General Description

The Georgia Department of Community Affairs (DCA) is a state organization dedicated to partnering with communities to help create a climate of success for Georgia's families and businesses. DCA offers a fast-paced, challenging, and dynamic environment that requires attention to detail, pride in quality of work, and the ability to work as a versatile team player.

Summary

Leads enterprise IT Service Desk operations, including service delivery strategy, SLA governance, performance analytics, and continuous service improvement. Oversees ITSM platform (ServiceNow), asset management, and end-user support services to ensure high-quality, efficient, and scalable IT operations aligned with business objectives.

Job Functions:

• Lead end-to-end IT Service Desk operations, ensuring effective ticket lifecycle management, SLA compliance, and high customer satisfaction
• Define, implement, and enforce service level agreements (SLAs) and operational level agreements (OLAs)
• Establish and maintain IT service governance, standard operating procedures, and service catalog management aligned with ITIL best practices
• Drive continuous service improvement through performance analytics, trend analysis, and process optimization
• Oversee ServiceNow ITSM and Hardware Asset Management (HAM), including workflow design, reporting, and automation
• Define and report on KPIs (e.g., first-call resolution, SLA adherence, customer satisfaction) to IT leadership
• Lead problem management and root cause analysis efforts to reduce recurring incidents and improve service stability
• Manage vendor relationships and service performance for end-user technologies, ensuring cost efficiency and service quality
• Oversee lifecycle management strategy for end-user computing and IT assets, including procurement standards, deployment models, and inventory governance
• Drive automation initiatives, including self-service capabilities and knowledge base development, to improve efficiency and reduce ticket volume
• Provide executive-level reporting on service performance, risks, and improvement initiatives
• Establish escalation frameworks and ensure timely resolution of complex incidents through cross-functional coordination
• Lead workforce planning, staff development, performance management, and team engagement
• Ensure compliance with organizational policies, security standards, and operational procedures

Experience/Skills:

• 5+ years of progressive IT support experience, including 3+ years in a supervisory or leadership role
• Experience leading enterprise IT Service Desk operations in a complex environment
• Strong knowledge of ITIL practices (Incident, Problem, Change, and Service Request Management)
• Hands-on experience with ServiceNow or similar ITSM platforms, including reporting and workflow automation
• Experience with Microsoft 365, Teams, and identity management (Entra ID/Azure AD)
• Knowledge of endpoint management, asset lifecycle management, and service delivery models
• Strong analytical skills with experience using performance metrics and dashboards (e.g., ServiceNow Performance Analytics)
• Experience with vendor management and service performance oversight
• Strong communication skills with ability to present to both technical and executive audiences
• Experience driving process improvement, automation, and operational efficiency

Education:

• Bachelor's degree in business management, Business Administration, Computer Science, Information Technology and/or related is preferred. Or five years of related experience would be commensurate to the degree requirement.

Preferred Qualifications:

• ITIL v4 Foundation or higher
• ServiceNow certification(s)
• Azure and/or AWS cloud certification(s)
• Experience implementing automation or self-service support models
• Experience in government or public sector environment

Working Conditions ( Travel, Hours, Environment)

This position is currently designated as an in-office position. This position is full-time (40 hours per week) and may require occasional overtime. Local periodic travel may be required.

Physical/ Sensory Requirements:

Work is principally stationary, but the person in this position needs to occasionally move about inside the office to access file cabinets, office machinery, etc., and constantly operate a computer and other office equipment.

Must be able to remain in a stationary position 50% of the time.

Must be able to perform office-related duties.

Must be able to operate office equipment.

Must be able to establish and maintain effective working relationships with employees, tenants, and community agencies and other entities that provide services.

Must be able to perform essential job functions, with or without reasonable accommodation.

Must be able to perform essential job functions in an environment that will sometimes include increased levels of work-related stress.

Must maintain punctuality and attendance as scheduled.

High school diploma/GED; or two (2) years of experience at the lower level Help Desk Analyst 3 (ITP152) or position equivalent.Note: An equivalent combination of knowledge, education, job or intern experience, training, or certifications that provides the necessary knowledge and skills to successfully perform the job at the level listed may be substituted year-over-year.