analytical, documentation, and problem-solving skills.

Supplemental questions are considered part of your official application. Any misrepresentation will result in your disqualification from employment. Please complete the state application to include all current and previous work history and education. A resume will not be accepted nor reviewed to determine if an applicant has met the qualifications for the position. The Department of Behavioral Health and Developmental Disabilities offers an exceptional benefits package for full time (FTE) employees:

• Health, dental, vision, long-term disability, and life insurance for employees, spouse, and children. Click

for additional information. * 15 days annual (vacation) leave per year

• 15 days sick leave per year
• 13 paid holidays
• Paid Parental Leave
• S.C. Deferred Compensation Program available

• Retirement benefit choices *

• State Retirement Plan
• State Optional Retirement Program

*Enrollment in one of the listed plans is required for all FTE employees; please refer to the contribution section of hyperlinked retirement sites for the current contribution rate of gross pay. 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 child care 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 Have you ever been employed by the SC Dept. of Behavioral Health and Developmental Disabilities - Office of Mental Health (OMH) (formerly SC Department of Mental Health)?

• Yes
• No

02 If you have ever been convicted of a misdemeanor or felony criminal offense (other than in a Juvenile Court), you MUST list this information (unless you have taken steps to expunge your record.) This includes fraudulent checks, driving under suspension, disorderly conduct, shoplifting, etc. *Please note that conviction of a criminal offense does not bar you from employment in all cases; each conviction is evaluated individually. However, failure to list convictions is considered falsification of the application and WILL BE grounds for termination, if hired. It is your responsibility to know what is on your criminal record. If you have charges on your record that appear without a court disposition (result) you may be asked to provide that information if selected for employment. If you have questions, please inquire before you complete your application. PLEASE NOTE THAT NOT ANSWERING THIS QUESTION WILL DEEM YOUR APPLICATION AS INCOMPLETE AND IT WILL NOT BE CONSIDERED. Please indicate your understanding to this statement by checking the box below.

• Checking this box indicates my understanding to the above referenced statement.

03 Did you have at least a bachelor’s degree from an accredited college / university in communications, business administration, Information technology, mathematics, statistics, management Information science or a related field and experience in telecommunications, data processing and/or Information technology?

• Yes
• No

04 If you do not have at least a bachelor’s degree from an accredited college / university in communications, business administration, Information technology, mathematics, statistics, management Information science or a related field, do you have relevant experience that may substitute for the bachelor’s degree on a year-for-year basis?

• Yes
• No

05 Please indicate your salary requirements (please be specific and not put “negotiable” or “open”)., + $80,000-90,000 per year Are you passionate about making a real difference in people’s lives? Join our team at the SC Department of Behavioral Health and Developmental Disabilities (BHDD) where we are dedi…

• 10 days ago + *, + $105,200-175,300 per year, + $80,000-90,000 per year Are you passionate about making a real difference in people’s lives? Join our team at the SC Department of Behavioral Health and Developmental Disabilities (BHDD) where we are dedi…

• 8 hours ago +