WT: HELP DESK MANAGER

State of Florida

  • Tallahassee, FL
  • $65,000-70,000 per year
  • Permanent
  • Full-time
  • 7 days ago
Requisition No: 859804Agency: Florida Gaming Control CommissionWorking Title: WT: HELP DESK MANAGER - 41500051Pay Plan: SESPosition Number: 41500051Salary: $65,000 - $70,000Posting Closing Date: 09/11/2025Total Compensation EstimatorFlorida Gaming Control CommissionOffice of Information TechnologyComputer & Info Systems Manager I - SES(WT: Help Desk Manager)
Position Number: 41500051
Hiring Salary: $65,000 - $70,000***OPEN COMPETITIVE***Overview:The Florida Gaming Control Commission is responsible for exercising all regulatory and executive powers of the state with respect to legal gaming, including pari-mutuel wagering, cardrooms, slot machine facilities, oversight of gaming compacts, and other forms of gambling authorized by state law, excluding the Lottery, as well as directly enforcing Florida’s gaming laws and combatting illegal gambling activities.The agency is overseen by five Commissioners who are appointed by the Governor, with Commissioners appointing an Executive Director who leads a team of nearly 200 staff members. The mission of the Florida Gaming Control Commission is to preserve and protect the integrity of gaming activities through fair regulation, licensing, effective criminal investigation, and enforcement.The Commission offers a supportive work environment that fosters growth and collaboration.Position Duties and Responsibilities:The FGCC is currently seeking a manager to oversee our workstation support/help desk team. This role involves performing complex technical and administrative tasks to support a statewide distributed computer systems network utilized by end users. Responsibilities include managing hardware, software, and telecommunication components of distributed systems. The selected candidate will supervise staff providing information technology support for end-users and support multiple office sites, which may necessitate extensive travel.This position reports directly to the Chief Technology Officer (CTO) and will serve as a leader within our growing agency. The individual in this role will manage all aspects of the workstation support/help desk, including identity management, IT inventory management, and desktop support. Given FGCC's statewide presence, this role requires travel to remote offices. Additionally, the candidate must be capable of lifting and moving up to fifty pounds.The duties are as follows:
  • Leading and managing the workstation support/help desk team, ensuring timely and effective support for end users across multiple office sites;
  • Providing both proactive and reactive technical support for hardware, software, and telecommunications systems;
  • Overseeing the operation and maintenance of end-user computing devices, printers, storage devices, mobile devices, and VoIP/collaboration tools;
  • Setting up and supporting remote user connectivity and administering telephony infrastructure;
  • Ensuring the alignment between IT services and business objectives through strong stakeholder relationships;
  • Managing identity and access control systems, including Azure Active Directory (Entra ID);
  • Maintaining accurate IT inventory records and ensuring quality management of services with a focus on continuous improvement;
  • Troubleshooting and resolving hardware and software issues efficiently;
  • Traveling to remote offices across Florida to provide on-site IT support; and
  • Supervising and motivating IT support staff, managing vendors, and overseeing technology projects and budgets.
Minimum Requirements:
  • At least four (4) years of workstation support experience, including one (1) year in a team lead or managerial role.
  • An associate's degree from an accredited college or university may substitute for two (2) years of experience.
  • Proven experience with infrastructure support, including networking, Azure Active Directory (Entra ID), Microsoft 365 tools, and current operating systems.
  • Experience leading efforts in infrastructure to include networking, Azure Active Directory (Entra ID), and/or Workstation Support.
  • Experience with IT inventory management, identity management, and service quality improvement.
  • Familiarity with cloud services, telephony systems, and remote user support.
  • Proven history of solving hardware and software problems.
  • Demonstrated ability to lead teams, manage projects, and coordinate with vendors and contractors.
  • Willingness and ability to travel extensively across Florida.
Preferred Knowledge, Skills & Abilities:Knowledge of principles and processes involved in business and organizational planning, coordination, and execution.Knowledge of security principles and processes.Knowledge of cloud computing and cloud-based infrastructure.Knowledge of current trends and State of Florida initiatives in the area of management information systems.Ability to communicate information technology issues effectively with non-technical users.Ability to maintain an accurate inventory of IT equipment.Ability to manage large scale technology projects.Ability to manage vendors and team members.Ability to lift and move up to 50 pounds.Strong oral and written communication skills.Strong troubleshooting skills for both hardware and software issues.Proficiency in managing, leading, directing, coordinating, and supervising the staff's work.Provide leadership and motivation to IT support staff.BENEFITS OF WORKING FOR THE STATE OF FLORIDA:Working for the State of Florida is more than a paycheck. The state offers a comprehensive compensation package for our Select Exempt Service (SES) employees that features a highly competitive set of benefits including:
  • Low premium health, dental, vision, life, and supplemental coverage options!
  • Paid personal time that includes annual leave, sick leave, nine paid holidays, and one personal holiday!
  • Paid administrative leave for mentoring, volunteering, voting, and more!
  • Family planning support that includes adoption benefits and paid/unpaid leave options for family and medical responsibilities!
  • Retirement plans that include employer contributions (For more information, visit
  • Deferred compensation plans!
  • FREE basic life insurance plus additional options for you, your spouse, and children!
  • Flexible Spending Accounts!
  • Tuition waivers!
IMPORTANT NOTICES:
  • The Florida Gaming Control Commission has employment restrictions for all commission employees referenced in sections 16.713 and 16.715, Florida Statutes.
  • This position requires a Level 2 background screening including fingerprinting, as a condition of employment and participation in direct deposit. You will be required to provide your Social Security Number (SSN) and/or State Issued Photo Identification in order to conduct this background screening.
Applicants are required to apply through the People First system by the closing date, by applying online. All required documentation must be received by the closing date of the advertisement. If you have any questions regarding your application, you may call 1-877-562-7287.Special Reminders:Male applicants born on or after October 1, 1962, will not be eligible for hire or promotion unless they are registered with the Selective Services System (SSS) before their 26th birthday, or have a Letter of Registration Exemption from the SSS. For more information, please visit the SSS website:If you are a retiree of the Florida Retirement System (FRS), please check with the FRS on how your current benefits will be affected if you are re-employed with the State of Florida. Your current retirement benefits may be canceled, suspended, or deemed ineligible depending upon the date of your retirement.We hire only U.S. citizens and lawfully authorized alien workers. Our agency participates in the E-Verify System which is a federal government electronic database available for employers to use to verify the identity and employment eligibility of all persons hired to work in the United States.The Florida Gaming Control Commission is committed to increasing recruitment and hiring of individuals with disabilities and improving employment outcomes.The State of Florida is an Equal Opportunity Employer/Affirmative Action Employer, and does not tolerate discrimination or violence in the workplace.Candidates requiring a reasonable accommodation, as defined by the Americans with Disabilities Act, must notify the agency hiring authority and/or People First Service Center (1-866-663-4735). Notification to the hiring authority must be made in advance to allow sufficient time to provide the accommodation.The State of Florida supports a Drug-Free workplace. All employees are subject to reasonable suspicion drug testing in accordance with Section 112.0455, F.S., Drug-Free Workplace Act.

State of Florida