About the Agency
The Mississippi State Department of Health's mission is to protect and advance the health, well-being, and safety of everyone in Mississippi. Questions about this position can be directed to [email protected].

About the Position
Supervise day to day operations of client support technicians. assign, prioritize, and monitor support tickets, provide coaching, guidance, and performance feedback, facilitate team meetings, knowledge sharing, and skill development. Ensure timely resolution of incidents and service requests, maintain service-level compliance (SLA adherence, response times, escalations, review ticket quality and documentation, manage escalations from technicians and handle complex issues. Support technicians with diagnosing and resolving advanced technical problems, ensure proper use of tools (ticketing system, remote support, endpoint management, etc.), Oversee hardware/software deployments, imaging, patching, and troubleshooting. Serve as primary point of contact for high-priority client issues, ensure high-quality customer experience and positive communication, build relationships with internal departments and external vendors. Develop and refine support procedures, workflows, and best practices, maintain knowledge base articles and documentation, implement process improvements to increase efficiency. Track and report on ticket volumes, trends, and technician performance, identify patterns that require preventive action or root cause analysis, propose staffing or resource adjustments based on workload. Organize training for new technologies, systems, or procedures for staff and users, maintain team readiness for emerging IT support needs. Identify and pursue opportunities for organizational efficiency by strategically partnering with colleagues across the team and fellow IT departments Ensure sound communication and completion between various groups and projects. Serve as liaison between learning and internal technology teams to ensure that all targets and requirements are being met and implemented. Map technology design across features and teams to communicate how the entire platform works as well as to help keep track of which features are at which stage throughout a new portal or project.

What you'll need to be Successful
The candidate will need to possess a technical aptitude to be able to quickly learn new technologies and to design, develop and review blended learning solutions and online training materials and content. Must have the ability to adjust quickly to changing workload, new tools, or new procedure. The position will require critical thinking to determine root cause and implement corrective actions. Conflict resolution and de-escalation skills are a needed. The ability to prioritize tasks for both self and team. The candidate will need a strong attention to detail, documentation, and process adherence. The ability to build strong working relationships across departments. The Candidate will need empathy, patience, and active listening when dealing with clients and staff. Will need to be able to give and receive clear verbal and written communication. Must have the ability to document processes, issues, and resolutions effectively. Also, will need to be comfortable leading meetings and presenting information to management.

Preferred Qualifications

Typically requires a Bachelor’s Degree and 7-10+ years of experience in an IT end user service management support environment.