TPWD - Manager V; IT Customer Service and Experience Manager

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

To manage and conserve the natural and cultural resources of Texas and to provide hunting, fishing and outdoor recreation opportunities for the use and enjoyment of present and future generations.

PHYSICAL WORK ADDRESS:TPWD Headquarters, 4200 Smith School Road, Austin, TX 78744

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.

Graduation from an accredited college or university with a Bachelor's degreein computer science or closely related discipline providing strong technical and customer support.

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

Three years of the management experience at a Texas state agency.

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 developing and maintaining effective working relationships with the user community.

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…