IT Service Delivery & Support Manager

TX-HHSC-DSHS-DFPS•Austin, TX

12d•$5,099 - $6,702•Onsite

About The Position

Under the direction of the TULIP/SEMARC Service Desk Director, the IT Service Delivery & Support Manager provides leadership and oversight of TULIP & SEMARC Service Desk operations, including direct supervision of phone agents, Team Lead's, and contracted managed services staff. This position is responsible for performing advanced managerial work administering the daily operations and activities of the TULIP Support function. Work involves planning, developing, and implementing service desk processes and procedures; coordinating operational activities; and ensuring the effective delivery of IT support services. The IT Service Delivery & Support Manager is responsible for assisting with workforce planning, quality assurance oversight, agent development and coaching, and establishing policies and procedures necessary to ensure efficient and consistent service delivery. Working under minimal supervision with considerable latitude for the use of initiative and independent judgment, the IT Service Delivery & Support Manager oversees and manages activities required to support TULIP & SEMARC. This role ensures alignment with service level expectations and operational standards while driving continuous improvement. The Manager serves as a key liaison with Service Desk leadership (including Level 2 support teams), program areas, business stakeholders, and IT support functions to coordinate service delivery, resolve escalations, and enhance overall customer support performance.

Requirements

2-3 years of prior supervisory experience leading a contact center or service desk.
Knowledge of contact center/service desk operations, including workforce management and quality assurance practices.
Knowledge of process improvement methodologies and operational best practices.
Knowledge of applicable policies, procedures, and compliance requirements.
Understanding of performance metrics (e.g., service levels, response times, quality scores, customer satisfaction).
Knowledge of IT Service Management platforms (e.g., Salesforce, ServiceNow, BMC Helix, JIRA Service Management).
Skill in leadership and staff development (coaching, training, performance management).
Skill in setting, managing, and analyzing performance metrics.
Analytical skills to interpret operational data, trends, and KPIs.
Communication and interpersonal skills for engaging staff and leadership.
Organizational and planning skills to manage competing priorities and deadlines.
Problem-solving and decision-making skills in a fast-paced environment.
Skill in reviewing, analyzing, and evaluating large volumes of data.
Ability to lead a contact center or service desk operation (based on supervisory experience).
Ability to manage and oversee performance metrics and service delivery outcomes.
Ability to utilize ITSM platforms in operational workflows.
Ability to supervise and coordinate teams effectively in a high-volume environment.
Selected candidates must be legally authorized to work in the U.S. without sponsorship.
Selected candidate must be willing to commute to the office on the required days.

Nice To Haves

Bachelor’s degree in computer science, IT Management or similar or an equivalent amount of work experience in lieu of degree on a year-for-year basis.
Experience with contact center/service desk operations, including workforce management and quality assurance practices.

Responsibilities

Planning, coordinating, and evaluating service delivery processes; managing staff and operational performance; monitoring service desk metrics and financial resources; and ensuring the timely resolution of technical issues impacting system functionality and customer experience.
Developing, implementing, and maintaining service desk processes and procedures; supporting and participating in budget planning and development, forecasting operational needs, resource allocation, and contract management; and ensuring alignment with organizational goals, service level expectations, and operational standards.
Providing leadership and oversight of TULIP and SEMARC Service Desk operations, including direct supervision of phone agents, team leads, and contracted managed services staff.
Workforce planning, quality assurance oversight, staff development, and coaching to ensure efficient, consistent, and high-quality service delivery.
Establishing and maintaining policies and procedures necessary to support operational consistency and continuous improvement.
Coordinating the collection, organization, analysis, and preparation of service desk operational data and metrics, including identifying performance measures and providing key information related to TULIP and SEMARC performance to leadership.
Serving as a liaison with internal program areas, IT technical teams, development partners, Level II support teams, and external stakeholders to coordinate service delivery, resolve escalations, and enhance overall customer support performance.
Participating in workgroups, operational planning efforts, and service improvement initiatives.
Training, leading, assigning, and prioritizing the work of others.
Maintaining effective and professional interpersonal relationships and demonstrating the ability to work effectively under pressure, negotiate among multiple stakeholders, resolve conflicts, and establish and maintain productive working relationships across all levels of the organization, governmental entities, and external partners.
Ensuring alignment with service level expectations and operational priorities while driving continuous improvement and supporting the overall mission and goals of the agency.