Texas Student Data Systems Customer Support Manager (Manager VI)

MISSION: The Texas Education Agency (TEA) will improve outcomes for all public-school students in the state by providing leadership, guidance, and support to school systems.

Core Values:

• We are Determined: We are committed and intentional in the pursuit of our main purpose, to improve outcomes for students.

• We are People-Centered: We strive to attract, develop, and retain the most committed talent, representing the diversity of Texas, each contributing to our common vision for students.

• We are Learners: We seek evidence, reflect on success and failure, and try new approaches in the pursuit of excellence for our students.

• We are Servant Leaders: Above all else, we are public servants working to improve opportunities for students and provide support to those who serve them.

The posted salary range budgeted for this position is between $6,681.16 and $8,990.33 monthly. New hires will be typically brought into the agency at a starting salary between the posted minimum and the average pay of employees in their same classification in the Office of Technology unless the average pay exceeds the midpoint for the state position's classification salary group. Offers will be commensurate with the candidate's experience and qualifications and will thoughtfully consider internal pay equity for agency staff who perform similar duties and have similar qualifications. The top half of the posted salary range is generally reserved for candidates who far exceed the requirements and qualifications for the role.

Position Overview

This position will serve as the Texas Student Data System (TSDS) Customer Support Manager within the Customer Relationship Division of the Office of Information Technology at the Texas Education Agency. This role is critical for improving school outcomes by supporting TSDS which is the principal data collection system for the state of Texas public school system including products for state and federal data reporting requirements.

This position will provide direct management of a team of system analysts performing Level-3 support for TSDS data submissions and applications. The TSDS Customer Support Manager performs highly advanced (senior level) work overseeing the daily operations of supporting local education agencies (LEAs) and regional education service centers (ESCs) with technical guidance and resolution for reported issues. Additionally, the TSDC Customer Support Manager ensures the effective delivery of support resources, communications, and business guidance to internal and external stakeholders, while providing a high level of customer satisfaction; oversees the TSDS Incident Management System (TIMS) including implementing effective measures to ensure service level agreements are satisfied.

This position works under minimal direction with considerable latitude for the use of initiative and independent judgment. The TSDS Customer Support Manager also provides leadership, training, guidance, and mentorship to the TSDS Customer Support team and plans, assigns and/or supervises the work of others.

Flexible work location within the state of Texas may be considered for qualified candidates. However, occasional travel to the TEA offices located in downtown Austin is required.

Please note that a resume and tailored cover letter are required attachments for applying to this position. Incomplete applications will not be considered. Applicants who are strongly being considered for employment must submit to a national criminal history background check

About Office of IT

The Office of Information Technology works closely with all agency divisions to implement innovative technology solutions in a cost-efficient manner that supports the goals and priorities of the Texas Education Agency. The Office of IT provides efficient technology solutions and stellar customer services to internal staff, 20 Educational Service Centers, and 1,200-plus public-school districts and charter schools. The following services are provided by IT: leadership on IT initiatives; guidance on security/policy issues; new application development/enhancements; software acquisition; technical support; assistance with technical sections of purchasing documents such as Request for Information (RFI), Request for Offers (RFO), Request for Proposals (RFP); and oversight on the data collection process which helps to support and improve outcomes for all of Texas' 5 million-plus students.

Essential Functions

Job duties are not limited to the essential functions mentioned below. You may perform other functions as assigned.

1.Personnel Management: oversees the TSDS Customer Support team, including the development of all staff and ensuring all functions are coordinated and aligned to the agency's vision for the division; supports the teams to be productive in both a remote and onsite working environment, while delivering quality deliverables and providing exceptional customer service; continually evaluates current processes to determine areas for improvement

2.Performance and Career Development: develops, monitors, and evaluates the performance, quality, and process improvements of the team; documents and delivers comprehensive performance evaluations and identifies opportunities for professional development and skill-based learning for team members

3.Customer Satisfaction: implements strategies, policies, procedures, and standards to ensure the Customer Support team delivers a high level of customer satisfaction to customers; builds effective relationships with end users to identify knowledge gaps, specific guidance, and best practices for continuous improvement

4.Technical Support: oversees the development and maintenance of technical support resources and best practices; implements and monitors quality assurance measures on a frequent basis and oversees quarterly support updates to business leadership

5.Product Owner: serve as the business product owner for the TSDS Incident Management System (TIMS); oversees the development, execution, and testing of technical system requirements for the application; identifies and mitigates risks and provides effective schedules and facilitates meetings with TEA leadership on the current activities and potential issues

Minimum Qualifications

• Education: Graduation from an accredited four-year college or university

• Experience: At least six (6) years of experience in managing personnel in a technical support role.

• Substitutions: An advanced degree may substitute for two years of required experience.

Other Qualifications

• Detail-minded with the ability to effectively monitor and report upon their work

• Proven experience in scheduling, testing, installing, and implementing and troubleshooting software solutions

• Exceptional skill in coordinating, analyzing and solving complex problems

• Ability to effectively make decisions daily and escalate to management, when necessary

• Demonstrates exemplary written and oral communication skills to support customers

• Ability to execute high-priority special projects or requests within short timeframes

• Willingness and ability to work overtime and/or a flexible schedule as needed to meet required deadlines

As an equal opportunity employer, we hire without consideration to race, religion, color, national origin, sex, disability, age or veteran status, unless an applicant is entitled to the military employment preference.

To review the Military Occupational Specialty (MOS) codes from each branch of the U.S. Armed Forces to each job classification series in the State's Position Classification Plan (provided by the State Auditor's Office), please access the Military Crosswalk (occupational specialty code) Guide and click on the military "occupational category" that corresponds with the state classification in this job posting title.

This position requires the applicant to meet Agency standards and criteria which may include passing a pre-employment criminal background check, prior to being offered employment by the Agency.

No phone calls or emails, please. Due to the high volume of applications, we do not accept telephone calls and cannot reply to all email inquiries. Only candidates selected for interview will be contacted.