Client Service Center Director - SDA 17
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Client Service Center Director - SDA 17
Salary
$56.58 - $76.92 Hourly
Location
Dimondale, MI
Job Type
Permanent Full Time
Job Number
0801-25-22-144SF
Department
Technology, Management and Budget
Opening Date
03/05/2026
Closing Date
4/4/2026 11:59 PM Eastern
Bargaining Unit
NON-EXCLUSIVE REPRESENTED EMPLOYEE (NERE)
Description
Benefits
Questions
Job Description
About DTMB: The Department of Technology, Management and Budget (DTMB) (https://youtu.be/H_IrVnVjcoA) supports the business operations of state agencies through a variety of services, including building management and maintenance, information technology, centralized contracting and procurement, budget and financial management, space planning and leasing, construction management, motor vehicle fleet operations, and oversight of the state retirement systems.
About the position: This position will serve as the Director of the DTMB technology help desk called the Client Service Center (CSC). The CSC is the front line of customer service for all DTMB technology services, providing 1st tier call support for 48.000+ State employees. In addition to ensuring the delivery of high-quality customer service, this position must excel in three key areas for success: 1) building strategic relationship with internal technology service providers; 2) maintaining a pulse on customer satisfaction with DTMB and on service delivery issues; 3) creating and nurturing a culture of customer service, teamwork, and accountability.
In support of delivering high quality customer service, this position will also be responsible for the development of long term (3-5 year) strategic plans and short-term business (1 year) plans aligned with the DTMB Mission, Vision, and Values; negotiates service delivery expectations with business partners; and ensuring that customer friendly help desk technologies and services are delivered to customers.
This position will keep Executive Management appraised of any issues or concerns regarding customer support service and acts on Executive Management's behalf when directed. This position must continually adapt to the changing needs of the department and the business needs of its customers.
View the Position Description here: State Division Administrator 17 (https://mcsc.state.mi.us/AgencyPDFs/0801-25-22-144%20CSC%20SDA17%20PD.pdf)
Position Location: This position is located in Dimondale, MI. Candidates should confirm work location and schedule at the time of interview.
Required Education and Experience
Education
Possession of a bachelor's degree in any major.
Experience
Two years of experience as a professional manager or program/staff specialist, or equivalent experience.
Alternate Education and Experience
Education level typically acquired through completion of high school and three years of safety and regulatory or law enforcement experience at the 14 level; or, two years of safety and regulatory or law enforcement experience at the 15 level, may be substituted for the education and experience requirements
Additional Requirements and Information
You must attach a detailed resume, cover letter and official transcript to your application (word or pdf). Failure to do so will result in your application packet being screened out as incomplete. If applicable, attach copies of official college transcripts to your application. (Internet version of transcripts will not be accepted) Failure to attach applicable transcripts may result in your application being screened out.
Your application for any position does not guarantee that you will be contacted by the Department/Agency for further consideration. Only those applicants interviewed will be notified of the results.
View the job specification at:https://www.michigan.gov/-/media/Project/Websites/mdcs/JOBSPECS/S/StateDivisionAdministrator.pdf
Accommodations
If you require a reasonable accommodation to participate in the application or selection processes, please contact theADA coordinator (https://www.michigan.gov/ose/-/media/Project/Websites/ose/Contact/RACs.pdf) for the agency that posted this position vacancy.
State employment also offers rewarding careers where you can help Michiganders enjoy better lives. Many State of Michigan jobs offer alternate work schedules and remote-work options that can help give the flexibility you need. The State of Michigan has been recognized as a leading U.S. employer by new graduates from 2021-2023 and a best large U.S. and state employer. Recognized on the international stage for fostering positive employee engagement, the State of Michigan is a past recipient of a North America Government Agency Employees Engagement Award.
More details on benefits for our new hires are below:
Rewarding Work:State of Michigan jobs allow you to serve Michiganders in many different ways depending on your interests and skills. Help preserve and protect our environment and the public health; enforce state laws and regulations; advocate for children, families, and victims of discrimination; support our state's military and veterans; rebuild our state's infrastructure; or support other state agencies through our fiscal, IT, and HR systems.
Insurance Benefits:The State of Michigan offers health, mental health, dental, and vision insurance to eligible career employees, their spouses, and their children. The state also covers a life-insurance benefit of two times employees' annual salary (up to $200,000). The state also offers long-term-disability insurance that can provide continuing benefits if an injury or illness prevents employees from working. More information is available at www.mi.gov/employeebenefits.
Retirement Programs:The State of Michigan offers 401(k) and 457 plans for new hires to save for retirement. The state will automatically contribute an amount equal to 4% of your pay to a 401(k) account. The state will also match up to 5% of your pay if you contribute to your 401(k) account. Your contributions vest immediately, and the state's contributions fully vest after just 4 years. More information is available athttp://www.mi.gov/orsstatedc.
Vacation and Sick Leave:Eligible full-time employees receive between15 and 35 personal daysand 13 sick daysper year that may be rolled over to the following year if not used. Eligible employees also receive an additional day each year for community service or school functions.
Paid Parental Leave:Eligible employees can take 12 weeks of paid leaveimmediately after a birth or adoption to allow needed time together at home with a new child.
Paid Holidays:Eligible employees receive 13 or 14 paid holidays each year including New Year's Eve and Day, Martin Luther King Jr. Day, Presidents' Day, Memorial Day, Juneteenth, the Fourth of July, Labor Day, Election Day, Veterans Day, Thanksgiving, Thanksgiving Friday, Christmas Eve and Day.
Bonus Programs:Eligible employees with five years of service also receive annual longevity bonuses that grow as seniority increases. Some positions also may qualify for recruitment, retention, and performance bonuses or other special pay premiums.
Military Pay Differential:Employees in the guard or reserves may also qualify for supplemental pay benefits if miliary pay during qualifying duty is less than normal state pay. Prior military service may also allow seniority credits to accelerate eligibility for longevity bonuses and additional personal leave accrual.
Tax-Advantaged Programs:In addition to 401(k) and 457 retirement accounts, the state also offers flexible spending account (FSA), health savings account (HSA), and qualified transportation fringe benefit (QTFB) programs that can help you save money by reducing your taxable income.
Student Loan Forgiveness:Working for the State of Michigan may allow you to participate in programs that forgive the balance of qualifying student loans. Please view Student Loan Information (https://studentaid.gov/manage-loans/forgiveness-cancellation) to help determine if you could qualify is available from the U.S. Department of Education.
Tuition Reduction:Some colleges and universities offer savings to eligible employees and family members to further their education while working for the State of Michigan.
Professional Development: To help develop your career, programs are available to apply for reimbursement of up to $2,000 a year for education and training for college course credits and non-degree programs.
Alternative and Remote Work Schedules:Depending on the nature of their duties, many state jobs offer flexible work schedules and remote or hybrid telecommuting options that can help obtain the work-life balance that you seek.
Great Lakes and Great Times:Michigan boasts four Great Lakes, 11,000 inland lakes, 36,000 miles of rivers and streams, 20 million acres of forests, 100 state and national parks and recreation areas, 1,300 miles of bike trails, 6,500 miles of snowmobile trails, the second-most ski areas in the nation, 650 public golf courses, 600 campgrounds, and an international dark-sky park-just for starters. Our cities offer concerts and cultural events, storied sports teams, education hubs, vibrant downtowns, one-of-a-kind craft beverages, and renowned restaurants for every appetite. From urban centers to beach towns to the great outdoors, the opportunities are endless. With your state salary and benefits and Michigan's affordable cost of living, you can explore all that Michigan has to offer.
Updated: 2/28/24
01
STDIVADM - Do you possess one of the following? A bachelor's degree or higher in any major AND at least two years of post-degree experience as a professional manager or program/staff specialist. If so, please attach a copy of your official college transcripts. OR At least one year of professional experience in the state classified service AND at least two years of experience as a professional manager or program/staff specialist OR at least an educational level typically acquired through the completion of high school AND at least three years of safety and regulatory or law enforcement experience at the 14 level; or at least two years of safety and regulatory or law enforcement experience at the 15 level.
Yes
No
02
How many years of experience in business operations, budgeting and human resource management do you have?
None
1-3 years
3-4 years
4-5 years
5 or more years
03
Please describe any experience you have in business operations, budgeting, and human resource management.
04
How many years of experience do you have with managing a budget of over $5m?
None
1-3 years
3-4 years
4-5 years
More than 5 years
05
How many years of experience do you have in managing over 30 staff?
None
1-3 years
3-4 years
4-5 years
More than 5 years
06
How many years of experience do have managing a helpdesk or call center?
None
1-3 years
3-4 years
4-5 years
More than 5 years
07
Please describe any experience you have in managing a helpdesk, including practical implementations with knowledge management and agent scorecards.
08
How many years of experience do you have working with applications such as NICE CXone, Call Center CRM systems, Workforce Management, or similar components?
None
1-3 years
3-4 years
4-5 years
More than 5 years
09
Tell us about your experience working with applications such as NICE CXone, Call Center CRM systems, Workforce Management, or similar components?
10
Are you currently working in the Department of Technology, Management & Budget (DTMB) either as a state employee or as a contractor?
Yes
No
11
Have you included a cover letter, Resume, and required Transcripts? Failure to do so may result in disqualification of the position.
Yes
No
12
In accordance with federal law, all new employees must provide proof of eligibility to work in the United States within three business days of beginning employment. Can you, after employment, submit proof of your legal right to work in the United States?
Yes
No
Required Question
Employer
State of Michigan
Department
Technology, Management and Budget
Address
DTMB-HR@michigan.gov
Elliott-Larsen Bldg., 2nd fl., 320 S. Walnut Street
Lansing, Michigan, 48909
Phone
Attn: HR Office
Website
https://www.michigan.gov/dtmb
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