Role Overview:

The Child Welfare IT Help Desk Manager oversees daily operations of the DCS help desk, ensuring consistent, high-quality support for internal and external users of the child management data systems. This role provides leadership, direction, and coordination for first line user support delivered through the Jira Service Desk platform and the Genesys phone system. You will ensure service requests and incidents are managed efficiently, collaborate closely with IT divisions to resolve system-related issues, and support system enhancements, testing, and user communication. The role exists to maintain service reliability, strengthen user satisfaction, and ensure operational continuity for critical agency systems.

This position operates on a fully remote schedule. You will be required to meet minimum internet speed requirements, including upload and download speeds.

Salary:

The salary for this position traditionally starts at $93,002.00 but may be commensurate with education and work experience. Use our Compensation Calculator to view the total compensation package.

A Day in the Life:

The essential functions of this role are as follows:

• Provide effective leadership and supervision to help desk staff, promoting high performance, accountability, and ongoing professional development.
• Manage and optimize daily help desk operations, including ticket workflows, phone support procedures, and service-level adherence.
• Ensure timely, accurate, and consistent support across Jira Service Desk, Genesys phone support, and email channels.
• Collaborate with internal IT divisions to support issue triage, system troubleshooting, enhancement testing, and preparation of user communication.
• Create and maintain documentation, standard operating procedures, and knowledge base resources.
• Use data and reporting to monitor service trends, identify recurring issues, and recommend process or training improvements.
• Build strong user relationships through clear communication, empathy, and guidance during outages, updates, or issue resolution.
• Support project planning and implementation by coordinating help desk readiness and preparing staff for new system features.

The job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee. Other duties, responsibilities, and activities may change or be assigned at any time.

This position is exempt from overtime compensation for additional work hours that may be required to complete essential functions or other assigned work. Exempt employees may work more than 75 hours in a pay period without additional compensation and must report a minimum of 75 hours per pay period of work hours and/or paid leave taken to receive their base biweekly salary.

What You'll Need for Success:

Leadership & Staff Development:

• Ability to oversee, coach, and support help desk staff while maintaining high standards of performance and accountability.
• Ability to delegate work, set clear direction, and manage workflow.
• Ability to effectively give feedback, provide guidance or corrective action, coach, and develop employee skillsets.

Technical Support & Systems Knowledge:

• Deep understanding of help desk operations, ticketing systems (Jira), phone support platforms (Genesys), and troubleshooting workflows.
• Broad knowledge of technical problems and solutions as they relate to the current and future business environment.
• Extensive knowledge of the set of structures and models needed to understand or describe the software system, including the software elements, the relations between them and the properties of both elements and relations.
• Working knowledge of the application of software development methodologies.
• Familiarity with the techniques and existing systems used for structuring data elements and showing relationships between them, as well as methods for interpreting the data structures and relationships.

Communication, Coordination & Customer Service:

• Strong ability to communicate clearly, collaborate with internal IT teams, support users during issues or outages, and promote a positive service experience.

Additional qualifications:

• Extensive knowledge of the organization's business systems and industry requirements.
• Extensive knowledge of project management theories and practices and the ability to apply that knowledge.
• Familiarity with transposing a series of requirements into a clear and organized software design.
• Ability to apply project management methodologies to determine how a system should work and how changes in conditions, operations, and the environment will affect outcomes.
• Ability to use logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions, or approaches to problems.
• Ability to understand the implications of new information for both current and future problem-solving and decision-making.
• Ability to understand how change management methodology aligns with and enhances project management and implementation.
• Ability to perform essential functions with or without reasonable accommodation.

A degree is not required. However, at least 5+ years of experience, including two 1+ years of supervisory experience, applying the outlined knowledge, skills, and abilities in a similar role may be considered.

Benefits of Employment with the State of Indiana:

The State of Indiana offers a comprehensive benefits package for full-time employees that includes:

• Three (3) medical plan options (including RX coverage) as well as vision and dental plans
• Wellness Rewards Program: Complete wellness activities to earn gift card rewards
• Health savings account, which includes bi-weekly state contribution
• Deferred compensation 457(b) account (similar to 401(k) plan) with employer match
• Two (2) fully-funded pension plan options
• A robust, comprehensive program of leave policies covering a variety of employee needs, including but not limited to:
  • 150 hours of paid New Parent Leave and up to eight weeks of paid Childbirth Recovery Leave for eligible mothers
  • Up to 15 hours of paid community service leave
  • Combined 180 hours of paid vacation, personal, and sick leave time off
  • 12 paid holidays, 14 in election years
• Education Reimbursement Program
• Group life insurance
• Referral Bonus program
• Employee assistance program that allows for covered behavioral health visits
• Qualified employer for the Public Service Loan Forgiveness Program
• Free Parking for most positions
• Free LinkedIn Learning access