Manager III

Manager III

The IT Customer Support Manager is selected by and responsible to, the Director of IT Customer Support Operations. The position works under limited direction with moderate latitude for the exercise of initiative and independent judgment. The IT Customer Support Manager performs complex managerial work, oversees the development of processes, and directs the team in the handling of the regional field offices and Out-stationed Worker Program sites (OWP) throughout the region that provide desk side computing, local area network (LAN), telecommunications and systems support. Work involves reviewing and approving operational, technical, and support requirements for the operation, support and maintenance of infrastructure systems and equipment, planning the operations and procedures of the unit, developing budget needs, managing and oversight of desktop and other IT supported operations, oversight of outsourced services providers, and establishing goals and objectives. Plans, assigns, and supervises the work of others. The position interfaces with DIR, other Health and Human Services agencies and outsourced services providers, and the data center service provider; to deploy, move, troubleshoot, and repair agency hardware and software. The IT Customer Support Manager participates in workgroups/committees to address statewide technology initiatives, activities and customer requirements. This position will require travel, occasional after hours and weekend work and will need to coordinate the team's response to emergencies. The position may provide oversight/training of the work of others. The position serves as backup for the ITCSO Director in her absence. Performs other duties as assigned. This is a hybrid position located in region 03 Dallas/Fort Worth Metroplex with in-office flexibility 1-3 days per week. It is eligible to telework up to 30-40% within the state of Texas, consistent with HHS telework policies.

Essential Job Functions:

• Develops and implements techniques for evaluating local field offices activities.

• Oversees the day-to-day administration, maintenance, standard/policies and

operations features/functions of the local

field offices and Out-stationed Worker Program sites

• Develops and establishes goals and objectives consistent with agency strategic plan

• Develops and reviews budgets and provides final approvals

Skills and experience in Project Management

• Plans, develops and approves schedules, priorities, and standards for achieving goals; and directs evaluation activities

• Plans, develops, implements, coordinates, monitors, and evaluates policies and procedures.

• Manages and mentors' staff in all aspects of technology operations through coaching, cross-training, appropriate delegation, providing resources for accelerated learning and growth.

• Cultivates an environment that fosters employee satisfaction, growth, and retention and assists staff in understanding and using technology; conducts regular staff technology presentations and trainings.

• Coordinate technical issues related to IT cross function related team activities

• Provides direction, guidance, and assistance within the Customer Support offices

• Represents the agency at the business meetings, hearings, trials, and conferences

• Keeps informed of the latest advancements in IT to ensure the smooth transition of

the agency's information technology and business operations

• Functions as the acting Director of IT Customer Support Operations from time to

time in the absence of the Director

• Plans, assigns, and supervises the work of others

• Performs other duties as assigned and required to maintain operations

• Be available during non-business hours for support and point of escalation

Knowledge Skills Abilities:

• Ability to manage business functions, division, or department activities; to establish goals and

objectives; to devise solutions to administrative problems; to develop and evaluate administrative policies and procedures; to prepare reports; to communicate effectively; and to plan, assign, and supervise the work of others.

• Knowledge of local, state, and federal laws and regulations relevant to program areas and of the principles and practices of public administration and management

• Broad knowledge of systems, technical services, and end-user computing

• Knowledge of PC, mobile computing, LAN, WAN, software, hardware, and troubleshooting techniques.

• Working knowledge of current Microsoft platforms

• Working knowledge of MS Office Suite

• Manages the deployment, monitoring, maintenance, development, upgrade, and support of all IT systems

• Skill in providing customer service

• Skill in using logic and reasoning to identify the strengths and weaknesses of alternative

solutions, conclusions, or approaches to problems and in operating computers and applicable.

computer software

• Strong leadership and project management skills

• Skill in working collaboratively and cooperatively with colleagues, agencies, and vendors

• Ability to simultaneously coordinate and prioritize multiple tasks

• Ability to communicate technical information to individuals with various levels of technical knowledge

• Demonstrated skills in requirement gathering, resource organization, project/task prioritization and schedule development

Registration or Licensure Requirements:

Registrations, Licensure Requirements or Certifications: Preferred ITIL Foundations Certification Initial Selection Criteria:

• Five years full-time Information Technology related experience

• Five years full-time, supervisory, managerial, professional or technical

experience in Information Technology Management/leadership experience

that includes experience in (1) recruitment, development and evaluation of

activities of assigned staff; (2) establishing goals and objectives, procedures,

policies, priorities, and standards; (3) managing unit assets such as budget,

equipment and space. Experience in communicating complex information to a variety of individuals.

• Have 2 years of customer service experience

• Ability to work with a diverse group of team members and collaborators. • Graduation from an accredited four-year college or university

• Experience above the minimum requirements may be substituted for the

education requirements at the discretion of the hiring manager.

Additional Information:

HHS agencies use E-Verify. You must bring your I-9 documentation with you on your first day of work.

In compliance with the Americans with Disabilities Act (ADA), HHS agencies will provide reasonable accommodation during the hiring and selection process for qualified individuals with a disability. If you need assistance completing the on-line application, contact the HHS Employee Service Center at 1-888-894-4747. If you are contacted for an interview and need accommodation to participate in the interview process, please notify the person scheduling the interview. MOS Code:

There may be no military occupation(s) that relate to the initial selection criteria and registration or licensure requirements for this position. All active duty military, reservists, guardsmen, and veterans are encouraged to apply if qualified to fill this position. For more information see the Texas State Auditor's Military Crosswalk at http://www.hr.sao.state.tx.us/Compensation/JobDescriptions.aspx.

HHS agencies use E-Verify. You must bring your I-9 documentation with you on your first day of work.

I-9 Form - Click here to download the I-9 form.

In compliance with the Americans with Disabilities Act (ADA), HHS agencies will provide reasonable accommodation during the hiring and selection process for qualified individuals with a disability. If you need assistance completing the on-line application, contact the HHS Employee Service Center at 1-888-894-4747. If you are contacted for an interview and need accommodation to participate in the interview process, please notify the person scheduling the interview.

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