OCA - Manager IV (IS Customer Support Manager)

Texas Department of Public Safety; Austin (TX); On-site; USD 65,000 - 85,000; Full time

Job summary

Le Texas Department of Public Safety recherche un chef de support client pour le bureau de l'administration des tribunaux. Le poste implique la supervision des opérations de support client et la gestion d'une équipe, garantissant un service client de haute qualité tout en innovant dans les processus opérationnels. Les candidats doivent avoir une solide expérience en gestion et un diplôme en systèmes d'information.

Qualifications

• Minimum quatre ans d'expérience dans la supervision du travail des autres.
• Trois ans d'expérience dans la gestion des demandes de support client.
• Compréhension approfondie des principes de fonctionnement des systèmes d'information.

Responsibilities

• Gérer les opérations quotidiennes de l'assistance à la clientèle.
• Établir et maintenir un programme de formation efficace pour l'équipe de support.
• Préparer des rapports de performance trimestriels pour la direction.

Skills

Customer Service

Team Management

Problem Solving

Communication

Education

Degree in Computer Information Systems or related field

Job description

The Office of Court Administration (OCA) is a unique state agency in the Judicial Branch that operates under the direction and supervision of the Supreme Court of Texas and the Chief Justice . Our mission is to provide resources and information for the efficient administration of the Judicial Branch of Texas.

To learn more about the OCA, visit our website .

Job Description:

Performs highly complex ( senior-level ) managerial work administering the daily operations and activities of the Information Services (IS) Customer Support . Work involves e stablish ing goals and objectives while ensuring quality customer service ; develop ing guidelines, procedures , schedules, priorities, and standards for achieving the goals of IS Customer Support ; coordinates and evaluates Customer Support activities; contributes to IS budget by recommending salary changes , cost-effective purchasing options , and asset management . Plans, assigns, and supervises the work of others. May oversee contracts with third-party vendors . Works under limited supervision, with moderate latitude for the use of initiative and independent judgment. Position reports to the Deputy Director of Information Services. Salary commensurate with experience.

Essential Job Functions:

• Manages the day-to-day operations and activities of the O ffice of C ourt A dministration (OCA) IS Customer Support

• Provides excellent customer service at all times . This includes providing guidance to Customer Support staff , appropriate escalation , proactive communication to management and end users as appropriate , and monitoring of the ticketing system.

• Maintains a detailed , documented inventory of OCA IS technology assets ; This includes , but not limited to, location and status of device , current custodian, model and serial number.

• Proactively updates IS management on trending or ongoing issues and e nsures that policies and procedures are followed.

• Identifies and s uggests innovations and improvements to the OCA IS operational processes through verbal and written communication in a simple, efficient, and clear manner .

• Utilizes vendor product support for research and issue resolution .

• Monitors status of requests assigned to the Customer Support team to ensure timely resolution. Identifies service failures, documents opportunities for improvement and recommends solutions to implement improvements.

• Prepares management and productivity reports; and reviews and approves documents and reports developed by Customer Support staff to ensure professional quality and appearance, appropriate content , consistency, and responsiveness.

• Provides quarterly performance metrics reports to management for agency-level reporting .

• Establishes and maintains an effective staff training program for the Customer Support team. Identifies training needs, determines most effective and efficient training methods, and provides cross-training opportunities for staff .

• Establishes goals and objectives ; develops and approves schedules, priorities, and standards for achieving goals; and manages evaluation activities , including hiring and termination of Customer Support staff.

• Participates in weekly Change Review Board meetings ; adheres and reinforces all change management processes.

• Collaborates with the IS team members on management and support of OCA supported workstations. Includes researching, recommending, and testing new workstations for use in the environment.

• Assists the IS Security team in maintaining strong security posture across the entire OCA landscape .

• Participates in customer events on site as needed for technical support.

• Performs related work as assigned and complies with all OCA policies.

Minimum Qualifications:

• Graduation from an accredited four-year college or university with major course work in computer information systems, computer science, or a related field; may substitute four years of full-time relevant experience for required education on a year-for-year basis.

• Four years of experience supervising the work of others and providing feedback to upper management .

• Two years of experience managing all aspects of asset inventory tracking.

• T hree years of experience managing Customer Support requests using ServiceNow (or a similar product)

• Five years of e xperience delivering superior customer service (written, verbal, and in-person) across multiple delivery channels (telephone, email, in-person).

• Possesses a deep understanding of the practices, principles, and techniques of computer operations; information systems; computer software and hardware; information security policies and procedures.

Preferred Qualifications:

• Ex perience with Microsoft 365 products.

• Experience working in an environment dealing with VIP’s or in a judicial environment, working with judges and court staff.

• Experience in coordinating/using vendor provided support.

• CompTia A+ certification or equivalent related certification

Knowledge, Skills, and Abilities (KSAs) :

• Skill in using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions, or approaches to problems.
• Ability to communicate effectively (both written and verbally) and prepare clearly written documentation on technical matters, in non-technical terms.
• Ability to quickly learn new processes or solutions independently.
• Ability to work efficiently within a robust change management framework.

Employment Conditions:

• Regular attendance required .
• Operates standard office equipment, computer hardware and software.
• Must sit for extended periods of time.
• May talk on phone for extended periods of time.

Note: The following Military Occupation Specialty (MOS) codes are generally applicable to this position. Applicants must fully complete the summary of military experience applicable to the position to determine if minimum qualifications are met . Army: No military equivalent, Navy: URL – Surface Warfare , Coast Guard : Enterprise Policy, Planning, Budget, and Management , Marine Corps: 0203 Ground Intelligence Officer , Air Force: 16GX Air Force Operations Staff Officer , No military equivalent . Additional Military Crosswalk information can be accessed at https://hr.sao.texas.gov/Compensation/MilitaryCrosswalk/MOSC_ProgramManagement.pdf

Applications must be complete, including start and end dates of work experiences. Following a screening of applications, interviews of qualified applicants who have submitted a completed state application will be scheduled. Only applicants interviewed will be notified of their selection or non- selection .

An applicant’s response to the question regarding Former Foster Youth on the state application is optional if you are applying for employment with the Office of Court Administration.

The Office of Court Administration is an equal opportunity employer and does not discriminate on the basis of race, color, religion, sex, national origin, age or disability in employment or in the provision of services. In compliance with the Americans with Disabilities Act, any request for reasonable accommodations needed during the application process should be communicated to Human Resources. 1-800-RELAY TX (for hearing impaired).

The Office of Court Administration participates in E-Verify and will provide the Social Security Administration, and, if necessary, the Department of Homeland Security, with information from each new employee's Form I-9 to confirm work authorization . Section 651.005 of the Government Code requires males, ages 18 through 25, to provide proof of their Selective Service registration or of their exemption from the requirement as a condition of state employment.