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DAS OIT CSC Managed Services Operations Specialist

TMH Solutions
Columbus, Ohio, United States
December 09, 2018


Job Summary:

This position is with the State of Ohio Dept of Administrative Services and will be responsible for assisting with the management and support of the OIT Customer Service Center. The focus is to provide exceptional service at an enterprise level to State Agencies, Boards and Commissions. This begins with ensuring established guidelines and processes that’s required to fulfill the business needs are followed.


• Assist with managing the Customer Service Center (CSC) to ensure daily delivery targets are achieved and established process & procedures are followed.

• Ensure tickets are assigned to the appropriate groups while meeting Service Level Agreement.

• Assist with providing direction to CSC agents and techs related to OIT Services (e.g., O365, Mainframe, Network, Security, Servers & Storage).

• Manage escalations and major incidents including the facilitation of technical/customer bridge lines, logistics, communications and coordination of service area assistance.

• Utilize ITSM and ITIL standards and best practices to support services provided to DAS customers.

• Ensure proper and effective communication to OIT Service Areas and customers.

• Assist with developing & managing CSC reports & distributes to management as required (e.g. Afterhour Awareness Report, Shift Hand-off Report, CSC Management Reports, etc.).

• Monitor events and wall monitors to proactively identify service interruptions and outages.

• Assist with developing requirements, workflows, processes and procedures.

• Assist with and manages CSC projects and initiatives as assigned.

Specific Knowledge:

• 3+ years of experience in IT Service Management [ServiceNow] utilizing ITIL standards & best practices.

• 3+ years of experience supervising/managing a team in a Customer Service (helpdesk) environment.

• 3+ years of experience working in a technical environment or on automation initiatives/projects.

Specific Skills:

• Experienced “Forward Thinker” or “Thought Leader” that is skilled with the ability to turn innovative ideas into reality.

• Experience working in a fast-paced team environment to complete multiple projects simultaneously according to business and technical requirements.

• Excellent interpersonal skills; ability to build strong collaborative partnerships across functional lines and at all levels within the organization and the business.

• A synergistic team player with excellent communication and interpersonal skills.

• Solid leadership, problem solving, project management and decision-making skills.

• Results-driven with consistent success in delivering business objectives that improves service and support.

Specific Abilities:

• Critical and strategic thinker with the ability to follow quality standards

• Able to balance multiple assignments and report time spent on all work activities

• Flexible, dependable and able to work in a team environment • Strong communication skills are extremely important in this position. Updated 5/18/18 dc