Director of IT Customer Support Operations Office Support

Texas Health & Human Services Commission•Austin, TX

20d•$6,378 - $8,582•Onsite

About The Position

The Director I for HHSC IT Customer Support Operations Office Support provides leadership and oversight for daily Office Support and deskside support services. The role ensures customer requests are addressed promptly, client computing devices are maintained with required software, antivirus protection, and security patches, and support services are reliable, consistent, and secure. The Director aligns operations with HHSC IT Customer Service and Support priorities, agency policies, legislative requirements, and program goals by planning activities, setting measurable objectives, reviewing procedures for compliance, and coordinating with HHSC IT teams, program areas, and HHS agencies. The Director plans and schedules work, establishes priorities and service standards, monitors service quality and customer feedback, and oversees operational records, resources, and budget activities. The position directs and develops staff through coaching, training, performance reviews, hiring selections, work assignments, disciplinary actions, and leave management. It promotes collaboration, accountability, recognition, staff development, and strong customer service while protecting confidential information and technology resources and ensuring compliance with applicable requirements. The role may also support disaster response, recovery, and Continuity of Operations activities as assigned. This is an onsite role based in Austin, Texas, with at least 3–5 days in the office required. The position is full-time and exempt. The posted monthly salary range is $6,377.50–$8,581.66. An employment offer is contingent on available budgeted funds, and the offered salary is determined under HHSC Human Resources Manual requirements.

Requirements

Bachelor’s degree in computer science, information systems, information technology, or a related field, or qualifying IT technical or office support team leadership and management experience substituted year for year, up to a maximum of four years.
At least five years of progressively responsible experience leading and managing IT staff in an enterprise or large organizational environment.
Knowledge of personal computer hardware and software.
Knowledge of network operating systems and security software.
Knowledge of Active Directory.
Knowledge of SCCM (System Center Configuration Manager).
Knowledge of Service Level Agreements.
Knowledge of troubleshooting and repairing IT-related hardware and software.
Verbal and written communication skills.
Skill in installing and maintaining Windows operating systems and Microsoft Office Suites.
Ability to translate technical and industry terms into non-technical language for training and orientation.
Ability to recognize, analyze, and resolve network problems; train others; and oversee others’ work.
Ability to organize and prioritize work.
Ability to work in a team environment, recognize technical limitations, and seek competent assistance when needed.
Ability to move computer or telecommunications equipment.
Ability to work more than 8–5, Monday through Friday.
Ability to adhere to HHS Guiding Principles, Code of Ethics, and Universal Expectation for Personal Responsibility.
Ability to maintain the security and integrity of critical infrastructure systems by preventing unauthorized access and complying with laws and regulations related to national security and foreign ownership restrictions.

Responsibilities

Oversee daily Office Support operations, including deskside support, customer assistance, security coordination, operational documentation, and partner communication.
Ensure support teams respond promptly to service requests and maintain client computing devices with required software, antivirus protection, and security patches.
Coordinate with HHSC IT teams, program areas, and HHS agencies on service planning, standardization, issue resolution, and consistent service delivery.
Reinforce enterprise and agency security requirements and ensure practices protect confidential information and technology resources.
Maintain records of work performed, customers and agencies supported, resources used, and service outcomes.
Direct the Office Support team in achieving program goals, implementing policies, meeting requirements, and supporting HHSC IT Customer Service and Support priorities.
Plan and approve annual activities, review procedures for compliance, and set measurable objectives for team performance and service delivery.
Contribute to operational planning and cross-functional initiatives by assessing workload, staff capacity, service impacts, and dependencies.
Collaborate with peer and impacted teams on shared projects, and represent Office Support in internal and external meetings.
Establish work schedules, priorities, and service standards; monitor assigned work, resolve barriers, and maintain accountability.
Direct and develop staff through performance-data review, coaching, training, appraisals, hiring selections, work assignments, performance evaluations, disciplinary actions, and leave scheduling and approval.
Model professional, responsive, respectful, and helpful customer service; evaluate service quality and feedback and coach staff on customer service expectations.
Direct Office Support resources and budget activities, identify ways to improve efficiency and avoid unnecessary expenditures, and contribute information to budget and funding planning.
Participate in or support agency disaster response, recovery, and Continuity of Operations activation; this may require an alternate shift pattern or location.