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PUBLIC SERVICE ADMINISTRATOR, OPT. 3 (Data Center Services/Integrated Help Desk Manager)

We continually strive for a workforce that reflects the growing diversity within the State of Illinois. A variety of employee backgrounds, perspectives, ideas and experiences are crucial to our ability to most effectively serve the public. Bilingual skills welcome

Reasonable Accommodation Statement

The State of Illinois is committed to working with and providing reasonable accommodations to people with disabilities. Further, federal law requires employers to provide reasonable accommodation to qualified individuals with disabilities. Please tell us if you require a reasonable accommodation to apply for a job, interview for a job, or for any other activity related to the hiring process. Examples of reasonable accommodation include, but are not limited to, making a change to the application process (if possible), providing documents in an alternate format, using a sign language interpreter, or using specialized equipment.

To be provided a Reasonable Accommodation during the hiring process, you will need to provide a certification of disability from a physician, psychiatrist, school official or an Illinois Department of Human Services (DHS) Division of Rehabilitation Services (DRS) Vocational Rehabilitation (VR) Counselor. Supporting documentation should be uploaded under My Documents → Additional Documents section for each application.

Any questions on Reasonable Accommodations can be directed to Central Management Services Disability Resource Center at or call (217) 524-7514 for further information and to request or discuss an accommodation.

Sponsorship for Employment

The State of Illinois does not provide sponsorship for employment visa status (e.g. H-1B visa status). To be considered for permanent employment with the State of Illinois, applicants must be currently authorized to work in the United States on a full-time basis.

Disclosure of Salary Information

In compliance with the Illinois Equal Pay Act, 820 ILCS 112/1 et seq., the State does not seek, request, or require a job applicant’s wage or salary history.  Employment decisions are not made based on an applicant’s wage or salary history.  To that end, please do not include wage or salary information in your resume or other profile or application materials.

Date:  Mar 14, 2023

Springfield, IL, US, 62703-2487

Job Requisition ID:  24996

Agency :  Department of Innovation and Technology 
Posting Date: 03/14/23

Closing Date: 03/27/2023 
Salary:   $6,956 to $10,607 per month  
Job Type:   Salaried Full Time  
County:   Sangamon  
Number of Vacancies:   1  
Plan/BU:   RC063  


This position is a union position; therefore, provisions of the relevant collective bargaining agreement/labor contract apply to the filling of this position.


All applicants who want to be considered for this position MUST apply electronically through the website. State of Illinois employees should click the link near the top left to apply through the SuccessFactors employee career portal.

Applications submitted via email or any paper manner (mail, fax, hand delivery) will not be considered.


Posting Identification Number  24996

Position Overview

Are you looking for a rewarding career with an organization that values their staff? The Department of Innovation & Technology (DoIT) is seeking to hire qualified candidates with the opportunity to work in a dynamic, creative thinking, problem solving environment. This position serves as the Data Services Center/Integrated Technical Help Desk (ITHD) Manager coordinating and managing the administration of the 24/7 call center/ITHD. In this role you will evaluate and determine long range operational needs of a highly technical data center and help desk. In addition, you will monitor the technical assistance provided to support the LEADS, NCIC, SOS and CHF quality control. If you possess these skills and experience, we invite you to apply for this position with DoIT!


As a State of Illinois employee, you receive a comprehensive benefits package including:

  • Competitive Group Insurance benefits including health, life, dental and vision plans
  • Flexible work schedules (when available and dependent upon position)
  • 10 -25 days of paid vacation time annually (10 days for first year of state employment)
  • 12 days of paid sick time annually which carryover year to year
  • 3 paid personal business days per year
  • 13-14 paid holidays per year dependent on election years
  • 10 weeks of paid maternity/paternity leave
  • Pension plan through the State Employees Retirement System
  • Deferred Compensation Program – voluntary supplemental retirement plan
  • Optional pre-tax programs -Medical Care Assistance Plan (MCAP) & Dependent Care Assistant Plan (DCAP)
  • Tuition Reimbursement Program and Federal Public Service Loan Forgiveness Program eligibility

For more information regarding State of Illinois Benefits follow this link:

Job Responsibilities

25%  Under administrative direction, serves as the Data Services Center/Integrated Technical Help Desk (ITHD) Manager:

  • Coordinates and manages the administration of the 24/7 call center/ITHD
  • Evaluates and determines long range operational needs of a highly technical data center and help desk
  • Provides recommendations for change to senior management
  • Provides input to subordinate personnel on educational and/or career issues
  • Oversees all training activities for the ITHD
  • Tracks subordinate’s education and training
  • Plans and recommends employee career development


25%  Monitors the technical assistance provided to support the LEADS, NCIC, SOS and CHF quality control:

  • Monitors and manages the tier one technical support to users using problem analysis
  • and resolution
  • Documents and tracks problems using site sponsored problem tracking software and help desk ticketing software
  • Monitors IL State Police (ISP) network and mainframe infrastructure
  • Tracks documentation and provides problem resolution support to ISP staff, vendors and network users
  • Coordinates change management processes
  • Travels to attend meetings, training, etc. when held off-site


30% Serves as a working supervisor:

  • Assigns and reviews work
  • Provides guidance and training to assigned staff
  • Counsels staff regarding work performance
  • Reassigns staff to meet day-to-day operating needs
  • Establishes annual goals and objectives
  • Approves time off
  • Prepares and signs performance evaluations


10% Manages Service Level Agreements (SLAs):

  • Monitors key metrics to ensure compliance and conformity with SLAs and to ensure quality customer service
  • Recommends process improvements to ensure performance is being met


 5%  Monitors and tracks all consumable resources used by ITHD:

  • Coordinates and manages physical inventory of physical items
  • Verifies and submits annual inventory of equipment along with necessary supporting documentation for equipment transfers, additions and request to delete from inventory
  • Monitors and manages inventory of critical equipment for maintenance coverage


 5%  Performs other duties as required or assigned which are reasonably within the scope of duties enumerated above.

Minimum Qualifications

  1. Requires knowledge, skill and mental development equivalent to completion of four (4) years of college with course work in computer science or directly related fields
  2. Requires three (3) years of progressively responsible administrative experience in a management information systems environment

Specialized Skills

  1. Requires (3) years of professional experience with help desk ticketing software
  2. Requires (3) years of professional experience with computer hardware and software
  3. Requires (3) years of professional experience managing a 24x7 call center

Preferred Qualifications (In Order of Significance)

  1. Three (3) years of professional experience with help desk ticketing software
  2. Three (3) years of professional experience with computer hardware and software
  3. Three (3) years of professional experience managing a 24x7 call center
  4. Three (3) years of professional experience managing Service Level Agreements
  5. Three (3) years of supervisory experience
  6. Ability to analyze data logically and exercise sound judgment in defining and evaluating problems of an operational or procedural nature
  7. Ability to gain and maintain effective working relationships with agency officials, associates, vendors, clients and others
  8. Developed verbal and written communications skills to present technical information to others with clarity and precision

Conditions of Employment

  1. Requires ability to travel
  2. Requires the ability to pass a position specific, agency required background check
  3. Requires ability to work outside of normal business hours to meet deadlines
  4. Requires use of agency-supplied equipment (cell phone, laptop, etc)

Work Hours:  8:30am - 5:00pm M-F  
Work Location: 801 S 7th St Springfield, IL 62703-2487  
Agency Contact:

Andrew Surratt


Job Family:  Technology  


This position DOES contain “Specialized Skills” (as that term is used in CBAs).


The Department of Innovation & Technology (DolT) is the state's IT agency delivering an enterprise approach to statewide technology, innovation and telecommunication services, as well as policy and standards development, lifecycle investment planning, and cybersecurity services. With over 1,500 employees, DolT delivers IT services and innovative solutions to customer agencies to improve services provided to Illinois residents, DolT offers employees the opportunity to advance their careers, develop new skills and reach their potential, both personally and professionally. DoIT is committed to promoting and preserving a workplace culture that embraces diversity and inclusion. We welcome and value employees with different backgrounds, life experiences and talents. It is the collective sum of our individual differences that provides a broad perspective, leading to greater innovation and achievement. In recruiting for our team, we recognize the unique contributions of each applicant regardless of culture, ethnicity, race, national origin, sex, gender identity and expression, age, religion, disability, and sexual orientation.



Use the “Apply” button at the top right or bottom right of this posting to begin the application process.

If you are not already signed in, you will be prompted to do so. 

State employees should sign in to the career portal for State of Illinois employees – a link is available at the top left of the homepage in the blue ribbon. 

Non-State employees should log in on the using the “View Profile” link in the top right of the homepage in the blue ribbon.  If you have never before signed in, you will be prompted to create an account.

If you have questions about how to apply, please see the following resources:

State employees: Log in to the career portal for State employees and review the Internal Candidate Application Job Aid

Non-State employees: on – click “Application Procedures” in the footer of every page of the website.


The main form of communication will be through email. Please check your “junk mail”, “spam”, or “other” folder for communication(s) regarding any submitted application(s). You may receive emails from the following addresses: