State of Ohio · 10 hours ago
Service Desk Manager
Columbus, OH
Full-time
Onsite
Mid, Senior Level
$115K/yr - $125K/yr
5+ years expThe State of Ohio is seeking a Service Desk Manager to oversee daily operations of the Secretary of State Enterprise Service Desk. The role involves managing the service desk team, providing technical support to staff and Board of Election offices, ensuring service improvement, and enforcing security protocols.
GovernmentOffice Administration
Responsibilities
Manage daily operations of the service desk and service desk team
Represent the service desk to stakeholders, ensuring continuous development and improvement
Provide technical support for Secretary of State (SOS) staff and all 88 county Board of Election offices
Oversee technical assistance for both internal and external customers
Establish and maintain Service Level Agreements (SLAs) to ensure timely IT service delivery
Oversee standard image, application, and OS updates to maintain a secure environment
Develop and maintain procedures for agency shared resources (e.g., conference rooms)
Manage IT onboarding/offboarding processes, ensuring proper hardware assignment and network access
Perform remote troubleshooting and escalate unresolved issues to next-level support
Provide advanced technical assistance, troubleshooting, and resolution of complex computer-related issues
Document and track issues, problems, and resolutions in ServiceNow
Collaborate with SOS departments (e.g., IT, HR, Finance) to manage IT assets and ensure accurate procurement and assignment
Participate in meetings to discuss projects, system designs, and their impact on IT infrastructure
Stay current on industry standards and emerging technologies through training, literature review, and attending seminars
Develop and provide ongoing training for SOS staff on technical systems and procedures
Participate in disaster recovery, incident response, and other specialized teams as required, including 24/7 operations if needed
Qualification
Required
Bachelor's degree in Information Technology, Computer Science, or a related field
At least 5 years of experience in IT service desk management or a similar IT support leadership role
Proven experience managing technical support teams in a high-volume, enterprise environment
Familiarity with ITSM tools (e.g., ServiceNow) and asset management processes
Minimum 5 years managing Microsoft Active Directory, Entra, and Group Policy Management
Extensive experience with Teams-enabled conference rooms
Experience with remote troubleshooting and escalation procedures in a networked environment
Experience with large-scale, enterprise-level systems and cross-functional collaboration
IT service management principles and best practices (e.g., ITIL, ISO/IEC 20000)
Windows operating systems, Microsoft 365, Teams, and enterprise collaboration tools
Network administration, endpoint security, Active Directory, Entra, and Group Policy
IT asset management, configuration, and software licensing
Incident, problem, and change management in ITSM platforms (e.g., ServiceNow)
Cybersecurity standards, access control, and compliance for public-sector environments
Disaster recovery, business continuity, and incident response procedures
Principles of staff supervision, team leadership, and performance management
Diagnosing and resolving complex hardware, software, and network issues
Managing and mentoring IT support teams for timely, high-quality service delivery
Prioritizing workloads, meeting SLAs, and maintaining service standards
Developing and implementing procedures, documentation, and training
Communicating effectively with technical and non-technical audiences
Analyzing performance metrics to improve service efficiency and outcomes
Coordinating projects that affect IT infrastructure and operations
Lead and motivate diverse technical teams in a fast-paced environment
Promote accountability, customer service, and continuous improvement
Translate business needs into effective IT service solutions
Adapt quickly to emerging technologies and shifting priorities
Protect sensitive data and maintain system security
Manage multiple projects and deadlines independently
Develop and enforce IT policies supporting organizational goals and compliance
Collaborate effectively with county Boards of Elections and agency partners
Preferred
Master's degree in a relevant field
Professional certifications such as ITIL, CompTIA, or Microsoft
Experience in public sector IT operations or supporting government agencies
Experience in disaster recovery and incident response planning
Company
State of Ohio
State of Ohio is more than ‘just a job’ – is a privilege to serve families, friends and neighbors who rely on us throughout our great state.
10001+ employees
Funding
Current Stage
Late StageLeadership Team
Beverlyn Johns, MS
Deputy Chief Operating Officer
Holly Drake
State Chief Information Security Officer
Recent News
2025-08-26
2025-08-06
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