Job Description

Job Responsibilities

------------------------

The Agency's mission is to be boldly innovative in improving the health and quality of life for South Caro

linians.

This position is located in the

Bureau of Information Technology Services, Richland County.

Are you the One?

We are looking for a

Call Center Manager

who will be responsible for the management of the IT Service Desk Call Center. This includes assuring that the call center is appropriately staffed to maintain phone coverage and front desk coverage during office hours. Also creates coverage schedules to staff to provide service desk accessibility during emergency outages.

Monitor service desk coverage to assure front desk and phones are properly covered during all service desk coverage hours and make call center schedules accordingly. Monitor Call Center metrics and customer satisfaction and effectively and efficiently address issues and concerns as they arise. Participate in the development of IT related planning. Manage and approve employee time and leave according to policies and procedures. Assists management and technicians in troubleshooting and solving complex technical issues including closing Service Manager tickets. Serves as DMV Primary POC (primary point of contact) for DMV access. Serves as AVS Primary POC for AVS system. Serves as NWN POC for Finesse Call Center issues. Performs fundamental supervisory and leadership functions in accordance with Department policies and procedures, best practices and Federal and State rules and regulations, especially with regard to Equal Employment Opportunity Commission (EEOC) standards. Maintains an effective organizational team and motivates diverse staff to accomplish mission critical operations and objectives. Promotes workforce engagement. Monitors Service Manager to assure ticket assignments are accurate. Build the knowledge base in Service Manager and assure information is accurate and updated regularly. Update and continuously monitor various IT policies/procedures and documentation to assure information is current and accurate Performs additional duties as required.

The South Carolina Department of Health and Human Services offers an exceptional benefits package for FTE and TGE positions 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. State Retirement Plan and Deferred Compensation Programs.

Minimum and Additional Requirements

---------------------------------------


A high school diploma and experience in information technology or data processing.

Additional Requirements:

Occasional overnight travel. Overtime and/or weekend work with Deputy approval. Sitting or standing for long periods of time. Lifting requirements: 50 lbs.

Preferred Qualifications

----------------------------


Knowledge of communication or information systems. Knowledge of various software and hardware infrastructure and their uses. Knowledge of computer system analysis, design, testing, debugging and maintenance. Ability to analyze data and provide solutions to complex problems. Ability to establish working relationships with committee members, users and vendors. Ability to communicate effectively. Ability to effectively manage and supervise a team.

Additional Comments

-----------------------


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. Supplemental questions are considered part of your official application for qualification purposes.

All applicants must apply online. All correspondence from the Office of Human Resources will be through electronic mail.



The South Carolina Department of Health and Human Services 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.