Director of IT Customer Service - Office Support

TX-HHSC-DSHS-DFPS • Austin, TX

9d

About The Position

The Director of IT Office Support reports to the Director of IT Customer Service & Support (ITCSS) and performs complex, senior‑level management work under minimal supervision, exercising considerable initiative and independent judgment. This role provides both operational and strategic leadership for enterprise IT office support services delivered remotely and in person to more than 40,000 Health and Human Services staff across statewide offices. The Director ensures alignment with enterprise goals while fostering a customer‑focused, high‑performing service organization.
The Director is responsible for planning, organizing, directing, and evaluating deskside and advanced support services, including desktop support, PC refresh for expired leases, coordinating with network support, and other infrastructure‑related customer services for HHS local and regional offices. This position ensures services are delivered in a timely, cost‑effective manner and in compliance with HHS standards, while also participating in the evaluation, integration, and deployment of hardware, software, and vendor solutions that enhance service delivery and operational efficiency.
In addition, the Director performs workforce management tasks and talent development efforts within the IT Office Support function, including succession planning, staffing, performance management, and professional development. The role supervises managers and staff, assigns and prioritizes work, and builds organizational depth to ensure continuity, effective coverage, and sustained service excellence across the enterprise.

Requirements

• Knowledge of applicable local, state, and federal laws, rules, regulations, and policies related to public sector operations, information technology services, and workforce management.
• Knowledge of the principles, practices, and methods of public administration, organizational management, and enterprise service delivery within a large, complex organization.
• Skill in communicating clearly and effectively, both verbally and in writing, with executive leadership, management, technical staff, vendors, and customers to build trust, credibility, and productive working relationships.
• Skill in planning, prioritizing, organizing, assigning, and overseeing the work of managers and staff to ensure timely, high‑quality service delivery.
• Skill in developing, implementing, and evaluating strategic plans, goals, and objectives aligned with organizational priorities.
• Skill in analyzing operational data and performance metrics to inform decision‑making and continuous improvement.
• Ability to design, document, and implement operational workflows, standards, and written procedures that support consistent and efficient IT office support services.
• Ability to prepare clear, concise, and accurate reports, briefings, and recommendations for executive‑level leadership to support strategic, operational, and resource decisions.
• Bachelor’s degree in computer science, information systems, information technology, or a related field. Experience leading and managing IT technical or office support teams may be substituted for the required education on a year‑for‑year basis, up to a maximum of four (4) years.
• Minimum of five (5) years of progressively responsible experience leading and managing IT staff and contractors in an enterprise or large organizational environment.

Nice To Haves

• CompTIA A+ certification or equivalent foundational knowledge of end‑user computing environments to support informed oversight of deskside and office support services.
• ITIL® Foundation certification or demonstrated knowledge of IT service management principles and practices aligned with enterprise service delivery.
• Project or service management credentials (e.g., PMP®, ITIL Managing Professional/Strategic Leader) that support large‑scale service operations, cross‑functional initiatives, and continuous improvement efforts.

Responsibilities

• Provides leadership and direction for the ITCSS Office Support function by establishing and executing short and long‑term strategies that support the HHS vision, goals, and objectives. Ensures the effective delivery of IT customer support services to agency staff and business partners within established schedules, budgets, and quality standards. Collaborates with HHS departments, other HHS agencies, managed service providers, and vendors to ensure the reliable operation of the deskside computing environment and coordinated service delivery. Works closely with program, divisional, and IT leadership to ensure a consistent, high‑quality customer service experience.
• Directs and oversees daily operations and financial management of the ITCSS Office Support department, including responsibility for operational planning, budget development, expenditure control, and resource allocation to ensure efficient and effective service delivery.
• Plans, organizes, and manages complex and mission‑critical support services, resources, projects, and initiatives that support agency and statewide access and office support needs. Exercises authority to prioritize work, allocate resources, and evaluate outcomes to ensure services align with business requirements and operational priorities.
• Establishes and maintains service management frameworks by defining service levels, performance metrics, evaluation methods, staffing models, and funding requirements necessary to support effective resource planning and continuous improvement within ITCSS Office Support.
• Provides leadership that promotes collaboration, accountability, and professional excellence across ITCSS Office Support teams and with key customers and stakeholders. Develops staff capabilities through coaching, mentoring, succession planning, and technical and professional guidance to ensure a skilled, engaged, and sustainable workforce.

Benefits

• comprehensive benefits package includes 100% paid employee health insurance for full-time eligible employees, a defined benefit pension plan, generous time off benefits, numerous opportunities for career advancement and more

What This Job Offers

• Job Type: Full-time
• Career Level: Director
• Number of Employees: 1-10 employees