Desktop & network support manager

Job Responsibilities

If your goal is to build a career that makes a difference and you have a passion for making a difference in the lives of South Carolina's youth, consider joining the dedicated people of the South Carolina Department of Juvenile Justice (DJJ).

MISSION: It is the mission of the South Carolina Department of Juvenile Justice (DJJ) to impact and transform young lives, strengthen families, and support safer communities through targeted prevention and rehabilitation.

JOB PURPOSE: Provides technical consulting in the selection, procurement, installation, and support of computer hardware, network hardware, and application software to meet agency end-user needs. Supervises desktop support technicians responsible for installing and supporting computer hardware and application software, training agency users, managing leased computer equipment, and maintaining the inventory of agency IT equipment.

JOB RESPONSIBILITIES:

• Directs and manages the agency's statewide Desktop Support program by assigning work, supervising desktop support technicians, and ensuring end-user technologies are deployed, supported, and maintained for agency staff statewide.
• Manages and continuously improve endpoint operations by overseeing device imaging, Microsoft Intune administration, Microsoft Autopilot provisioning, mobile device management, software deployment, asset tracking, inventory control, technology refresh planning, and endpoint lifecycle activities.
• Leads end-user support services by monitoring support requests, assigning or escalating work, and ensuring hardware, software, telecommunications, printing, mobile device, and basic connectivity issues are resolved appropriately.
• Coordinates endpoint technology procurement, vendor services, warranty support, telecommunications support, managed print services, and technology acquisitions with agency leadership, procurement staff, and service providers.
• Plans and coordinate statewide deployment and support activities for end-user technologies to maintain standardization, security compliance, operational readiness, and alignment with agency technology objectives.
• Performs related duties as required.

Minimum and Additional Requirements

STATE MINIMUM REQUIREMENTS: A bachelor's degree in communications, business administration, information technology, mathematics, statistics, management information science or a related field and experience in telecommunications, data processing and/or information technology. Relevant experience may substitute for the bachelor's degree on a year-for-year basis.

ADDITIONAL REQUIREMENTS: Comprehensive knowledge of enterprise desktop support operations, endpoint lifecycle management, Microsoft Intune, Windows Autopilot, mobile device management, Windows-based computers, business applications, printers, copiers, desk phones, peripherals, asset management, inventory control, procurement coordination, vendor service management, workflow automation, and continuous process improvement. Demonstrated skill in supervising technical staff, prioritizing workloads, resolving complex support issues, documenting technical standards and procedures, analyzing performance metrics, identifying inefficient or repetitive processes, and designing and implementing automated workflows. Ability to communicate technical information clearly to non-technical users. Accountable for leading statewide desktop support operations and modernizing endpoint and support processes through automation and continuous improvement. Ability to coordinate equipment deployments and refresh initiatives; enforce technology, security, and configuration standards; manage competing priorities; develop and train staff; and reduce manual effort while improving service quality, consistency, and delivery times.

Preferred certifications include Microsoft Certified: Endpoint Administrator Associate (MD-102), ITIL Foundation, Microsoft Power Platform certifications, or other relevant industry certifications. Incumbent must be able to bend, stoop, reach and lift approximately 30 lbs.; must have efficient verbal and written communication skills, and must be able to work in an environment with incarcerated youth.

Preferred Qualifications

PREFERRED AGENCY REQUIREMENTS: A bachelor's degree and at least five years of experience in automated information or communication system design, installation, operation, repair, sales or marketing. Related experience may be substituted for the bachelor's degree on a year-for-year basis.

Additional Comments

The South Carolina Department of Juvenile Justice offers an exceptional benefits package for FTE positions that includes: Public Service Loan Forgiveness Program, Employee Assistance Program (EAP), Health, dental, and life insurance, 15 days annual (vacation) leave per year, 15 days of sick leave per year, 13 paid holidays, State retirement plans and deferred compensation programs, Discount Programs such as TicketatWork and WeSave.

Applications are incomplete if you fail to answer all supplemental questions, education, and work history. Incomplete applications are not referred to hiring managers. Applications are accepted until 5:00 p.m. on the stated closing date. You will be asked to provide a certified transcript if selected for a position requiring a degree. A background investigation will be conducted that may include but is not limited to, criminal records, driver's license, and child abuse registry prior to an offer of employment. Additionally, a medical examination and drug testing may be required. Please provide an explanation for any gaps in employment. A resume may be attached to your application but not substituted for completing the work history section of the application.