IT Service Desk Manager

Salary: $79,600.00 - $143,300.00 Annually Location : Richland County, SC Job Type: FTE - Full-Time Job Number: 186080 Agency: Department of Administration Division: Office of Technology and Information Services Opening Date: 03/10/2026 Closing Date: 3/22/2026 11:59 PM Eastern Class Code:: AM55 Position Number:: 60018963 Normal Work Schedule:: Monday - Friday (8:30 - 5:00) Pay Grade: TEC07 Hiring Range - Min.: $79,600.00 Hiring Range - Max.: $90,000.00 Opening Date: 03/10/2026 EEO Statement: Equal Opportunity Employer Agency Specific Application Procedures:: The Department of Administration will not sponsor employment visas for this position. All applicants must apply online. Veteran Preference Statement: South Carolina is making our Veterans a priority for employment in state agencies and institutions. Job Responsibilities IT Service Desk Manager The Department of Administration's (Admin) Office of Technology and Information Services (OTIS) is the state's central provider of IT services to state government agencies. We are growing and now is a great time to join State Government! We are seeking a talented IT Service Desk Manager to join our team. This role is an integral part of our Service Desk team. In this role you will be responsible for overseeing daily operations of the Department of Technology Operations (DTO) Service Desk and ensure delivery of high-quality, customer-focused technical support services. Provide leadership and operational oversight of incident intake, service request fulfillment, and front-line IT support while supporting enterprise service delivery objectives. Work under the strategic direction of the Service Delivery Manager to implement service management processes, maintain service performance standards, and support continuous improvement initiatives that enhance customer experience and operational efficiency. This position is on site in Columbia, SC Responsibilities of the IT Service Desk Manager: Oversee Service Desk Operations: Manage daily Service Desk operations to ensure timely and effective resolution of incidents and fulfillment of service requests in accordance with established service level agreements (SLAs), organizational policies, and IT Service Delivery best practices. Support Enterprise Service Delivery Objectives: Implement service delivery standards and operational strategies established by the Service Delivery Manager by monitoring performance metrics, identifying service trends, and executing continuous improvement initiatives. Coordinate Initial Incident Response and Escalation: Oversee initial incident triage, escalation procedures, and major incident coordination to ensure appropriate communication, stakeholder engagement, and timely restoration of services. Maintain ITSM Processes and Documentation - Develop, implement, and maintain Service Desk procedures, knowledge base content, and operational documentation to support service consistency, staff efficiency, and organizational knowledge sharing. Lead and support staff through coaching, training, and performance development. Streamline workflows while implementing management policies and organizational initiatives. Foster a positive, team focused environment. Execute ad hoc assignments promptly and accurately within specified timelines. Minimum and Additional RequirementsA bachelor's degree in information technology, 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: Knowledge of IT Service Management principles, incident and request management processes, and customer service delivery standards. Strong leadership, communication, and analytical skills to manage staff, monitor service performance, and support operational improvements. Position may require employee to work evenings and weekends. Position may be required to report to work during emergency situations. Applicants indicating college credit or degree(s) on the application may bring a copy of college transcript to the interview. A copy of the transcript may also be uploaded as an attachment to the application, if required by the hiring department or if desired by the applicant. Please note that some areas of the Department may require an official, certified copy of the transcript prior to hiring or within a specific timeframe required by that area, after hiring. Failure to produce an official, certified transcript may result in not being hired or termination. Preferred QualificationsRelevant certifications such as ITIL, HDI, CompTIA, or project and process improvement certifications are preferred. Additional Comments The Department of Administration is committed to providing equal employment opportunities to all applicants and does not discriminate on the basis of race, color, religion, sex (including pregnancy, childbirth, or related medical conditions including, but not limited, to lactation), national origin, age (40 or older), disability or genetic information. 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 South Carolina Department of Administration 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 herefor 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 choicesState Retirement Plan (SCRS) State Optional Retirement Program (State ORP) 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 health insurance, which includes prescription coverage and wellness benefits. Other available insurance 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 retirement plan options, including defined benefit and defined contribution plans. Additionally, eligible employees may elect to participate in the South Carolina Deferred Compensation Program, which is a voluntary, supplemental retirement savings plan offering 401(k) and 457 plan options. Workplace Benefits State employees may also be eligible for other benefits, 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 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 or reviewed to determine if an applicant has met the qualifications for the position. I have read and acknowledge the above statement. Yes No 02 Will you now or in the future require sponsorship from the Department of Administration for employment visa status? Yes No 03 Which of the following best describes your educational experience? At least a bachelor's degree in information technology, management information science or a related field, and experience in telecommunications, data processing and/or information technology. An associate's degree in information technology, management information science or a related field and at least two (2) years of experience in telecommunications, data processing and/or information technology. A high school diploma and at least four (4) years of experience in information technology, management information science, telecommunications, data processing or a related field. None of the above. Required Question

Created: 2026-03-13