Lead Service Support Specialist

This position is for current DTI Employees Only

Recruitment #093022-MUAD71-110300


Looking for a rewarding career in the fast-paced technology industry? Look no further!

The Department of Technology & Information (DTI) is Delaware’s central IT organization committed to providing technology services and collaborative solutions for Delaware while working to improve the lives of Delawareans through advanced technologies that innovate government services. 

DTI employees have the opportunity to work with “best in class IT companies” offering our employees experience operating with some of the most talented in their field.

In addition to recruiting and retaining the best and brightest, DTI acknowledges and values the diversity of our employees. DTI recognizes that fostering a diverse workforce provides remarkable benefits in terms of innovative thinking, increased collection of skills and experiences, greater teamwork, and higher morale.

To learn more visit DTI’s Website at https://dti.delaware.gov/

DTI offers a robust hybrid work policy for employees whose job duties are conducive to working remotely.

Summary Statement

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. The incumbent is responsible for the following:

  • Coordinating a team of Service Support Specialists to maintain day to day help desk support for the Department of Technology and Information.
  • Execution of DTI Service Desk contact, incident, and request management policies and procedures.
  • Ensuring Service Support Specialists adequately diagnose and troubleshoot all computer-related incidents.
  • Ensuring all problems and incidents are adequately escalated to level 2 and level 3 technical support entities.
  • Ensuring all incident status and system outage notifications are adequately communicated to customers, technical staff, and applicable management entities.
  • Ensuring all incidents and problem resolution activities are logged into a computerized tracking system. Responsible for monitoring incident and request tickets to ensure resolution occurs within established service level thresholds.
  • Developing and maintaining a robust and accurate knowledge base repository.
  • Ensuring hands-on PC and peripheral equipment troubleshooting, repair and installation support is provided to DTI staff and customers as directed.
  • Generating help desk related performance statistics.
  • Training all new Service Desk support staff and providing Service Desk related training to DTI staff and customers, as required.
  • Performing other tasks, as assigned.

Selective Requirement

Selective Requirements must be met in addition to the job requirements.  Applicants who do not possess the selective requirement will not be qualified.

  • Within last 3 years must have spent at least 2 years working on an IT Service Desk.
  • A minimum of 1 year experience with ServiceNow.
  • A minimum of 1 year experience conducting help desk training.

Preferred Qualification

Applicants who do not possess the preferred qualification will still be eligible to compete for this position if job requirements are met.

  • Bachelor’s Degree with an emphasis in Computer Science or a related field, or an Associate’s Degree with at least five (5) years experience in a technical organization is preferred.
  • CompTia A+ and Network+ certifications are preferred. 
  • Certification in one or more is preferred: MCSA, MCSE, or CCNA.

Job Requirements

JOB REQUIREMENTS for Lead Service Support Specialist

Applicants must have education, training and/or experience demonstrating competence in each of the following areas:

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

Conditions of Hire

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 where we will provide the federal government with each Executive Branch new hires Form I-9 information to confirm that you are authorized to work in the U.S.  For more information refer to our Job Seeker Resources web page.

DTI does not provide employment-based sponsorship.


DTI’s Benefits to include:

  • Group Health Plan, Dental Plan, Vision Plan, Prescription, Flexible Spending, 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: Access to support services such as Professional Counseling Services, Legal Services, Financial Services.
  • Employer & Employee Funded Pension Plan as well as an Employee Funded Retirement Savings Plan available.

To learn more about the comprehensive benefit package please visit our website at https://dhr.delaware.gov/benefits/agencies/index.shtml

Selection Process

The application and supplemental questionnaire are evaluated based upon a rating of your education, training and experience as they relate to the job requirements of the position.  It is essential that you provide complete and accurate information on your application and the supplemental questionnaire to include dates of employment, job title and job duties.  

For education and training, list name of educational provider, training course titles and summary of course content.  Narrative information supplied in response to the questions must be supported by the information supplied on the application including your employment, education and training history as it relates to the job requirements.

Once you have submitted your application on-line, all future correspondence related to your application will be sent via email.  Please keep your contact information current.  You may also view all correspondence sent to you by the State of Delaware in the “My Applications” tab at StateJobs.Delaware.gov.


Accommodations are available for applicants with disabilities in all phases of the application and employment process. To request an auxiliary aid or service please call (302) 739-5458. TDD users should call the Delaware Relay Service Number 1-800-232-5460 for assistance.

The State of Delaware is an Equal Opportunity employer and values a diverse workforce. We strongly encourage and seek out 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. 

Selection Plan

Ongoing Application Review