Information Systems & Services Admin. - 31001701

Requisition No: 847536 

Agency: Division of Emergency Management

Working Title: Information Systems & Services Admin. - 31001701

 Pay Plan: SES

Position Number: 31001701 

Salary:  $80,230.56 

Posting Closing Date: 03/10/2025 

Total Compensation Estimator Tool

Help Desk Manager

Office of Information Technology & Management

State of Florida Division of Emergency Management

This position is located in Tallahassee, FL

The Florida Division of Emergency Management plans for and responds to both natural and man-made disasters.  These range from floods and hurricanes to incidents involving hazardous materials or nuclear power.  The Division of Emergency Management (FDEM or Division) is the liaison between federal, state, and local agencies. FDEM prepares and implements a statewide Comprehensive Emergency Management Plan, routinely conducts extensive exercises to test state and county emergency response capabilities, provides technical assistance to local governments as they prepare emergency plans and procedures, as well as conducts emergency operations trainings for state and local government agencies.

The Division serves as the lead agency for the State Emergency Response Team (SERT), whose primary goal is the coordination of the state’s efforts during disaster response and recovery. This coordination is conducted within the State Emergency Operations Center (SEOC) in Tallahassee. Additionally, the Division manages the State Watch Office; the 24-hours a day operation tasked with providing situational awareness to stakeholders statewide. After a disaster, FDEM conducts damage assessment surveys and advises the Governor of the state of Florida on whether to declare an emergency and seek federal relief funds. It is against this backdrop that FDEM strives to demonstrate its mission of, “Coordinate, collaborate and communicate with our community stakeholders for a resilient Florida” along with our vision of, “Leading the Profession in building prepared and resilient communities”. 

Position Overview and Responsibilities:

This professional position within the Office of Information Technology and Management (ITM) and serves as the IT Help Desk Manager for FDEM.

Duties include, but not limited to:

• Provide oversight, guidance, and facilitation to desktop support personnel located at the State Logistics Resource Center (Orlando) and FDEM Headquarters (Tallahassee).
• Manage and support the Email Administrator.
• Provide staff and equipment to support IT concerns at EOC, Betty Easley Building, SLRC, Camp Blanding, FDEM warehouses, Mobile Command Vehicle, FEMA Joint Field Offices, Base Camps, Points of Distribution, COOP and NPP Exercises, and any other site needing FDEM IT support.
• Provide opinion, problem solving, and decision making within ITM.
• Choose and purchase IT hardware, software, and office supplies.
• Support IT asset management.
• Survey potential JFO sites and provide appropriate IT equipment and support personnel.
• Negotiate and secure contract personnel to support ITM operations during blue and grey sky events.
• This role is vital to the continued operational success of ITM as it provides a significant amount of oversight, evaluation, decision making, facilitation, and interaction with stakeholders within and outside of FDEM.
• Supervision that includes, but is not limited to:
  • Preparing and completing performance evaluations
  • Initiating staff personnel actions
  • Delegating and overseeing IT projects
  • Planning and directing workload
  • Mentoring and training subordinates
  • Managing work schedules
  • Approving time sheets, overtime requests, and leave requests
• Perform other related duties and travel as required in support of FDEM management.

Knowledge, Skills, and Abilities:

• Strong leadership skills.
• Excellent interpersonal abilities.
• Ability to critically analyze complex information and datasets.
• Strong project management abilities.
• Ability to manage large budgets and a strong knowledge of the budget process within the State Personnel System.
• Excellent verbal and written communication skills.
• Excellent customer service skills.
• Ability to quickly synthesize information, apply technical information, and make informed decisions.
• Ability to build consensus among stakeholders with various priorities and initiatives.
• Excellent organizational skills.
• Ability and willingness to quickly make crucial decisions.
• Broad understanding of information technology and cybersecurity

Minimum Qualifications:

• A minimum of three years’ experience in IT help desk or technical support roles.
• Ability to obtain minimum training requirements outlined by FDEM.
• Knowledge and ability to work with Active Directory, M365, and desktop imaging solutions.

Preferred Qualifications:

• Prior experience in an IT supervisory/management role.

Special Notes:

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

The Division of Emergency Management is committed to successfully recruiting and onboarding talented and skilled individuals into its workforce. The Division appreciates the service and sacrifices made by veterans and their family members. Further, FDEM recognizes the immeasurable value veterans bring to the workplace and is committed to increasing the number of veterans that serve in its workforce.

The Division of Emergency Management is committed to increasing recruitment and hiring of individuals with disabilities and improving employment outcomes. An individual with a disability is qualified if he or she satisfies the skills, experience, and other job-related requirements for a position and can perform the essential functions of the position with or without reasonable accommodation. Candidates requiring a reasonable accommodation, as defined by the Americans with Disabilities Act, must contact the FDEM Human Resources at (850) 815-4177 or by email at HumanResources@em.myflorida.com. FDEM requests applicants notify HR 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.

Successful completion of background screening will be required for this position.

The State of Florida and the Division of Emergency Management participate in E-Verify. This federal law requires all employers to verify the identity and employment eligibility of all persons hired to work in the United States.

In response to emergency events, Division of Emergency Management employees may be required to work irregular hours, to work more than 8 hours per day, to work extended periods (including weekends and holidays), to work at locations other than their official headquarters, and to perform duties in addition to those outlined in the employee’s position description. Employees must be able to deploy to emergency sites with limited advance notice.

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.