Service Desk Manager - ISA II - User Support Tier II

Springfield, IL
Full Time
Information Technology
Experienced
Office of the Illinois Secretary of State
Alexi Giannoulias

Job Title:    Information Systems Advisor II - User Support Tier II
Division:     Technical Services
Union:         IFT
Location:    2701 S Dirksen Pkwy, Springfield, IL - Sangamon County
Salary:        Starting at $7,266.00 monthly - commensurate with experience

Overview:

Serves as a senior advisor to Tier 2 technical support. This individual is responsible for overseeing and optimizing the ServiceNow/Web Helpdesk system operations, advising on request routing and programming, and providing as-needed technical guidance / escalation during critical incidents or outages. The role ensures the efficiency and effectiveness of support operations, contributing to a seamless user experience.
 
Duties and Responsibilities:
  • Responsible for ITIL problem management. Serve as a technical advisor during critical incidents or outages, providing expertise to support engineers and technicians to resolve issues promptly. Identifying, prioritizing and assigning responsibility for problems and then managing them through the entire process to solution. Assist in diagnosing complex technical problems and determining the most effective resolution strategies. Provide guidance and documentation on advanced troubleshooting techniques and solutions. Manage escalations from Tier 2 support, ensuring timely and effective resolution. Facilitate communication between support teams and other departments as needed. Complete a comprehensive examination of a problem's core causes, including who, what, when, where, why, and how it originated.
  • Generate regular reports on system performance, request trends, and incident resolutions. Present findings and recommendations to management and stakeholders to support decision-making. Track and analyze support metrics and system performance to identify areas for improvement. Use data to make recommendations for process enhancements and system optimizations.
  • Ensure that the system configuration aligns with best practices and organizational requirements. Develop and implement strategies to enhance support workflows, enforce routing processes, and overall system efficiency. Collaborate with other teams to drive continuous improvement initiatives. Analyze request patterns to optimize routing rules and improve response times. Advise on and develop strategies for routing incoming requests to the appropriate support tiers or personnel.
  • Stay informed on the management and configuration of ServiceNow or Web Helpdesk systems, ensuring they meet the needs of the support team and align with organizational goals. Evaluate the programming and customization of routing rules, workflows, and automation to enhance the support process.
  • Train support staff on new processes and system features. Promote and encourage a “one team” attitude at all levels internally and externally. Manage customer expectations and deliver the highest level of quality customer service.
  • Ensure all work is documented in SOS ticket management system(s).
  • Performs other duties as required or assigned.
Education and Experience:
 
Requires knowledge, skill, and mental development equivalent to the completion of two years of college, with coursework in the computer science field AND 4.5 years of experience with technical systems and/or programming experience and/or IT project management, including at least 1-year supervisory experience or any equivalent combination of education and experience.

Knowledge, Skills and Abilities:
  • Requires extensive knowledge of systems design and implementation, including the way programs are written, compiled, and tested, the methods of operating computers, and the way data is transcribed into a suitable form and has an appreciation of the wider business context for those programs.
  • Requires excellent oral and written communication skills for effective engagement with colleagues and internal users/customers.
  • Requires extensive knowledge necessary to effectively perform the ability to exercise sound judgement in analyzing, evaluating, and solving problems of a procedural, organizational, administrative, and/or technical nature.
  • Requires the use and understanding of appropriate methods, tools, applications, and processes to demonstrate a rational and organized approach to work.
  • Requires awareness and adherence to organizational standards for security, privacy, and ethics.
  • Requires extensive knowledge of the devices for capturing data for computers and the means available for receiving and transmitting data from remote locations to a computer.
  • Requires extensive knowledge of the principles and techniques of computer system documentation.
  • Requires the desire to seek to identify learning and professional development opportunities.
  • Requires extensive knowledge of the advantages and limitations of computer communication, and information retrieval systems as management information tools.
  • Requires the ability to follow oral and/or written instructions and to carry out routine operations, once established, without further instructions.
  • Requires the ability to organize facts and findings, analyze data logically and to present results with clarity and comprehension, orally and in written or graphic form.
  • Requires willingness to travel and possession of a valid Illinois driver’s license as required by individual positions within the class.
  • Requires the ability to lift, carry and push/pull up to 50 lbs. 
Application Process:
  • Please visit https://ilsos.applytojob.gov/apply to apply by completing the online application; you may also upload a resume or other attachments as needed.
  • Preference will be given to Illinois residents in the hiring and selection process, in accordance with the Illinois Secretary of State Merit Employment Code.
  • Questions regarding this posting or Illinois Secretary of State employment practices may be directed to Job Counselors at our Personnel offices in Chicago (312-793-5515) or Springfield (217-782-4783).  
Equal Employment Opportunity Employer. Applicants must be lawfully authorized to work in the United States.
Applicants are considered for all positions without regard to race, color, religion, sex, national origin, sexual orientation, age, marital or veteran status, or the presence of a non-job-related medical condition or disability.​
 
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