Responsibilities
- Oversee user-facing IT service operations including incident management, problem resolution, request handling, desk-side support, and event coordination across the organization.
- Liaise between technical teams, service owners, government representatives, and customer support units to ensure seamless operational continuity.
- Ensure all service delivery activities align with defined service level agreements, performance objectives, quality benchmarks, and stakeholder expectations.
- Identify opportunities to enhance service operations by reducing inefficiencies, standardizing processes, and improving end-user satisfaction.
- Lead resolution efforts for cross-functional service delivery challenges, process breakdowns, handoff failures, and escalated incidents.
- Support performance tracking, service governance, operational reviews, corrective action planning, and ongoing service improvement initiatives.
Benefits
- Comprehensive benefits package including medical, dental, and vision insurance, retirement savings plan, life and disability coverage, paid time off, and holiday leave.
Work Arrangement
On-site — DMV
Other
- Location: DMV
- Work environment: On Site
- Noise level: Low
- Work schedule: Day shift, Monday through Friday, with potential need for evening or weekend hours to meet program demands
- Travel requirement: Less than 10%
- U.S. Citizenship is required
- Secret clearance is mandatory
- Physical demands: Regular use of hands for handling and feeling; reaching with arms; speaking and hearing; standing, walking, sitting, climbing, balancing, stooping, kneeling, crouching, or crawling; lifting up to 10 pounds regularly, and frequently lifting up to 25 pounds and occasionally up to 50 pounds; close vision, distance vision, peripheral vision, depth perception, and focus adjustment required
- Employees and applicants may be subject to drug testing when necessary to maintain a safe and compliant workplace
- Applying for a position constitutes consent to receive text messages about interview and employment status; text 'STOP' to opt out
- Employer maintains a drug-free workplace
- By applying, candidates consent to the retention and use of their name, email, and contact details for employment-related purposes
