DTI Lead Service Support Specialist

DTI Lead Service Support Specialist

Department: Delaware Department of Technology and Information

Opening Date: 12/3/2025 12:00:00 AM

Closing Date: 12/16/2025 11:59:00 PM

Type of Recruitment: Exempt-Non Merit

Salary: $57,974.00 - $69,569.00 per year (FR2)

Shift

Hours:

8:00 AM – 4:30 PM

Employment Term: Regular

Location: William Penn Building

Contact: DTI Talent Acquisition – _Manager

Telework Eligible: Yes

The Lead Service Support Specialist provides day‑to‑day supervision to the help desk support team for the customer base of the Department of Technology and Information (DTI). This position reports directly to the Service Desk Supervisor and is responsible for coordinating service delivery, ensuring incident resolution, and maintaining knowledge assets.

• Coordinate a team of Service Support Specialists to maintain day‑to‑day help desk support for DTI.
• Execute DTI Service Desk contact, incident, and request management policies and procedures.
• Ensure Service Support Specialists adequately diagnose and troubleshoot all computer‑related incidents.
• Escalate incidents to level 2 and level 3 technical support entities as required.
• Communicate incident status and system outage notifications to customers, technical staff, and applicable management.
• Log all incidents and problem resolution activities into a computerized tracking system and monitor tickets to meet service level thresholds.
• Develop and maintain a robust and accurate knowledge‑base repository.
• Provide hands‑on PC and peripheral equipment troubleshooting, repair, and installation support to DTI staff and customers.
• Generate help desk related performance statistics.
• Train new Service Desk support staff and deliver training to DTI staff and customers as required.
• Perform other tasks as assigned.

• High school diploma or GED.
• Within the last 3 years, at least 2 years of experience on an IT Service Desk.
• Minimum of 1 year experience with Service Now.
• Minimum of 1 year experience conducting help desk training.

• Bachelor’s degree in Computer Science, Information Systems, I/T discipline, or related field.
• Certifications:
  
  CompTIA A+, Network+, MCSA, MCSE, or CCNA.

• Minimum of 5 years’ experience working in a computer technical environment.
• Minimum of 5 years’ experience providing technical phone support on a help desk and customer service support.
• Minimum of 4 years’ professional experience troubleshooting, installing, upgrading, and repairing personal computers and peripheral devices.
• Minimum of 4 years’ experience with automated help desk application tools.
• Minimum of 1 year of experience developing, evaluating, and maintaining functional and technical documentation.

Criminal background check: A satisfactory fingerprint‑based criminal background check administered by the Delaware State Police is required as a condition of hire.

All applicants must be legally authorized to work in the United States. DTI participates in the Federal E‑Verify system. DTI does not provide employment‑based sponsorship.

• Group Health Plan, Dental Plan, Vision Plan, Prescription, Flexible Spending (Health and Dependent Care)
• Long & Short Term Disability Insurance, Group Universal Life Insurance, Accident & Critical Illness Insurance, Health Management Programs
• 21 paid vacation days, 15 paid sick days, 13 paid holidays, up to 12 weeks paid parental leave
• Tuition reimbursement up to $4,000 annually
• State‑funded learning opportunities, mentor programs, and professional development opportunities
• Employee Assistance Program:
  Professional Counseling, Legal Services, Financial Services
• Employer & Employee Funded Pension Plan and Employee Funded Retirement Savings Plan

For more detailed information, visit the Delaware Division of Human Resources Benefits page: (Use the "Apply for this Job" box below)..shtml

The application and supplemental questionnaire are evaluated based on a rating of your education, training, and experience as they relate to the job requirements. Complete and accurate information on dates of employment, job titles, and duties is essential. Once submitted online, all correspondence will be sent via email. You may view correspondence in the “My Applications” tab aware.gov.

Accommodations are available for applicants with disabilities in all phases of the application and employment process. TDD users may request an auxiliary aid or service by calling  or visiting  For additional applicant services support, contact  or email .

The State of Delaware is an Equal Opportunity employer and values a diverse workforce. We encourage and seek a workforce representative of Delaware including race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression.