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

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: https://www2.illinois.gov/cms/benefits/Pages/default.aspx

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)