Service Desk Manager

Service Desk Manager

Under the direct supervision of the Network Manager, the Service Desk Manager oversees daily operations of the Secretary of State (SOS) Enterprise Service Desk, providing technical support to SOS staff and 88 county Board of Election offices. The role manages the service desk team, ensures continuous service improvement, and enforces security protocols across devices and networks. Key responsibilities include remote troubleshooting, escalating unresolved issues, ensuring Service Level Agreements (SLAs) are met, and tracking performance metrics.

The Service Desk Manager collaborates with internal departments for IT resource management and onboarding. This role requires staying current with industry trends and participating in disaster recovery and incident response teams. The position is overtime-exempt.

Essential Duties and Responsibilities

Service Desk and IT Operations Management:

• Manage daily operations of the service desk and service desk team
• Represent the service desk to stakeholders, ensuring continuous development and improvement
• Provide technical support for Secretary of State (SOS) staff and all 88 county Board of Election offices
• Oversee technical assistance for both internal and external customers
• Establish and maintain Service Level Agreements (SLAs) to ensure timely IT service delivery
• Oversee standard image, application, and OS updates to maintain a secure environment
• Develop and maintain procedures for agency shared resources (e.g., conference rooms)
• Manage IT onboarding/offboarding processes, ensuring proper hardware assignment and network access

Technical Troubleshooting and Support:

• Perform remote troubleshooting and escalate unresolved issues to next-level support
• Provide advanced technical assistance, troubleshooting, and resolution of complex computer-related issues
• Document and track issues, problems, and resolutions in ServiceNow

Collaboration and Coordination:

• Collaborate with SOS departments (e.g., IT, HR, Finance) to manage IT assets and ensure accurate procurement and assignment.
• Participate in meetings to discuss projects, system designs, and their impact on IT infrastructure

Training and Professional Development:

• Stay current on industry standards and emerging technologies through training, literature review, and attending seminars
• Develop and provide ongoing training for SOS staff on technical systems and procedures

Other Responsibilities:

• Participate in disaster recovery, incident response, and other specialized teams as required, including 24/7 operations if needed
• May require evening and weekend work
• Unclassified position, overtime exempt
• Travel required; must have a valid driver's license and provide own transportation

At the State of Ohio, we take care of the team that cares for Ohioans. We provide a variety of quality, competitive benefits to eligible full-time and part-time employees*. For a list of all the State of Ohio Benefits, visit our Total Rewards website.

• Medical Coverage
• Free Dental, Vision and Basic Life Insurance premiums after completion of eligibility period
• Paid time off, including vacation, personal, sick leave and 11 paid holidays per year
• Childbirth, Adoption, and Foster Care leave
• Education and Development Opportunities (Employee Development Funds, Public Service Loan Forgiveness, and more)
• Public Retirement Systems (such as OPERS, STRS, SERS, and HPRS) & Optional Deferred Compensation (Ohio Deferred Compensation)

*Benefits eligibility is dependent on a number of factors. The Agency Contact listed above will be able to provide specific benefits information for this position.

Qualifications

Minimum Qualifications

Education: Required: Bachelor's degree in Information Technology, Computer Science, or a related field. Preferred: Master's degree in a relevant field. Professional certifications such as ITIL, CompTIA, or Microsoft.

Experience: Required: At least 5 years of experience in IT service desk management or a similar IT support leadership role. Proven experience managing technical support teams in a high-volume, enterprise environment. Familiarity with ITSM tools (e.g., ServiceNow) and asset management processes. Minimum 5 years managing Microsoft Active Directory, Entra, and Group Policy Management. Extensive experience with Teams-enabled conference rooms. Experience with remote troubleshooting and escalation procedures in a networked environment. Experience with large-scale, enterprise-level systems and cross-functional collaboration.

Preferred: Experience in public sector IT operations or supporting government agencies. Experience in disaster recovery and incident response planning.

Knowledge, Skills, and Abilities:

Knowledge of: IT service management principles and best practices (e.g., ITIL, ISO/IEC 20000), Windows operating systems, Microsoft 365, Teams, and enterprise collaboration tools, network administration, endpoint security, Active Directory, Entra, and Group Policy, IT asset management, configuration, and software licensing, incident, problem, and change management in ITSM platforms (e.g., ServiceNow), cybersecurity standards, access control, and compliance for public-sector environments, disaster recovery, business continuity, and incident response procedures, principles of staff supervision, team leadership, and performance management.

Skills in: Diagnosing and resolving complex hardware, software, and network issues. Managing and mentoring IT support teams for timely, high-quality service delivery. Prioritizing workloads, meeting SLAs, and maintaining service standards. Developing and implementing procedures, documentation, and training. Communicating effectively with technical and non-technical audiences. Analyzing performance metrics to improve service efficiency and outcomes. Coordinating projects that affect IT infrastructure and operations.

Abilities to: Lead and motivate diverse technical teams in a fast-paced environment. Promote accountability, customer service, and continuous improvement. Translate business needs into effective IT service solutions. Adapt quickly to emerging technologies and shifting priorities. Protect sensitive data and maintain system security. Manage multiple projects and deadlines independently. Develop and enforce IT policies supporting organizational goals and compliance. Collaborate effectively with county Boards of Elections and agency partners.

This position is Unclassified per ORC 124.11 (A) (30)

Background check and drug screening required prior to employment

ADA Statement: Ohio is a Disability Inclusion State and strives to be a model employer of individuals with disabilities. The State of Ohio is committed to providing access and inclusion and reasonable accommodation in its services, activities, programs and employment opportunities in accordance with the Americans with Disabilities Act (ADA) and other applicable laws.