SYSTEMS PROGRAMMER II - 73002748

The Service Desk Team Lead serves as a working lead within the Information Services Program, supporting daily Service Desk operations and ensuring efficient delivery of Tier I and Tier II technical support services. This position coordinates ticket intake, triage, escalation, and resolution activities while providing operational guidance and reinforcing customer service, documentation, and service management standards across the support team. The incumbent assists with monitoring service queues, balancing workloads, supporting incident escalation, and facilitating communication between support tiers and technical teams. Responsibilities also include supporting major incident coordination, reinforcing adherence to procedures and SLAs, identifying operational or process improvement opportunities, and assisting with staff mentoring and knowledge sharing initiatives. This position requires strong communication, troubleshooting, organizational, and customer service skills within a fast-paced enterprise IT support environment. The role supports mission-essential operations and may require participation in after-hours, emergency, or disaster-related support activities as needed.

Do you have experience in Ticketing system technical support?, * Five years of experience in customer service.

• Three years of experience in Service Desk, Help Desk, or enterprise IT support environment using an IT ticketing system.
• Two years of experience in troubleshooting hardware, software, account access, or application-related issues.
• Three years of experience in incident management, escalation, and customer service practices.
• Two years of experience with documenting process and procedural documents, operational standards, and service level expectations.
• Experience in leading people and/or teams.

PREFERENCES:

• Experience in after-hours or mission-essential support.
• Experience in/with Major Incident Process.
• Experience in Audit or representation of ITSM Processes or Services.
• ISO Certification and/or experience.

3.53.5 out of 5 stars Tallahassee, FL 32399 $57,201.60 - $60,061.68 a year, Pulled from the full job description

• Paid parental leave
• Parental leave
• Health insurance
• Vision insurance
• Dental insurance
• Life insurance
• Paid holidays, BENEFITS: Benefits include, but are not limited to, health insurance, life insurance, tuition waivers, paid sick and personal leave, paid parental leave, 10 paid holidays annually, retirement savings, and vision and dental insurance., CANDIDATE POOL: Future vacancies may be filled from this advertisement for a period of up to six months. CRIMINAL BACKGROUND CHECKS: You will be required to undergo a National Level-2 criminal background check which requires you to provide your fingerprints. REMINDER: Male candidates born on or after October 1, 1962, will not be eligible for hire or promotion unless they are registered with the Selective Services System (SSS) before their 26th birthday or have a Letter of Registration Exemption from the SSS.

Candidates requiring a reasonable accommodation, as defined by the Americans with Disabilities Act, must notify the agency hiring authority and/or People First Service Center (1-866-663-4735). Notification to the hiring authority must be made in advance to allow sufficient time to provide the accommodation.

The State of Florida supports a Drug-Free workplace. All employees are subject to reasonable suspicion drug testing in accordance with Section 112.0455, F.S., Drug-Free Workplace Act.