WT: HELP DESK MANAGER - 41500051

Requisition No: 878467

Agency: Florida Gaming Control Commission

Working Title: WT: HELP DESK MANAGER - 41500051

Pay Plan: SES

Position Number: 41500051

Salary: $65,000 - $70,000

Posting Closing Date: 08/18/2026

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FLORIDA GAMING CONTROL COMMISSION

Division of Administration

Office of Information Technology

Workstation Support/Help Desk Manager - SES

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 more than 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 an experienced help desk and cloud services manager to lead and manage technical operations within the Office of Information Technology. This position supports statewide distributed computing environments and plays a critical role in cloud administration, enterprise identity management, and end-user technology services.

The incumbent will supervise technical staff, ensure reliable service delivery, and directly support FGCC's mission of secure, efficient, and high-quality technological operations.

This position reports directly to the Chief Technology Officer (CTO) and will serve as a leader within our 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 FGCCs statewide presence, this role requires travel to remote offices. Additionally, the candidate must be capable of lifting and moving up to fifty pounds with or without reasonable accommodation.

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;
• Troubleshooting and supporting PCs, network communications, agency applications, and telecommunications systems;
• Overseeing the operation and maintenance of end-user computing devices, printers, storage devices, mobile devices, and VoIP/collaboration tools;
• Managing cloud infrastructure environments including Microsoft Azure and Amazon Web Services, and serve as Microsoft 365 global administrator;
• Directing identity and access management processes across enterprise systems including Microsoft Entra ID (Azure AD);
• Ensuring alignment between IT services and business objectives through strong stakeholder relationships;
• Maintaining accurate IT inventory records and ensuring quality management of services with a focus on continuous improvement;
• Maintaining technical documentation, system images, patching schedules, and IT inventory;
• 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 Qualifications:

• Four (4) years of workstation support experience. A bachelor's degree in an IT related field from an accredited college or university may substitute for the required experience.
• One (1) year of experience in a team lead or managerial role.
• 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.
• Applicant's must complete all fields in the Candidate Profile. Work history with month and year, hours worked and formal education are required to qualify for this position. Responses to qualifying questions must be verifiable in the Candidate Profile. Resumes and other documentation can be attached to provide additional information.*

Preferred Knowledge, Skills, and 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.
• Knowledge of Microsoft PowerShell and the ability to write, modify, and troubleshoot scripts.
• Strong oral and written communication skills.
• Strong troubleshooting skills for both hardware and software issues.
• Proficiency in managing, leading, directing, coordinating, and supervising staffs work.
• 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.
• Ability to 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 employees that feature 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, please click www.myfrs.com)!
• 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 and participation in direct deposit as a condition of employment. You may be required to provide your Social Security Number (SSN) and/or State Issued Photo Identification to conduct the background screening.

Applicants are required to apply online through the People First system by the closing date. 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 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: http://www.sss.gov.

If you are a retiree of the Florida Retirement System (FRS), please check with the FRS to see 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 your retirement date.

We hire only U.S. citizens and lawfully authorized alien workers. Our agency participates in the E-Verify System, a federal government electronic database that allows employers to verify the identity and employment eligibility of all persons hired to work in the United States.

The Commission is committed to increasing recruitment and hiring of

individuals with disabilities and improving employment outcomes.

The Commission values the service veterans and their family members have given to our country

and supports the hiring of returning service members and military spouses.

Candidates requiring a reasonable accommodation, as defined by the Americans with Disabilities Act, must notify the FGCC Office of Human Resources by phone at (850) 794-8030 or by email at ADA.Coordinator@flgaming.gov. The FGCC requires that applicants provide notification in advance to allow sufficient time to provide the accommodation.

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.