Job Description

Do you have a passion for Information Technology? Do you have what it takes to lead a team of IT support professionals? As the IT Help Desk Supervisor, you will be responsible for ensuring the delivery of high-quality and timely technical support to our employees. Here at the SCDMV we value teamwork, commitment, and excellent customer service. Come join us and find the keys to your future!
This position is in Information Technology - Configuration Management Department located in Blythewood, South Carolina.
Responsibilities of the IT Help Desk Supervisor

• Supervise the IT Help Desk ensuring customer service is timely and accurate. Analyze helpdesk processes to identify improvements for improving customer service delivery. Establish best practices through the entire technical support process.
• Improve customer support by actively responding to queries and handling issues. Develop daily, weekly and monthly reports on IT Help Desk team's productivity. Provide customer feedback to the appropriate internal teams
• Ensure proper logging, tracking, and resolution of all Help Desk requests. Ensure accuracy and completion of all forms (eg MAC, VPN) and tickets submitted via the Help Desk.
• Ensure all Help Desk communications to internal and external recipients are accurate, professional, timely, and sent as requested.
• Manages personnel including training, EPMS, career counseling, corrective actions, employee recognition, recruitment and termination.
• Maintain a high level of technical knowledge and expertise, escalating more complex issues to the appropriate IT staff.
• Promote positive teamwork and productivity within the team. Maintain a good rapport with all members of the team.
• As a member of the information security incident response team (ISIRT), utilizes available network and software tools, DMV policies, processes and procedures to detect, identify, troubleshoot, isolate, and correct data/equipment/network related security issues.
• Assists other ISIRT team members and responds to emails. ISIRT team members will ensure the CIO and ISO are informed of all actions performed or needed. Documents incident on the tracking log.
• Perform other duties as assigned by IT leadership.

State Minimum Requirements
An associate's degree with experience in information technology or data processing. Relevant experience may be substituted for required degree on a year-for-year basis.
Agency Minimum Requirements
One-year supervisory experience. IT supervisory experience is a plus.
Must complete a nationwide criminal background check to include fingerprint.
Additional Requirements

• Knowledge of information technology equipment and procedures.
• Ability to supervise and lead an IT Help Desk Staff.
• Ability to establish and maintain effective working relationships with IT Staff and customers
• Ability to plan, organize and review the work of administrative and technical staff.
• Ability to develop and implement administrative policies and procedures and evaluate their effectiveness
• Ability to communicate effectively.
• Familiar with ITIL and IT support lifecycles.
• Receives general guidance from the Director of IT Operations.
• Employee will be expected to use independent judgement and decision-making ability based on in-depth knowledge of accepted Help Desk processes, DMV policies/procedures, and system functionality/design.
• Work outside of established business hours will be required to support DMV branch and headquarters operations
• Will be required to have an Agency issued phone and always be reachable

Skills Required