Helpdesk Manager / 61015757 Position Available In Richland, South Carolina

Helpdesk Manager / 61015757

Salary
$56,210.00

• $80,105.00 Annually
  Location Richland County, SC
  Job Type
  FTE
• Full-Time
  Job Number
  176527
  Agency
  Department of Social Services
  Division
  Information Systems
  Opening Date
  05/20/2025
  Closing Date
  Continuous

Class Code:

AM55

Position Number:

61015757

Normal Work Schedule:

Monday

• Friday (8:30
• 5:00)
  Pay Band
  Band 7
  Hiring Range
• Min.
  $56,210.00
  Hiring Range
• Max.

$80,105.00
Opening Date
05/20/2025
EEO Statement
Equal Opportunity Employer

Agency Specific Application Procedures:

All applicants must apply online. All correspondence from DSS Human Resources will be made through electronic mail, unless otherwise indicated.
Veteran Preference Statement
South Carolina is making our Veterans a priority for employment in state agencies and institutions.

DESCRIPTION

BENEFITS
QUESTIONS
Job Responsibilities
Do you have a passion to provide meaningful contributions to your community? Would you like to be part of an organization whose central mission is helping to protect, stabilize and strengthen the lives of South Carolina’s children, families, and vulnerable adults? If so, the SC Department of Social Services has the right job opportunity for you!

Job Duties:

The Helpdesk Manager oversees the triage and coordination of IT support requests, ensuring efficient intake, prioritization, and escalation of technical issues. The manager develops and enforces service desk procedures, monitors ticket workflows, and ensures timely resolutions. This role manages the team responsible for providing first-line support, troubleshooting basic technical problems, and routing complex issues to the appropriate team.
Manage the help desk team, overseeing the intake, categorization, and prioritization of support requests. Ensure issues are properly documented, assigned, and escalated in a timely manner, while maintaining prompt and effective responses to Tier 1 issues.
Manage and assess employee performance, including conducting regular performance reviews, setting goals, and providing constructive feedback.
Analyze ticketing data to identify trends, recurring issues, and opportunities for process improvement. Develop knowledge base articles, refine triage workflows, and generate performance reports to optimize help desk operations and works with plan sponsors/leads to ensure completion of activities by specified due dates. Administer the Help Desk system by managing user accounts, categories, automation rules, and reports.
Performs other duties as necessary. Minimum and Additional Requirements
An Associate Degree and (4) four years of relevant hands-on IT support experience may substitute for the Bachelor’s Degree. A Bachelor’s Degree in Computer Science, Information Technology, or a closely related technical field; and at least (2) two years of professional, hands-on experience in an IT support role (Tier 2 or higher) in a corporate or government environment
Preferred Qualifications
Experience must include: Direct support of end users (remote and in-person), ticket management, and troubleshooting of hardware, software, and basic networking issues. Experience limited to personal projects, academic coursework, informal support (e.g. friends or family), or non-technical roles will not be considered toward the required minimum.
Additional Comments
This application for employment with the SC Department of Social Services must be completed in its entirety. A resume may be included; but shall not be substituted in lieu of the completion of this application in part or in whole. “See Resume” is not acceptable information for the completion of any part of the requirements of this application. If such is submitted, this employment application will be considered incomplete and may not be forwarded as eligible for consideration to hiring managers.
Must have a valid driver’s license, with access to a personal vehicle, and be able and willing to drive and transport children and adults. Must be able to lift children and to interact with adults and children in a positive and supportive demeanor. Must have the ability to cope with stressful work and life-threatening situations.
If you certify, by completion and submission of this application, that you possess educational credentials that qualify you for the available DSS positions, you will be required to provide a certified official transcript, if you are selected for job offer.
The South Carolina Department of Social Services offers an exceptional benefits package that includes:
Health, Dental, Vision, Long Term Disability, and Life Insurance for Employee, Spouse, and Children
15 days annual (vacation) leave per year
15 days sick leave per year
13 paid holidays
Paid Parental Leave
State Retirement Plan and Deferred Compensation Program

DIVISION

Information Systems / Richland County
Employer
State of South Carolina
Agency
Department of Social Services
Address
1535 Confederate Avenue Extension
Columbia, South Carolina, 29201
Phone
803-898-7315 ext. 2
THE

LANGUAGE USED IN THIS DOCUMENT DOES NOT CREATE AN EMPLOYMENT CONTRACT BETWEEN THE EMPLOYEE AND THE AGENCY. THIS DOCUMENT DOES NOT CREATE ANY CONTRACTUAL RIGHTS OR ENTITLEMENTS. THE AGENCY RESERVES THE RIGHT TO REVISE THE CONTENT OF THIS DOCUMENT, IN WHOLE OR IN PART. NO PROMISES OR ASSURANCES, WHETHER WRITTEN OR ORAL, WHICH ARE CONTRARY TO OR INCONSISTENT WITH THE TERMS OF THIS PARAGRAPH CREATE ANY CONTRACT OF EMPLOYMENT.

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