Job/Position Description
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 04 North/East Texas 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 agencys information technology and business operations
Functions as the acting Director of IT Customer Support Operations from time to
time in the absence of the D https://jobshrportal.hhsc.state.tx.us/ENG/CareerPortal/job_profile.cfm?szOrderID=598410 Copy the URL in the preceding sentence to an Internet Explorer browser to apply to the job directly through the Texas Health and Human Services Career Portal.