24-88 - Help Desk Manager (Manager IV)

Only applicants who apply with a State of Texas application via the CAPPS online application system will be considered for this position. First time applicants will need to create an account https://tinyurl.com/CAPPS-Login in the CAPPS online application system at https://tinyurl.com/CAPPS-Jobs. Please visit our job opportunities page at https://tinyurl.com/How-to-Apply-in-CAPPS for more information about the Texas Water Development Board and answers to frequently asked questions. To view this position in greater detail, visit the CAPPS online application system. 

Texas Water Development Board’s Mission 

     Leading the state’s efforts in ensuring a secure water future for Texas. 

The Texas Water Development Board (TWDB) endorses telecommuting and hybrid workplace plans, in addition to other flexible work alternatives. We offer competitive compensation and benefits package including medical, dental, vision, 401(k), flexible spending, and flexible work hours so you can have a work/life balance! For more information about our employee benefits and more, visit http://www.twdb.texas.gov/jobs/benefits.asp.

The Texas Water Development Board does not discriminate on basis of race, color, national origin, sex, religion, sexual orientation, age, or disability in employment or provision of services, programs, or activities. 

***Salary commensurate with experience and qualifications***

General Description

Performs highly complex (senior-level) managerial work administering the daily operations and activities of the Texas Water Development Board’s Help Desk department. Work involves establishing goals and objectives, developing guidelines, procedures, policies, rules, and regulations. Develops schedules, priorities, and standards for achieving established goals. Coordinates and evaluates department activities. Develops and evaluates budget requests. Monitors budget expenditures. Supervises the work of others. Works under limited supervision, with moderate latitude for the use of initiative and independent judgment. Reports to the Deputy Chief Information Officer of the Information Technology Division.

Essential Job Functions

• Serves as Manager of the Help Desk Department within the agency’s Information Technology Division.
• Provides effective leadership and management of the IT Help Desk Department.
• Manages all project activities within the department, providing technical direction and guidance.
• Monitors and reports department work activities.
• Authorizes department hiring, separations, disciplinary actions, and employee performance rewards.
• Assigns job duties, conducts performance evaluations, clarifies roles and responsibilities, and monitors and measures performance against goals.
• Evaluates department performance and recommends and leads improvements.
• Supports department administrative requirements related to organization, budget, and personnel.
• Ensures the provision of quality customer service from the department to both internal and external stakeholders.
• Manages the performance of direct reports, to include, timely completion of performance appraisals, and follow-through on disciplinary actions as needed.
• Works with other department managers to assist the Chief and Deputy Information Officers with the Information Resources Manager responsibilities.
• Collaborates with other department managers to assist the Chief and Deputy Information Officers in ensuring that projects, applications, and resources are aligned with the agency’s business goals and objectives.
• Works with other department managers to assist the Chief and Deputy Information Officers in assuring that the agency is complying with applicable statutes, rules, and regulations.
• Maintains confidential and sensitive information.
• Ensures individual and team files (electronic and hard versions) are appropriately maintained and timely disposed of in accordance with the agency’s records retention procedures and schedule.
• Maintains required certifications and licenses and meets the continuing education needs and requirements of the position to include, attending mandatory training courses.
• May be required to operate a state or personal vehicle for business purposes.
• Performs other duties as assigned.

Minimum Qualifications

• Graduation from an accredited four-year college or university with major coursework in Computer Science, Computer Information Systems, Management Information Systems, or related fields.
• Seven years of progressively responsible information technology experience.
• Seven years of work experience managing information technology projects, services, and staff.
• Seven years of experience working on a team providing systems administration and help desk support, conducting troubleshooting of computer hardware and software problems.
• Ability to effectively work from remote locations (telecommuting with a reliable internet connection) and onsite.
• Relevant experience and education may be substituted on a year-for-year basis

Preferred Qualifications

• Previous experience in information technology with a State Agency.
• Previous management experience with a State Agency.
• Experience managing, maintaining, and deploying hardware and software with Quest KACE appliances.
• ITIL Foundation certification.

Knowledge, Skills, and Abilities

• Knowledge of local, state, and federal laws and regulations relevant to the Help Desk Department.
• Knowledge of the principles and practices of public administration and management.
• Knowledge of the limitations and capabilities of computer systems.
• Knowledge of information technology equipment.
• Knowledge of computer hardware and software.
• Knowledge of computer operating systems.
• Knowledge of the techniques used in the design of automated and non-automated systems.
• Knowledge of applicable programming and scripting languages.
• Knowledge of automated mapping.
• Knowledge of the Microsoft 365 platform.
• Skills in using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions, or approaches to problems.
• Skills in using Microsoft Office programs such as Word, Excel, and Access.
• Skills in use of internet, email, word processing, spreadsheet, presentation, and database software.
• Skills in coordinating and solving problems.
• Skills in scheduling, testing, installing, and implementing programs.
• Skills in troubleshooting computer systems.
• Skills in property and asset management.
• Skills in using and managing a ticketing system.
• Skills in using remote assistance and collaboration tools.
• Ability to work remotely and in person including reliable internet.
• Ability to analyze systems and procedures.
• Ability to write and revise standards and procedures.
• Ability to schedule and prioritize work tasks to maintain regular progress on assignments and meet deadlines.
• Ability to adhere to work schedules, follow procedures with respect to leave and submit accurate timesheets by prescribed deadlines.
• Ability to make mature, objective decisions and identify areas of potential problems.
• Ability to perform effectively and willingly when changes occur in scope and nature of the work and work environment.
• Ability to perform routine and non-routine work assignments accurately and on-time with little or no supervision.
• Ability to perform assigned duties and improve work habits and/or output.
• Ability to complete assigned work, on time, neatly and in order with infrequent errors.
• Ability to complete tasks and projects in a timely manner and persists until tasks are completed.
• Ability to interpret policies, procedures, and regulations.
• Ability to provide prompt, courteous and accurate assistance, and clear and concise communication to agency staff, as well as to employees of other political entities and the public both verbally and in writing.
• Ability to work with others in a team environment and cooperate with supervisors, co-workers, and others.
• Ability to manage multiple tasks and schedule work in order to maintain regular progress on assignments and meet deadlines.
• Ability to stand/sit/move to perform activities such as retrieve/replace files in a large file system for boxes up to 30 lbs.
• Ability and willingness to travel 10% of the time, primarily within the State of Texas.
• Ability to operate a vehicle (state or personal) for state business and maintain a driver’s license and driving record that complies with state and agency requirements.
• Ability to work days that may exceed 8 hours, including early mornings, nights, and weekends.
• Ability to train others.
• Ability to assign and/or supervise the work of others.