Under the direction of the Manager for IT Customer Service, this position performs complex (journey-level) managerial work administering the daily operations and activities of an agency’s business function, division or department and manages the day to day operation of the TPWD Help Desk and Park Support teams. Plans and assigns workloads and schedules to meet dynamic requirements and quickly changing priorities. Identifies and resolves problems in operating efficiency and makes modifications as necessary. Oversees responsibilities related to planning and deployment of agency technology projects/applications. Oversees special projects at the discretion of the Customer Services Manager. Utilizes ServiceNow, the agency ITSM system, to monitor and evaluate call volume and modify processes as necessary. Develops and maintains reports to effectively track metrics such as call resolution rates, abandon rates and hold times as needed. Works closely with State Parks leadership to oversee the support for the Texas Parks reservation system. Establishes and streamlines processes and manages the workload for the Park Support staff. Participates in testing and evaluation of new systems and establish roles and responsibilities for support team. Establishes and modifies performance goals and standards for staff. Performs annual employee performance reviews. Provides feedback to employees on work performance and areas that require improvement as needed. Addresses and resolves customer service questions and concerns. Works closely with all IT branches to ensure all staff receive a positive customer experience and provides feedback to strategically align the division with agency goals. Ensures appropriate staffing levels to meet mission needs. Promotes a good working relationship between the Help Desk, Park Support and individual work groups to ensure open communication and knowledge sharing. Performs additional duties as assigned. Works under general supervision, with moderate latitude for the use of initiative and independent judgment. MINIMUM QUALIFICATIONS:Education:Graduation from an accredited college or university with a bachelor’s degree. Experience:Five years of full-time experience in help desk or end-user support, two years of which must have been in a team lead/supervisory capacity with experience planning, directing and overseeing a Help Desk or Call Center. Licensure:Applicant must possess or be able to obtain, within 30 days of employment, a valid class “C” Texas driver’s license. ACCEPTABLE SUBSTITUTIONS:Education:One additional year full-time experience in Help Desk end user support may substitute for thirty semester hours of the required education, with a maximum substitution of 120 semester hours. Experience:Thirty semester hours from an accredited college or university may substitute for one year of required experience in help desk or end-user support, with a maximum substitution of three years. PREFERRED QUALIFICATIONS:Experience:Experience managing and assigning work in a call center environment to meet regular and peak workloads;Experience working in a Texas state agency;Experience with ServiceNow or similar ITSM systems;Experience with Cisco Finesses or similar call management systems. KNOWLEDGE, SKILLS, AND ABILITIES - Knowledge of scheduling and personnel management principles;Knowledge of customer support skills that include: management of problem calls, priority calls and communication to end-users;Knowledge of Windows Operating Systems, Office Suites, Virus protection, asset management, call ticket management, Backups and updates;Knowledge of Customer Service best practices;Knowledge of ITIL (Information Technology Infrastructure Library) best practices;Knowledge of rules and regulations related to Texas state government employment;Skill in managing personnel, time and assets to accomplish projects and tasks;. Skill in developing and maintaining effective working relationships;Skill in using project and task management methodologies;Skill in working as a team member, cooperating with both co-workers and management to effectively accomplish unit goals;Skill in following written instruction and system documentation;Ability to accurately estimate and recommend appropriate budget levels for operating units;Ability to analyze support requirements and organize staff and other resources to meet support needs;Ability to monitor, evaluate, and make appropriate recommendations related to employee performance;Ability to perform routine administrative tasks and schedule assignments for technical staff within the unit;Ability to resolve technical and personnel problems effectively;Ability to plan, organize, and pay close attention to details while working with frequent interruptions;Ability to work independently, meet deadlines and project goals while handling multiple priorities and tasks;Ability to conduct problem analysis and resolution for standard agency applications, hardware and software;Ability to help integrate newly developed technologies into the existing environment;Ability to communicate well both verbally and in writing;Ability to use computer and network analytical tools;Ability to test and evaluate new vendor products for agency purchases;Ability to provide other technical staff with procedural documentation;Ability to participate in design and review of technical specifications for the procurement of technology systems hardware and software;Ability to work effectively with others as a team member or project leader;Ability to analyze requirements, and organize the team and other resources to meet support needs in a timely fashion;Ability to provide other technical staff with configuration documentation.