Job Description
Posting number: 191253
Department: Department of Behavioral Health and Developmental Disabilities
Division: Central Office
Job classification: IT Director I
Posting type: Open & Promotional
Categories: Administration, IT and Computers, Management, Professional, Customer Service, Program Management, Software
Are you passionate about making a real difference in people's lives? Join our team at the SC Department of Behavioral Health and Developmental Disabilities (BHDD) where we are dedicated to providing compassionate and accessible care to our community. We are seeking an IT Service Delivery Director who is motivated to help individuals and families navigate life's challenges and achieve long-term wellness. If you want to use your skills to build a healthier, more resilient community, we encourage you to apply.
This position is located at the SC Department of Behavioral Health and Developmental Disabilities (BHDD), Central Office, 400 Otarre Parkway Cayce, SC 29033.
As the IT Service Delivery Director, you will provide effective and efficient management of BHDD IT Service Delivery teams, including the Service Desk, Regional Endpoint Support, and Incident and Change Management functions. This position will establish duties, schedule work, set priorities, evaluate team performance, and ensure services conform to BHDD operational, security, continuity, and customer service standards. You will coordinate closely with agency customer service and IT leadership to improve service quality, ticket resolution, communication, disaster recovery readiness, and the support experience for all BHDD customers.
Responsibilities for the IT Service Delivery Director:
- Supervise staff to Include preparing performance planning and evaluation documents and related personnel paperwork. Coaches, counsels and trains employees. Establishes and monitors work processes, Implements management policies and Initiatives, promotes teamwork, and holds managers and staff accountable for service quality and operational standards.
- Provide leadership direction, strategic guidance, and operational oversight for BHDD Service Delivery team. Ensure best-practice processes, documentation, SLAs, and customer experience standards are maintained across all support functions. Oversee ticket flow, escalation patterns, and systemic barriers to service performance - ensuring Issues are resolved through process improvement, automation, or cross-team collaboration.
- Provide leadership, oversight, and strategic direction for BHDD Service Desk operations to ensure all customers receive timely, effective, and high-quality customer support. Establish, document, review, and Improve Service Desk processes to ensure alignment with BHDD support standards, operational procedures, and customer service expectations. Monitor service performance, identify opportunities to Improve workflows and issue resolution, and promote practices that Increase first-call resolution.
- Provide leadership, oversight, and strategic direction for BHDD's regional Endpoint Support teams. Ensure effective operational support, deployment, troubleshooting, lifecycle management, and security compliance for endpoint technologies and related solutions. Develop and reinforce consistent policies, procedures, and support standards; monitors ticket trends to Identify recurring endpoint issues: coordinate corrective action; and promote clear, timely communication among the Service Desk, Regional Endpoint teams, and Incident and Change Management functions.
- Provide oversight and strategic direction of Incident and change management processes to ensure appropriate response to unplanned events or service interruptions and to restore services to their operational state. Ensure standard procedures are used for efficient, documented, and prompt handling of IT infrastructure and service changes.
- Develop service delivery procedures, metrics, reports, briefings, and written updates for projects, operational Issues, and dally work assigned to the employee and teams under management. Promote secure, optimized, reliable services with appropriate disaster recovery and continuity capabilities.
Examples of duties
- A bachelor's degree in communications, business administration, information technology, mathematics, statistics, management information science or a related field and experience in telecommunicatlons, data processing and/or Information technology.
Additional Requirements
- 5+ years of demonstrated experience managing IT service delivery, service desk, endpoint support, Incident management, change management, customer service, and cross-functional technical teams. (Experience should include developing operational standards, improving service processes, managing escalations, supervising technical managers or staff, communicating with leadership, and ensuring IT services follow security, operational, and continuity requirements.)
- This position is essential for regular daily business operations and may be required to report to work during emergency situations or hazardous weather events as directed by management.
- Position may require travel to BHDD facilities, evening/weekend work, on-call or call-back support, use of a mobile communications device, and coordination of after-hours response for major Incidents, service interruptions, and approved IT changes.
Qualifications
- Experience directing enterprise IT service delivery teams
- ITIL-based incident, change, request, problem, and service level management
- Service desk and endpoint support operations
- ITSM platforms and reporting
- Vendor and stakeholder management
- Disaster recovery or business continuity planning
- ITlL, PMP, CISSP / Securlty+, Microsoft, or other relevant IT management certification.
- Bilingual abilities in English and Spanish (or another language) are a plus.
Supplemental information
Post hire, employees must have:
- Knowledge of the principles and techniques of IT project management and creation and assignment of associated project tasks In an IT environment.
- Ability to plan and supervise the Implementation of short- and long-range IT initiatives and associated activities and objectives.
- Ability to plan, organize, direct, and review technical personnel.
- Ability to mentor and provide operational guidance.
- Ability to provide leadership to senior-level personnel.
- Ability to establish and maintain working relationships with users, technical staff, management, vendors, and others.
- Knowledge of the needs and priorities of the agency.
- Ability to set priorities.
The Department of Behavioral Health and Developmental Disabilities is committed to providing equal employment opportunities to all applicants and does not discriminate on the basis of race, color, religion, sex (including pregnancy, childbirth, or related medical conditions including, but not limited, to lactation), national origin, age (40 or older), disability or genetic information.
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. A resume will not be accepted nor reviewed to determine if an applicant has met the qualifications for the position.
The Department of Behavioral Health and Developmental Disabilities offers an exceptional benefits package for full time (FTE) employees:
- Health, dental, vision, long-term disability, and life insurance for employees, spouse, and children. Click here for additional information.
- 15 days annual (vacation) leave per year
- 15 days sick leave per year
- 13 paid holidays
- Paid Parental Leave
- S.C. Deferred Compensation Program available (S.C. Deferred Compensation)
- Retirement benefit choices *
*Enrollment in one of the listed plans is required for all FTE employees; please refer to the contribution section of hyperlinked retirement sites for the current contribution rate of gross pay.
