TPWD - Manager V (IT Customer Service and Experience Manager)

Under 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., Surviving spouse of a veteran who has not remarried- Marriage Certificate and DD Form 1300 or appropriate documentation. Orphan of a veteran killed while on active duty- Birth Certificate and DD Form 1300 or appropriate documentation. Spouse of a member of the US Armed Forces/Texas National Guard serving on Active Duty- Marriage Certificate and copy of spouses active-duty military orders. Spouse of a veteran with disability and is the primary income for household- Marriage Certificate, Veterans DD214, and VA Benefits Summary Letter showing disability rating.

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., 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 ABILITIES

Knowledge 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., 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.

May be required to operate a state vehicle.

Must conform to TPWD dress and grooming standards, work rules, and safety procedures.

Required 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.