Director of IT Customer Support Operations Office Support

Health & Human Services Comm; Austin (TX); On-site; USD 71,000 - 96,000; Full time

Job summary

Health & Human Services Comm in Austin, TX seeks a Director I to lead IT Customer Support Operations Office Support. This onsite role directs daily Office Support and deskside services, ensures devices are current with security patches, and aligns activities with HHSC priorities.

The Director oversees staff performance, policy compliance, and cross-team collaboration to deliver reliable service and secure information handling in a fast-paced government environment.

Qualifications

• U.S. citizens and permanent residents only.

Responsibilities

• Directs IT Customer Support Operations Office Support services and oversees daily deskside support and customer assistance.
• Sets objectives, coordinates with HHSC IT teams, and ensures standardized service delivery and security compliance.
• Develops staff through coaching, training, performance reviews, and scheduling leave.
• Monitors service quality, documentation, and budget to drive accountability and continuous improvement.
• Promotes excellent customer service and supports incident response and disaster recovery readiness.
• Leads resource planning and budget activities to sustain efficient operations.

Skills

Leadership

Vendor management

Project management

Customer service

Team coaching

Job description

Career Opportunities: Director of IT Customer Support Operations Office Support (22649)

c. $5000 - $6999 per month

Salary range: $6,377.50-$8,581.66
Pay Frequency: Monthly
Salary Group: TEXAS-B-26
Shift: Day
Additional Shift: Days (First)
Regular/Temporary: Regular
Full Time/Part Time: Full time
FLSA Exempt/Non-Exempt: Exempt
Facility Location:
Job Location City: AUSTIN
Job Location Address: 1100 W 49TH ST (RBB)
Other Locations: None
MOS Codes: 8003,8040,8041,8042,10C0,111X,112X,113X,114X,20C0,30C0,40C0,611X,612X,631X,641X,648X,90G0,91C0,91W0
97E0,SEI15

Functional Title: Director of IT Customer Support Operations Office Support
Job Title: Director I
Agency: Health & Human Services Comm
Department: Reg Office Sup DSHS Austin 425
Closing Date: 12/21/2026
Posting Audience: Internal and External
Occupational Category: Computer and Mathematical
Pay Frequency: Monthly
Salary Group: TEXAS-B-26
Shift: Day
Additional Shift: Days (First)
Telework:
Travel:
Regular/Temporary: Regular
Full Time/Part Time: Full time
FLSA Exempt/Non-Exempt: Exempt
Facility Location:
Job Location City: AUSTIN
Job Location Address: 1100 W 49TH ST (RBB)
Other Locations: None

Brief Job Description

This position is open to U.S. Citizens and permanent residents.

This onsite role requires the selected candidate to work from an HHS office in Austin, Texas.

The Director I for HHSC IT Customer Support Operations Office Support provides leadership and oversight for daily Office Support and deskside support services. This position ensures customer requests are addressed promptly, client computing devices are maintained with required software, antivirus protection, and security patches, and support services are delivered in a reliable, consistent, and secure manner. The Director provides program direction by aligning Office Support operations with HHSC IT Customer Service and Support priorities, agency policies, legislative requirements, and program goals. This includes planning work activities, setting measurable objectives, reviewing procedures for compliance, and coordinating with HHSC IT teams, program areas, and HHS agencies to support standardization, issue resolution, and effective service delivery. This position Directs and develops staff by reviewing performance data, providing coaching and training, completing performance appraisals and evaluations, making hiring selections, assigning work, managing disciplinary actions, and scheduling and approving leave. The Director also promotes a productive work environment built on collaboration, accountability, recognition, staff development, and strong customer service. The role is responsible for monitoring service quality, customer feedback, operational records, resources, and budget activities to support accountability and continuous improvement. The Director reinforces enterprise and agency security requirements, protects confidential information and technology resources, and ensures services comply with applicable rules, policies, procedures, and regulations. The position may also support disaster response, recovery, and Continuity of Operations activities as assigned.

Essential Job Functions (EJFs)

EJF 1: Directs HHSC IT Customer Support Operations Office Support services. Oversee daily Office Support operations, including deskside support, customer assistance, security coordination, operational documentation, and partner communication to ensure reliable service delivery. Ensures support teams respond promptly to service requests and keep client computing devices current with required software, antivirus protection, and security patches. Coordinates with HHSC IT teams, program areas, and HHS agencies to support service planning, standardization, issue resolution, and consistent delivery of Office Support services. Reinforces enterprise and agency security requirements by defining staff responsibilities and ensuring Office Support practices protect confidential information and technology resources. Maintains records of work performed, customers and agencies supported, resources used, and service outcomes to support reporting, accountability, and improvement efforts. (30%)

EJF 2: Provides program vision, leadership, and strategic direction. Directs the Office Support team in achieving program goals, implementing agency policies, meeting applicable requirements, and supporting HHSC IT Customer Service and Support priorities. Plans and approve annual activities that align Office Support operations with agency direction and program priorities. Reviews procedures for compliance with legislative mandates, program requirements, agency policies, and operational standards. Sets measurable objectives to improve team performance, strengthen service delivery, and support customer service strategies. (20%)

EJF 3: Supports the mission of HHSC IT Customer Service and Support. Contributes to operational planning and cross-functional initiatives by assessing workload, staff capacity, service impacts, and dependencies across HHSC IT. Collaborates with peers and impacted teams on shared projects to reduce service disruptions and improve customer outcomes. Represents Office Support in internal and external meetings, providing updates, identifying service needs, and supporting coordinated decision-making. (15%)

EJF 4: Directs planning, scheduling, priorities, and service standards. Establishes work schedules, priorities, and service standards to ensure Office Support work is completed accurately, timely, and in alignment with customer and agency needs. Reviews and monitors assigned work items to verify progress, resolve barriers, and maintain accountability for established standards. (10%)

EJF 5: Directs and develops staff while fostering a healthy, productive work environment. Directs and develops staff through review of performance data, coaching, training, and performance appraisals. Responsible for hiring selections, assigning work, completing performance evaluations, managing personnel disciplinary actions, and scheduling and approving leave. Encourages collaboration, accountability, staff development, and recognition to help employees meet work goals and sustain high productivity. (10%)

EJF 6: Provides excellent customer service. Models professionalism, responsiveness, respect, and helpfulness when working with IT customers, program staff, agency partners, and team members. Evaluates team activities, service quality, and customer feedback to identify opportunities for improvement. Ensure customer services are provided consistently and in accordance with applicable rules, policies, procedures, and regulations. Provides coaching and feedback on customer service expectations during onboarding and as ongoing development needs are identified. (5%)

EJF 7: Develops and Directs section resources and budget. Directs Office Support resources and budget activities to support responsible stewardship, operational needs, and sustainable service delivery. Identifies practical ways to maximize available resources, improve efficiency, and prevent unnecessary expenditures. Participates in budget and funding planning by providing information needed to support resource decisions and long-term section needs. (5%)

EJF 8: Other duties assigned includes actively participating and/or serving in a supporting role to meet the agency’s obligations for disaster response and/or recovery or Continuity of Operations (COOP) activation. Such participation may require an alternate shift pattern assignment and/or location. (5%)

Knowledge, Skills and Abilities (KSAs)

• Knowledge of personal computer hardware and software,
• Knowledge of network operating systems and security software.
• Knowledge of Active Directory.
• Knowledge