TPWD - Manager III

MINIMUM QUALIFICATIONS

Education:

Graduation from an accredited college or university with a bachelor's degree.

Experience:

Five years of full-time experience in help desk or end-user support, two years of which must have been in a team lead/supervisory capacity with experience planning, directing and overseeing a Help Desk or Call Center.

Licensure:

Applicant must possess or be able to obtain, within 30 days of employment, a valid class "C" Texas driver's license.

ACCEPTABLE SUBSTITUTIONS

Education:

One additional year full-time experience in Help Desk end user support may substitute for thirty semester hours of the required education, with a maximum substitution of 120 semester hours.

Experience:

Thirty semester hours from an accredited college or university may substitute for one year of required experience in help desk or end-user support, with a maximum substitution of three years.

PREFERRED QUALIFICATIONS

Experience:

Experience managing and assigning work in a call center environment to meet regular and peak workloads; Experience working in a Texas state agency; Experience with ServiceNow or similar ITSM systems; Experience with Cisco Finesses or similar call management systems.

KNOWLEDGE, SKILLS, AND ABILITIES

Knowledge of scheduling and personnel management principles; Knowledge of customer support skills that include: management of problem calls, priority calls and communication to end-users; Knowledge of Windows Operating Systems, Office Suites, Virus protection, asset management, call ticket management, Backups and updates; Knowledge of Customer Service best practices; Knowledge of ITIL (Information Technology Infrastructure Library) best practices; Knowledge of rules and regulations related to Texas state government employment; Skill in managing personnel, time and assets to accomplish projects and tasks;. Skill in developing and maintaining effective working relationships; Skill in using project and task management methodologies; Skill in working as a team member, cooperating with both co-workers and management to effectively accomplish unit goals; Skill in following written instruction and system documentation; Ability to accurately estimate and recommend appropriate budget levels for operating units; Ability to analyze support requirements and organize staff and other resources to meet support needs; Ability to monitor, evaluate, and make appropriate recommendations related to employee performance; Ability to perform routine administrative tasks and schedule assignments for technical staff within the unit; Ability to resolve technical and personnel problems effectively; Ability to plan, organize, and pay close attention to details while working with frequent interruptions; Ability to work independently, meet deadlines and project goals while handling multiple priorities and tasks; Ability to conduct problem analysis and resolution for standard agency applications, hardware and software; Ability to help integrate newly developed technologies into the existing environment; Ability to communicate well both verbally and in writing; Ability to use computer and network analytical tools; Ability to test and evaluate new vendor products for agency purchases; Ability to provide other technical staff with procedural documentation; Ability to participate in design and review of technical specifications for the procurement of technology systems hardware and software; Ability to work effectively with others as a team member or project leader; Ability to analyze requirements, and organize the team and other resources to meet support needs in a timely fashion; Ability to provide other technical staff with configuration documentation.

WORKING CONDITIONS

Required to pass a national fingerprint-based background check to maintain employment. Applicants must be legally authorized to work in the United States and maintain that authorization throughout employment. Subject to re-scheduled workweek when necessary. Responsible for after-hour calls for assistance when necessary. Required to work overtime, weekends and holidays to install telecommunications hardware, software or resolve problems when necessary. Required to travel up to 10%, with possible overnight stays. Required to conform to dress and grooming standards, work rules and safety procedures. Non-smoking environment in State buildings and vehicles.

TPWD IS AN EQUAL OPPORTUNITY

EMPLOYER