EUS Regional Midlands Section Manager (IT Manager!)
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Embracing Service, Inspiring Innovation, Promoting Teamwork, Pursuing Excellence, and Advancing Equity
Under limited supervision, the Endpoint User Service (EUS) Midlands Section Manager directs the activities of information resource professionals in the delivery of customer support services to include the installation, maintenance, upgrades, troubleshooting, problem resolution, acquisition, replacement, and delivery of agency endpoint and peripheral devices. To include window devices, iOS mobile devices, managed printers, and other devices that hold data. Diagnoses and repairs complex problems in response to customer-reported incidents. Promote and support collaborative services through customer service, continuous improvement, device life cycle, and tracking of customer service requests to resolution meeting service level agreement time frames. Adhere to State and agency IT Security polices and standards. Primary focus on supporting agency staff and facilities located and associated with the Midlands Region.
- Manage staff and contractors to provide customer support services associated with enterprise applications, operating systems, endpoints, and peripheral devices, including installation, maintenance, upgrades, troubleshooting, problem resolution, acquisition, and replacement. Ensure maximum efficiency, optimization, security compliance, and uptime for these devices and supporting environments. Ensure end point hardware and software are on supported versions through the device life cycle. Responsible for centralized customer support services to include telephony, managed print, and other solutions as assigned. Ability to establish and maintain working relationships with customers, technical staff, management, and vendors.
- Works with staff to provide Tier 1 and Tier 2 customer support services associated with customer reported incidents and service requests. Coordinate with other IT staff and vendors to troubleshoot and resolve highly complex software and hardware issues. Document and track in agency ITSM.
- Maintain in-depth knowledge of the agency's products, computer environments, platforms, and technologies. Evaluates the customer business needs and recommends solutions following state and agency standards. Assesses project progress and is held accountable for results. Directs the preparation of project reports for customers. Work with customers and IT staff to maintain IT asset inventory and device life cycle.
- Coordinates, designs and promotes strategic initiatives to improve the agency's overall operation and core values. Serves as senior expert and consultant to Central Office. Hold regularly scheduled meetings to ensure alignment with business and technical needs.
- Maintain awareness of infrastructure technology trends and changes. Maintain knowledge and adhere to agency IT policies, processes, and procedures in the delivery of customer support services and make recommendations to improve operational excellence.
- Other duties as assigned.
Requirements
Qualifications
- ITIL Service Delivery, Security +.
- Bachelor's degree in computer science or related field and 5 yrs. work experience in information technology (IT).
- Associate degree in computer science or related field and 7 yrs. work experience in IT.
- High school diploma and 10 yrs. experience in IT.
- Strong understanding of Windows Desktop OS and knowledge of iOS, and M365/O365 software applications.
- Basic understanding of network concepts, active directory, BitLocker, desktop imaging and patching, and mobile device management.
- Supervisor or Section Lead 3 years of work experience.
SC DHEC is an equal employment opportunity/affirmative action employing agency. We are committed to a diverse workforce. SC DHEC does not discriminate on the basis of race, color, religion, sex (including pregnancy), national origin, age (40 or older), disability or genetic information.
The South Carolina Department of Health and Environmental Control offers an exceptional benefits package for FTE 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
- 2 weeks paid parental leave
- State Retirement Plan and Deferred Compensation Programs
- REMOTE WORK: The option to work partially remote is available after six (6) months of employment if it applies to the position.
This position is part of the South Carolina Department of Environmental Control’s Office of Information Technology. The work performed supports DHEC’s mission to improve the quality of life for all South Carolinians by protecting and promoting the health of the public and the environment. Effective July 1, 2024, this position will transfer to the South Carolina Department of Public Health created by Senate Bill 399 which provides for the creation of the Department of Public Health to assume the public health-related functions of DHEC.
Connect with Local, State, and Territorial Health Departments
To find local governmental public health jurisdictions, see - www.naccho.org