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DATA PROCESSING MANAGER - SES - 43004443

Date:  Aug 3, 2022
Location: 

TALLAHASSEE, FL, US, 32399


The State Personnel System is an E-Verify employer. For more information click on our E-Verify Website.

Requisition No: 696101 

Agency: Financial Services

Working Title: DATA PROCESSING MANAGER - SES - 43004443

Position Number: 43004443 

Salary:  $65,000.00 - $75,000.00 

Posting Closing Date: 08/17/2022 

*****OPEN COMPETITIVE EMPLOYMENT OPPORTUNITY*****

DIVISION: OFFICE OF INFORMATION TECHNOLOGY
BUREAU: DISTRIBUTED INFRASTRUCTURE

CITY: TALLAHASSEE

COUNTY: LEON

SPECIAL NOTES:

Requirement:

A Bachelor's degree from an accredited college or university; OR four (4) years of help desk support experience; OR a combination of college coursework and experience as described above may also be interchanged.  Professional work experience can quality on a year-by-year basis in place of the required education.  College coursework will be considered the equivalent of experience at the rate of thirty (30) semester or forty-five (45) quarter hours on a year for year basis.

 

Preferences:

  • Three (3) years minimum of experience managing or being a team lead for a help desk or solution center.
  • Experience in collaboration and communications between IT and other internal departments to help create, assign, track, resolve tickets, and prevent glitches.  
  • Able to evaluate processes and introduce changes that simplifies and accelerates problem resolutions.       
  • Possess a strong support background with an ability to give instructions to a non-technical audience. 
  • Customer-service oriented with a problem-solving attitude and excellent written plus verbal communications skills.       
  • Experience monitoring, tracking, and reporting performance measures such as tickets that have exceeded service level expectations.

 

The salary range for this position is $65,000.00 to $75,000.00 annually.

 

This position may be required to occasionally perform duties other than those listed on the position description. 

 

This position requires a security background check, including fingerprint as a condition of employment. 

 

Employees of the Department of Financial Services are paid on a monthly pay cycle. 

 

Responses to qualifying questions must be clearly supported by the state application and any omission, falsification or misrepresentation in the answering of the qualifying questions will be cause for immediate elimination from the selection process. 

 

MINIMUM QUALIFICATIONS FOR THIS POSITION INCLUDES THE FOLLOWING REQUIRED ENTRY LEVEL KNOWLEDGE, SKILLS AND ABILITIES:

  • Knowledge of the principles, practices, and techniques of computer programming and/or computer system analysis.
  • Knowledge and experience with service request ticket tracking systems.
  • Knowledge and use of with Microsoft Products (Office, Outlook, Internet Explorer, Active Directory, WSUS, SCCM, Windows 7/2000/XP/Vista etc).
  • Knowledge of the basic workings of personal computers, smart phones and tablets.
  • Knowledge of the basic understanding of local and wide area networks.
  • Ability to deal with others in difficult and complex situations to achieve resolution.
  • Ability to convey information clearly and concisely to groups or individuals either verbally or in writing.
  • Ability to assign work and to establish work rules and acceptable levels of quality and quantity of work. 
  • Ability to develop and maintain effective relationships with others in order to encourage and support communication and teamwork.  
  • Ability to take prompt action to accomplish objectives.
  • Ability to develop and maintain strong relationships with customers by listening, understanding and responding to identified needs.
  • Ability to facilitate the flow of work for a process or procedure.
  • Ability to arrange and assign work to use resources efficiently.
  • Ability to identify problems; determine possible solutions, and actively work to resolve the issues.
  • Knowledge of the principle, practices, and techniques of computer technology.

 

OTHER KSAs (Incumbent may learn on job):

  • Ability to work with of remote communication software
  • Ability to effectively handle multiple priorities and assignments.
  • Ability to develop and documentation of policies, procedures, standards, and guidelines.

 

BRIEF DESCRIPTION OF DUTIES:

  • Supervise the day-to-day operations of the Help Desk.
  • Hire, train, evaluate and establish working schedules for staff.
  • Review and analyze metrics to monitor Help Desk performance and identify trends.
  • Maintain a great working relationship with divisional leaders.
  • Manage escalation procedures for incident and request tickets to ensure service levels are maintained.
  • Maintain a high level of customer service while working with customers on the phone, email, and direct contact.

 

If you are a retiree of the Florida Retirement System (FRS), please check with the FRS on how your current benefits will be affected if you are re-employed with the State of Florida. Your current retirement benefits may be canceled, suspended or deemed ineligible depending upon the date of your retirement.

The State of Florida is an Equal Opportunity Employer/Affirmative Action Employer, and does not tolerate discrimination or violence in the workplace.

Candidates requiring a reasonable accommodation, as defined by the Americans with Disabilities Act, must notify the agency hiring authority and/or People First Service Center (1-866-663-4735). Notification to the hiring authority must be made in advance to allow sufficient time to provide the accommodation.

The State of Florida supports a Drug-Free workplace. All employees are subject to reasonable suspicion drug testing in accordance with Section 112.0455, F.S., Drug-Free Workplace Act.


Nearest Major Market: Tallahassee