IT Manager II / Onit

Job Responsibilities

With our Agency's mission to support the recovery of people with mental illnesses, we provide a complete array of medical and support services for children, adults, and families throughout South Carolina.

This position is located at the Department of Mental Health, Central Office, 2414 Bull Street, Columbia, SC 29201.

As the IT Manager II, you will develop, manage, and evaluate End-User Support division of the Office of Network and Information Technology. Provide expert level support for the System Administrators and Regional Support Supervisors supporting all DMH users. Develop policies and procedures for frontline and help desk support. Develop metrics for End-User Support activities. Develop equipment inventory for sail DMH departments, divisions, and facilities to support planning for replacement/replenishment cycles for all IT equipment.

Responsibilities for this IT Manager II include but are not limited to:

• Manages the budget and personnel of End-User Support functions for all SCDMH personnel.

• Develops personnel allocation plan based on volume and expertise. Direct and evaluate he activity of the End-User Support staff to include: prioritization of needs with emphasis on patient care system needs; monitoring and development of customer service standards and performance metrics.

• Develop policies and procedures to support the end-user devices. Monitor and evaluate standardized application of procedures and policies to ensure exceptional customer service.

• Develops Service Level Agreements. Includes delineation of response time to work tickets, hours of service by location/function, levels of support based on locations' needs, priority of programs/functions, emergency procedures.

• Develop, provides, and evaluates training plans for the End-User Support staff. Includes virtual training for new end users on basic system operations.

• Based on inventory management, develop recommendations of End-User devices for all sites to be used in fiscal planning. Includes bulk purchasing in coordination with procurement.

Minimum and Additional 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 Comments

The selected candidate must have a knowledge of the principles and techniques of project planning and creation and assignment of project tasks in an IT environment. Ability to plan and supervise the implementation of short and long-range IT initiatives. Ability to plan, organize, direct, and review the work of technical personnel. Demonstrate ability to communicate with multidisciplinary system users and managers throughout a geographically dispersed workforce. Ability to train, model, and evaluate customer service skills in personnel. Ability to provide leadership to senior-level personnel. Ability to establish and maintain working relationships with users, technical staff, management, vendors, and others. Must travel throughout the state since the staff working for them is located in the individual counties.

The South Carolina Department of Mental Health is an Equal Employment Opportunity Agency. We provide affirmative action and equal opportunity in employment for all qualified persons regardless of race, color, sex - including the basis of pregnancy, childbirth, or related medical conditions, national origin, age, religion, or disability.

South Carolina is making our Veterans a priority for employment in state agencies and institutions.

Supplemental questions are considered part of your official application. Any misrepresentation will result in your disqualification from employment. Please complete the state application to include all current and previous work history and education. Please account for any and all gaps of employment in your application. A resume will not be accepted in lieu of application completion nor reviewed to determine if an applicant has met the qualifications for the position.

The South Carolina Department of Mental Health offers an exceptional benefits package for FTE positions that includes:

• Health, Dental, Vision, Long Term Disability, and Life Insurance for Employee, Spouse, and Children

• 15 days annual (vacation) leave accrual per year

• 15 days sick leave per year

• 13 paid holidays

• Paid Parental Leave

• State Retirement Plan and Deferred Compensation Programs