OCA - Manager IV (IS Customer Support Manager)

Centralized Accounting and Payroll/Personnel System; Austin (TX); On-site; USD 80,000 - 100,000; Full time

Job summary

A leading state agency seeks an IS Customer Support Manager to oversee operations and ensure excellent service delivery. The position requires strong managerial skills, experience in technology asset management, and a deep understanding of information systems. This role is essential for the efficient administration of court operations within Texas.

Qualifications

• Four years supervising staff and providing feedback.
• Two years managing asset inventory.
• Five years delivering superior customer service.

Responsibilities

• Manage daily operations of OCA IS Customer Support.
• Provide excellent customer service and coach staff.
• Prepare reports and maintain detailed inventory of IS technology assets.

Skills

Logical reasoning

Problem-solving

Effective communication

Education

Graduation from an accredited four-year college or university

Tools

ServiceNow

Microsoft 365

Job description

Job Description - OCA - Manager IV (IS Customer Support Manager) (00050379)

Organization: OFFICE OF COURT ADMINISTRATION

Primary Location: Texas-Austin

Work Locations: Office of Court Admin (212-OCA - MAIN) P.O. BOX 12066 205 W. 14TH STREET Austin 78711

Job: Management

Employee Status: Regular

Schedule: State Job Code : 1603; Salary Admin Plan : B; Grade : 25

Salary (Pay Basis): 7,083.34 - 8,750.00 (Monthly)

Number of Openings: 1

Overtime Status: Exempt

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.

Position Summary: Performs highly complex managerial work managing the daily operations of the Information Services (IS) Customer Support. Responsibilities include establishing goals, ensuring quality customer service, developing guidelines and procedures, coordinating activities, and contributing to the IS budget. The role involves planning, supervising staff, overseeing vendor contracts, and working independently under limited supervision. Reports to the Deputy Director of Information Services. Salary is commensurate with experience.

Essential Job Functions

• Manage daily operations of OCA IS Customer Support
• Provide excellent customer service, guide staff, escalate issues, and monitor ticketing systems
• Maintain detailed inventory of IS technology assets
• Update management on issues and ensure policies are followed
• Suggest process improvements and innovations
• Utilize vendor support for research and resolution
• Monitor request status, identify service failures, and recommend improvements
• Prepare reports, review documents, and ensure quality
• Provide quarterly performance metrics reports
• Establish and maintain staff training programs
• Set goals, develop schedules, and manage evaluations
• Participate in change management processes
• Collaborate on workstation management and support security efforts
• Assist with technical support at customer events
• Perform related duties and adhere to policies

Qualifications

Minimum Qualifications:

• Graduation from an accredited four-year college or university in a related field or equivalent experience
• Four years supervising staff and providing feedback
• Two years managing asset inventory
• Three years managing support requests with ServiceNow or similar
• Five years delivering superior customer service across channels
• Deep understanding of computer operations, information systems, and security policies

Preferred Qualifications:

• Experience with Microsoft 365
• Experience in judicial or VIP environments
• Vendor support coordination experience
• CompTIA A+ or similar certification

Knowledge, Skills, and Abilities

• Logical reasoning and problem-solving skills
• Effective communication skills, both written and verbal
• Ability to learn new processes independently
• Ability to work within change management frameworks

Employment Conditions

• Regular attendance required
• Operate standard office equipment and hardware
• Prolonged sitting and phone use

Note on Military Crosswalks and application procedures included in the original description.