Service Desk Manager

Service Desk Manager ( 260000AK ) Organization

Secretary of State

Agency Contact Name and Information

Ambra Storay

Unposting Date

Jan 29, 2026, 4:59:00 AM

Work Location

SOS Civic Center Dr 4 180 Civic Center Dr Floor 4 Columbus 43215

Primary Location

United States of America-OHIO-Franklin County-Columbus

Compensation

$115,000 - $125,000 based on experience and skill

Schedule

Full-time

Union

Exempt from Union

Primary Job Skill

Information Technology

Technical Skills

Information Technology

Professional Skills

Attention to Detail, Collaboration, Responsiveness, Continuous Improvement

Primary Technology

Not Applicable

Agency Overview

SERVICE DESK MANAGER

About Us:

As Ohio’s Secretary of State, Frank LaRose is doing his part to deliver a thriving democracy and a prosperous economy for all Ohioans. In his role as the state’s chief elections officer, he is working to ensure that Ohio’s elections are both secure and accessible. And, as the first stop for new businesses in the Buckeye State, he is assisting entrepreneurs as they receive articles of incorporation for a new business.

Job Description

POSITION SUMMARY
Under the direct supervision of the Network Manager, the Service Desk Manager oversees daily operations of the Secretary of State (SOS) Enterprise Service Desk, providing technical support to SOS staff and 88 county Board of Election offices. The role manages the service desk team, ensures continuous service improvement, and enforces security protocols across devices and networks. Key responsibilities include remote troubleshooting, escalating unresolved issues, ensuring Service Level Agreements (SLAs) are met, and tracking performance metrics.

The Service Desk Manager collaborates with internal departments for IT resource management and onboarding. This role requires staying current with industry trends and participating in disaster recovery and incident response teams. The position is overtime-exempt.

ESSENTIAL DUTIES AND RESPONSIBILITIES Service Desk and IT Operations Management

• Manage daily operations of the service desk and service desk team
• Represent the service desk to stakeholders, ensuring continuous development and improvement
• Provide technical support for Secretary of State (SOS) staff and all 88 county Board of Election offices
• Oversee technical assistance for both internal and external customers
• Establish and maintain Service Level Agreements (SLAs) to ensure timely IT service delivery
• Oversee standard image, application, and OS updates to maintain a secure environment
• Develop and maintain procedures for agency shared resources (e.g., conference rooms)
• Manage IT onboarding/offboarding processes, ensuring proper hardware assignment and network access

Technical Troubleshooting and Support

• Perform remote troubleshooting and elevate unresolved issues to next-level support
• Provide advanced technical assistance, troubleshooting, and resolution of complex computer-related issues
• Document and track issues, problems, and resolutions in Service Now

Collaboration and Coordination

• Collaborate with SOS departments (e.g., IT, HR, Finance) to manage IT assets and ensure accurate procurement and assignment.
• Participate in meetings to discuss projects, system designs, and their impact on IT infrastructure

Training and Professional Development

• Stay current on industry standards and emerging technologies through training, literature review, and attending seminars
• Develop and provide ongoing training for SOS staff on technical systems and procedures

Other Responsibilities

• Participate in disaster recovery, incident response, and other specialized teams as required, including 24/7 operations if needed

Unusual Working Conditions

• May require evening and weekend work
• Unclassified position, overtime exempt
• Travel required; must have a valid driver’s license and provide own transportation

Why Work for the State of Ohio

At the State of Ohio, we take care of the team that cares for Ohioans. We provide a variety of quality, competitive benefits to eligible full-time and part-time employees*. For a list of all the State of Ohio Benefits, visit our Total Rewards website ! Our benefits package includes:

• Medical Coverage
• Free Dental, Vision and Basic Life Insurance…