24-88 - Help Desk Manager (Manager Iv) - Austin, United States - Texas Water Development Board
Description
Salary commensurate with experience and qualifications
TEXAS WATER DEVELOPMENT BOARD'S MISSION
Leading the state's efforts in ensuring a secure water future for Texas.
General Description
Performs highly complex (senior-level) managerial work administering the daily operations and activities of the Texas Water Development Board's Help Desk department.
Essential Job Functions
- Serves as Manager of the Help Desk Department within the agency's Information Technology Division.
- Provides effective leadership and management of the IT Help Desk Department.
- Manages all project activities within the department, providing technical direction and guidance.
- Monitors and reports department work activities.
- Authorizes department hiring, separations, disciplinary actions, and employee performance rewards.
- Assigns job duties, conducts performance evaluations, clarifies roles and responsibilities, and monitors and measures performance against goals.
- Evaluates department performance and recommends and leads improvements.
- Supports department administrative requirements related to organization, budget, and personnel.
- Ensures the provision of quality customer service from the department to both internal and external stakeholders.
- Manages the performance of direct reports, to include, timely completion of performance appraisals, and followthrough on disciplinary actions as needed.
- Works with other department managers to assist the Chief and Deputy Information Officers with the Information Resources Manager responsibilities.
- Works with other department managers to assist the Chief and Deputy Information Officers in assuring that the agency is complying with applicable statutes, rules, and regulations.
- Maintains confidential and sensitive information.
- Ensures individual and team files (electronic and hard versions) are appropriately maintained and timely disposed of in accordance with the agency's records retention procedures and schedule.
- Maintains required certifications and licenses and meets the continuing education needs and requirements of the position to include, attending mandatory training courses.
- May be required to operate a state or personal vehicle for business purposes.
- Performs other duties as assigned.
Minimum Qualifications
- Graduation from an accredited fouryear college or university with major coursework in Computer Science, Computer Information Systems, Management Information Systems, or related fields.
- Seven years of progressively responsible information technology experience.
- Seven years of work experience managing information technology projects, services, and staff.
- Seven years of experience working on a team providing systems administration and help desk support, conducting troubleshooting of computer hardware and software problems.
- Ability to effectively work from remote locations (telecommuting with a reliable internet connection) and onsite.
- Relevant experience and education may be substituted on a yearforyear basis
Preferred Qualifications
- Previous experience in information technology with a State Agency.
- Previous management experience with a State Agency.
- Experience managing, maintaining, and deploying hardware and software with Quest KACE appliances.
- ITIL Foundation certification.
Knowledge, Skills, and Abilities
- Knowledge of local, state, and federal laws and regulations relevant to the Help Desk Department.
- Knowledge of the principles and practices of public administration and management.
- Knowledge of the limitations and capabilities of computer systems.
- Knowledge of information technology equipment.
- Knowledge of computer hardware and software.
- Knowledge of computer operating systems.
- Knowledge of the techniques used in the design of automated and nonautomated systems.
- Knowledge of applicable programming and scripting languages.
- Knowledge of automated mapping.
- Knowledge of the Microsoft 365 platform.
- Skills in using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions, or approaches to problems.
- Skills in using Microsoft Office programs such as Word, Excel, and Access.
- Skills in coordinating and solving problems.
- Skills in scheduling, testing, installing, and implementing programs.
- Skills in troubleshooting computer systems.
- Skills in property and asset management.
- Skills in using and ma
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