OAG - Child Support | Service Coordination Lead; Manager V-VI

Organization

OFFICE OF THE ATTORNEY GENERAL

Texas-Austin

CS Systems Operations 5500

E. Oltorf St Austin

Management

Regular

State Job Code :
Salary Admin Plan : B
Grade : 27 26

9,166. (Monthly)

1

Exempt

Feb 10, 2026, 3:39:14 PM

Ongoing

The Service Coordination Lead supports the Child Support system (ChAMP) Service Management by coordinating the follow-up and visibility of incidents and problems across teams. This role focuses on ensuring service issues move forward in a timely and organized manner, expectations are clearly communicated, and backlogs remain accurate and manageable. The position serves as a central point of coordination between service management, product teams, technical teams, and stakeholders.

It requires strong organizational skills, attention to detail, and the ability to work calmly and effectively in a dynamic environment.

• Support effective coordination of incident and problem management activities across teams.
• Promote consistency, transparency, and accountability in service issue tracking and follow-up.
• Support leadership by maintaining situational awareness of backlog status and emerging service risks.
• Assist in setting and communicating expectations related to service issue timelines and resolution progress.
• Contribute to a service management approach focused on reliability, responsiveness, and collaboration.
• Track incidents and problems through their lifecycle to ensure appropriate ownership, progress, and follow-up.
• Serve as a primary point of contact for field and regional leadership regarding individual service issue status, timelines, and guidance.
• Support expectation setting by helping communicate when issues cannot be immediately resolved.
• Communicate with the Business Operations Transformation Manager on overall service health to assist with Senior Leadership Team status updates.
• Identify aging or stalled service issues and coordinate with responsible teams to support timely movement.
• Ensure incident and problem records are complete, accurate, and properly categorized.
• Support coordination and communication during significant service events to maintain shared situational awareness.
• Assist in preparing service status updates and summaries for leadership and stakeholders.
• Coordinate backlog reviews and follow-up actions with service management, product, and delivery teams.
• Perform related work as assigned.
• Maintain relevant knowledge necessary to perform essential job functions.
• Attend work regularly in compliance with the agreed-upon schedule;
  Telework schedules are permitted based on the agency’s approved Telework Plan.
• Ensure security and confidentiality of sensitive and/or protected information.
• Comply with all agency policies and procedures, including those pertaining to ethics and integrity.

Manager V:

• Education:
  
  Graduation from high school or equivalent.
• Education:
  
  Bachelor’s degree from an accredited college or university; experience in service coordination, operations support, project coordination, information technology support, or related fields may be substituted for the required education on a year-for-year basis.
• Experience:
  
  Five years of full-time experience working in service coordination, incident or problem management support, operations support, project coordination, or a closely related field.
• Experience preparing service status updates or operational summaries.
• Knowledge of basic service management or operational support processes.
• Knowledge of methods for tracking work items and coordinating follow-up across teams.
• Skill in handling multiple tasks, prioritizing, and meeting deadlines.
• Skill in handling competing priorities and meeting deadlines.
• Skill in effective oral and written communication.
• Skill in exercising sound judgment and effective decision making.
• Ability to translate technical or operational information into clear service insights.
• Ability to maintain composure and effectiveness in high-volume or time-sensitive situations.
• Ability to work cooperatively with others in a professional office environment.
• Ability to provide excellent customer service.
• Ability to work in person at assigned OAG work location, perform all assigned tasks at designated OAG workspace within OAG work location, and perform in-person work with coworkers (e.g., collaborating, training, mentoring) for the entirety of every work week.
• Ability to arrange for personal transportation for business-related travel.
• Ability to work more than 40 hours as needed and in compliance with the FLSA.
• Ability to lift and relocate 10 lbs.
• Ability to travel (including overnight travel) up to 10%.

Manager VI – All of the above qualifications for Manager V, plus:

• Experience:
  
  One additional year of full-time experience working in service coordination, incident or problem management support, operations support, project coordination, or a closely related field.

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