Manager III
Texas Department of Family and Protective Services - Amarillo, TX

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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 extensive 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 Outstationed Worker Program sites 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.

Essential Job Functions:
Directs the Customer Support of the local field offices and Outstationed Worker Program sites activities
• Develops and implements techniques for evaluating call center activities
• Oversees the day to day administration, maintenance, standard/policies and operations features/functions of the local field offices and Outstationed Worker Program sites
• Develops and establishes goals and objectives consistent with agency strategic plan
• Develops and reviews budgets and provides final approvals
• 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.
• 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
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
• 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
• Skills in Project Management
• 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:

Initial Selection Criteria:
Five years full-time Information Technology related experience
• Met all initial screening criteria
• Showed proficiency in listed essential job functions and KSAs
• Demonstrated excellent customer service skills
• Demonstrated excellent verbal and written communications skills
• Demonstrated proficiency in developing and utilizing processes and procedures
• Demonstrated an attention to detail
Additional Information:
Additional consideration will be given for professional certifications 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 AccessHR 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 REQ#229621