$9,875.00

Per Month

Position range in Travis County $3,689.00

•$13,321.00 Per Month TPWD

•Manager V (IT Customer Service and Experien

TEXAS PARKS & WILDLIFE

Occupation:

General and Operations Managers

Location:

Austin, TX

•78744

Job Type:

Regular, Full Time (30 Hours or More), Permanent Employment, Day Shift

Posted:

10/26/2026

Positions available: 1

Source:

WorkInTexas

Web Site:

WorkInTexas

Onsite /

Remote:

Selection Required

Updated:

10/26/2026

Expires:

11/09/2026

Agency Job ID:

107490

Job #: 17088058

Job Requirements and Properties

Help for Job Requirements and Properties. Work Onsite

Full Time Schedule

Full Time Job Type

Regular Duration

Permanent Employment Shift

Day Shift Help for . Please paste the following URL into a browser to view the entire job posting on the CAPPS Careers page.

https:

//erphcmprd.cpa.texas.gov/psp/candidateportal/EMPLOYEE/HRMS/c/HRS_HRAM_FL.HRS_CG_SEARCH_FL.GBL?Page=HRS_APP_JBPST_FL&Action=U&FOCUS=Applicant&SiteId=1&JobOpeningId=107490&PostingSeq=1 TPWD MISSIONTo manage and conserve the natural and cultural resources of Texas and to provide hunting, fishing and outdoor recreation opportunities for the use and enjoyment of present and future generations.

HIRING CONTACT

Jamie McClanahan, (512) 389-8567, jamie.mcclanahan@tpwd.texas.gov

PHYSICAL WORK ADDRESS

TPWD Headquarters, 4200 Smith School Road, Austin, TX 78744 GENERAL DESCRIPTIONUnder the direction of the Information Technology (IT) Division Director, this position performs advanced (senior-level) managerial work administering the daily operations and activities of the IT Customer Service and Experience department, including, leads and modernizes TPWD's customer' facing IT service operations while advancing secure, innovative technology practices across the agency. This role strengthens the experience of internal customers, including park staff, game wardens, wildlife biologists, administrative teams, and headquarters personnel by ensuring responsive, reliable, and high quality IT support statewide.

The manager provides direct leadership to technology teams responsible for enterprise device support, park system support, and the IT Help Desk. This includes coaching and developing analysts, technicians, and supervisors; ensuring effective workload management; promoting consistent service standards across regions; and fostering a culture of accountability, collaboration, and customer empathy.

In partnership with IT leadership and business partners, the manager drives strategic planning efforts that modernize TPWD's IT environment in a secure, thoughtful, and user centered manner. This includes championing innovation, shaping customer focused service strategies, improving IT touchpoints for staff and constituents, and ensuring service delivery that aligns with TPWD's mission to conserve and protect Texas natural and cultural resources. Works under limited supervision, with considerable latitude for the use of initiative and independent judgment.

MINIMUM QUALIFICATIONS

Education:

Graduation from an accredited college or university with a Bachelor's degree in computer science or closely related discipline providing strong technical and customer support.

Experience:

Five years experience with supporting distributed operations (headquarters and field).Seven years management experience; three of which must have been in managing technology support analysts and activities of a technology support center.

NOTE:

Experience may have occurred concurrently.

ACCEPTABLE

SUBSTITUTIONSEducation:

One additional year experience in hardware and software support may substitute for thirty semester hours of the required education, with a maximum substitution of 120 semester hours

Experience:

Graduate degree from accredited college or university in computer science may be substituted for one year of the required experience, excluding the supervisory experience.

PREFERRED QUALIFICATIONS

Experience:

Three years of the management experience at a Texas state agency.

KNOWLEDGE, SKILLS AND

ABILITIESKnowledge of help desk operations.

Knowledge of Microsoft operating environment including system installation and system management.

Knowledge of network communications.

Knowledge of Local Area Network (LAN) and Wide Area Network (WAN) technology.

Knowledge of present and emerging automation technologies.

Knowledge of customer journey mapping.

Knowledge of state of Texas procurement rules and guidelines. Skill in IT Service Management (ITSM) principles, standards and guidelines.

Skill in coaching support center staff.

Skill in managing staff that work hybrid schedules and support staff that work different hours.

Skill in managing technology support team members in a hybrid environment.

Skill in preparing budgets, strategic plans and operational plans and policies.

Skill in developing and maintaining effective working relationships with the user community.

Skill in using state of Texas approved hardware and software, to include Microsoft Operating System and Office Professional, Internet browsers and other commonly used application software products.

Skilled in developing and reviewing technical specifications.

Skilled in evaluating and reviewing technology equipment software products.

Skilled in ensuring terms and conditions of contractual agreements for services are followed.

Skilled in preparing equipment maintenance contracts and in evaluating performance of contractors.

Ability to analyze technology support requirements and organize staff and other resources to meet support needs.

Ability to develop, write and implement clear procedures and standards for agency technology usage.

Ability to recruit, interview, select, train, sustain and evaluate staff.

Ability to work effectively in a team environment with other staff within the branch and with staff in other divisions.

Ability to communicate effectively with technical and non-technical staff both verbally and in writing.

Ability to recommend and implement new, modern processes and clearly define how to mitigate concerns with change.

Ability to work with minimal supervision and make sound judgements and decisions.

Ability to perform under pressure and meet deadlines established according to Agency priorities. WORKING CONDITIONSRequired to work from 8:00 a.m. to 5:00 p.m., Monday through Friday.

Required to work hours other than 8:00 a.m. to 5:00 p.m. with days off other than Saturdays,Sundays, and holidays, as necessary.

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. Required to travel 10% with possible overnight stays.

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