DPS - IT - Customer Service and Support Director

*** This position requires occasional travel: short trips, 1-2x per month ***

All applications must contain complete job histories, which includes job title, dates of employment, name of employer, supervisor's name and phone number and a description of duties performed. If this information is not submitted, your application may be rejected because it is incomplete. Resumes do not take the place of this required information.

Work In Texas (WIT) applicants must complete the supplemental questions to be considered for the posting. In order to complete the supplemental questions please go to CAPPS Recruit to register or login and access your profile. Go to CAPPS Recruit to Sign In

Perform advanced managerial work providing direction and guidance in strategic operations and planning. Establish goals, policies, and priorities; manage IT Service Management, Workstation, and Support Services; oversee budgets. Supervises the work of others and operates under minimal supervision with extensive latitude for independent judgment.

The following Military Occupational Specialty codes are generally applicable to this position:

(Use the "Apply for this Job" box below). Description s/

Applicants must fully complete the summary of experience to determine if minimum qualifications are met.

• Establish strategic plans, goals, and objectives for IT service delivery and end-user support. Develop policies, procedures, and guidelines for ITSM, workstation management, Tier 2 support, and helpdesk operations.
• Direct the management and support of workstation environments, including hardware, software, and configuration standards for end‑user devices.
• Oversee the development and implementation of support strategies for Tier 2 technical assistance, ensuring timely resolution of escalated issues and maintaining service quality.
• Oversee the design, implementation, and maintenance of IT Service Management (ITSM) processes and tools to ensure efficient delivery of IT services across the organization.
• Manage and approve budgets related to IT service management, workstation services, and support operations, ensuring alignment with organizational priorities and cost efficiency.
• Oversee the operation and performance of helpdesk services, ensuring effective incident management, user satisfaction, and continuous improvement of support processes.
• Ensure compliance with government policies and regulations, including Criminal Justice Information (CJI) requirements. Oversee implementing and maintaining security measures to protect sensitive information.
• Effectively communicate with stakeholders and vendors to ensure projects meet the customer’s needs and are completed on time.
• Attend work regularly and observe approved work hours in accordance with agency leave and attendance policies.
• Perform other duties as assigned.

Graduation from a standard senior‑high school or equivalent is required. Graduation from an accredited four‑year college or university with a Bachelor’s degree in Computer Science, Information Technology, Information Systems or a related field is preferred.

Minimum of ten (10) years’ experience developing and supervising Information Technology teams is required. Minimum of ten (10) years’ Information Technology customer service experience is required. Minimum of five (5) years’ experience developing and presenting executive level presentations, reports, and debriefings is required.

Substitution

Note:

Additional work experience of the type described or other related education may be substituted for one another on a year‑for‑year basis, up to 4 years.

If driving is required, must possess a valid driver license from state of residence.

This job may be responsible for conducting research on, working on, or having the ability to access critical organizational infrastructure; must be able to maintain the security and integrity of the infrastructure related to this role. Additionally, and more specifically, must not…