IT Help Desk Manager (Telework)

WHO WE ARE:
Texas Workforce Commission connects people with careers across the state. While we are based in Austin on the north lawn of the Texas State Capitol, we have offices statewide and many of our positions are suitable for teleworking. We're a Family Friendly Certified Workplace with great work-life balance, competitive salaries, extensive opportunities for training and development, and fantastic benefits.

This position is based at 1411 Brazos St, Austin, Texas but is eligible for telecommuting from anywhere in the State of Texas.

You must be a Texas resident to work for the Texas Workforce Commission or willing to relocate to Texas.

WHO YOU ARE:
We are searching for a dedicated and resourceful IT professional to lead our IT Help Desk team. You will play a critical role in building a thriving and supportive team environment while delivering exceptional Level 1 to 2 technical support to our users. You will guide and motivate your team, ensuring efficient ticket management, and collaborate with other IT departments and business stakeholders. Excellent communication and customer service skills are essential.

WHAT YOU WILL DO:
The IT Help Desk Manager is selected by and accountable to the IT Customer Services Director with the approval of Deputy Chief Information Officer and Chief Information Officer. Performs complex to advanced (senior-level) managerial work administering the daily operations and activities of the IT Help Desk team to fulfill its mission within the IT division. Work involves establishing goals and objectives; developing guidelines, procedures, and policies; developing schedules, priorities, and standards for achieving established goals; coordinating and evaluating business function, division, or department activities; developing and evaluating budget requests; and monitoring budget expenditures. Supervises the work of others. Works under general to limited supervision, with moderate to considerable latitude for the use of initiative and independent judgment. Provides services related to technology used by TWC program areas providing needed services and support. Maintains a reliable, predictable work schedule. May be called upon to work outside of normal business hours to sustain operations or complete urgent assignments.

YOU WILL BE TRUSTED TO:
-Ensure adequate staffing for the team to provide optimum services to TWC programs and to sustain operations.
-Communicate job requirements to employees and evaluate their performance.
-Develop employee skills and build depth of expertise to position unit for technology changes and staff turnover.
-Monitor and control unit's functions to optimize efficiency and effectiveness.
-Establish and refine efficient workflows for ticket triage, assignment, and updates.
-Monitor unit work in process and actively participate in maintaining and providing input to departmental dashboards.
-Maintain a high level of customer satisfaction through proactive communication and prompt resolution of user issues.
-Serve as the escalated point of contact for users, effectively identifying and resolving complex issues.
-Follow up with customers to identify areas of improvement.
-Monitor ticket response times, customer calls, ticket closures, along with first contact resolution rate and customer satisfaction score.
-Monitor agent calls to ensure quality assurance, providing coaching and training as needed.
-Prepare detailed analyses; develop daily, weekly and monthly reports to provide feedback to the team and share productivity levels with IT leadership.
-Lead the development, documentation, and implementation of procedures, and guidelines.
-Oversee updates to all reference documents/manuals.
-Foster a collaborative work environment that values teamwork, problem-solving, and continuous improvement.
-Ensure compliance with all Federal, State, and agency laws, rules, policies, and procedures including IT Handbook and Standard Operating Procedures (SOPs) that govern TWC IT.
-Contribute to teamwork and communicate effectively.
-Promote an image of IT excellence.
-May serve as backup to IT Directors or Managers.
-Collaborate with CIO and IT directors to create and maintain IT's values and operating principles, work to establish a culture of accountability, teamwork, excellence, ingenuity, and innovation to promote an image of IT excellence.
-Perform other duties as assigned to maintain IT operations.

YOU ARE A GREAT FIT WITH:
-Four years of full-time experience working in an IT Help Desk environment including roles that involve extensive knowledge of computer hardware, software applications, troubleshooting, systems analysis, technical support, and documentation.
-Two years IT Help Desk experience in progressive growth, management, and leadership responsible position.
-Experience with Windows 11 operating systems and Service Desk processes.
-Experience with ServiceNow or similar ticket management tool.
-Experience with help desk agent call taking tool.
-Experience in call monitoring and quality assurance.
-Experience with TeamViewer, Remote Desktop, or similar remote tools to assist users.
-Strong focus on providing a positive user experience and maintaining professionalism.
-Experience developing and implementing goals for IT teams.
-Experience with IT budgets, purchasing, and contracts.
-Experience with ITIL framework.
-Experience building and maintaining strong relationships, successfully bridging IT and business.
-Ability to document processes, create process diagrams, and training guides.
-Skill in project and resource management.
-Ability to analyze problems, develop solutions, communicate clearly and communicate effectively with technical colleagues and non-technical customers.
-Ability to work in a fast-paced, cross-functional environment.
-Knowledge of standard IT security policies, best practices, procedures, and tools.
-Strong investigative and problem-solving skills.
-Knowledge of Texas Workforce Commission programs.

YOU QUALIFY WITH:
-Manager III: Four years of full-time experience in the development, implementation, or interpretation of policies and procedures in a public or private agency, one year of which must have been in an administrative management or supervisory capacity.
-Manager IV: Five years of full-time experience in the development, implementation, or interpretation of policies and procedures in a public or private agency, one year and six months of which must have been in an administrative management or supervisory capacity.
-Both Levels: Relevant academic credits may be applied toward experience qualifications for this position.

YOU GAIN:
-A Family Friendly Certified Workplace
-Telecommuting from anywhere in Texas
-Competitive starting salary: $6,000.00 - $7,200.00/month
-Defined Retirement Benefit Plan
-Optional 401(k) and 457 accounts
-Medical Insurance
-Paid time off, including time for vacation, sick and family care leave
-Additional benefits for active employees can be found at https://www.ers.texas.gov/Active-Employees/Health-Benefits.

VETERANS:
Use your military skills to qualify for this position or other jobs! Go to www.texasskillstowork.com to translate your military work experience and training courses into civilian job terms, qualifications, and skill sets. Also, you can compare this position to military occupations (MOS) at the Texas State Auditor's Office by pasting this link into your browser: https://hr.sao.texas.gov/Compensation/MilitaryCrosswalk/MOSC_ProgramManagement.pdf

HOW TO APPLY:

To be considered, please complete a State of Texas Application for Employment and apply online at www.workintexas.com or on Taleo.

TWC is not considering applications from individuals who require sponsorship for an employment visa, including those currently on student or postgraduate visas.

In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification document form upon hire.

A position utilizing this classification will be designated as security sensitive according to the Texas Labor Code, Section 301.042.