IT Technical Support Manager

MOS Codes

None

In addition to a Bachelor’s Degree or higher in Computer Information Technology or a related field, candidates must possess five (5) years of progressively responsible technical experience within a help desk and/or IT support service environment, including two (2) years of supervisory or lead experience.

Valid Texas Class "C" Driver's License or equivalent from another state, by the date of appointment.

Applicants for positions assigned to the Department of Information Technology Services must pass a Criminal Justice Information Systems (CJIS) fingerprint-based background check within the first six months of appointment and maintain CJIS eligibility. CJIS requirements are related to system access and the following convictions or deferred adjudications will result in failure of the CJIS background check and disqualification and/or termination of employment:
Felony convictions, Felony deferred adjudication, Class A or B Misdemeanor deferred adjudication, Class A or B Misdemeanor convictions, or open arrest warrants for any criminal offense (Felony or Misdemeanor), and family violence convictions.

Under general direction, manages and oversees the day‑to‑day operations of the IT Tier II operations support, ensuring timely and effective resolution. Manages the Information Technology asset management system(s).

Manages a team of technical support specialists. Provides support for desktop computers, laptops, peripherals, mobile devices, surveillance systems, access control, software installations, and related areas. Ensures all hardware, software, and peripheral devices are operating on the most current released versions, and that updates and equipment are fully tested before implementation.

Coordinates and prioritizes the resolution of IT support requests and incidents, ensuring timely and efficient response times. Establishes and maintains incident and problem management processes to effectively respond to and resolve IT issues. Coordinates with technical teams to investigate root causes, implement corrective actions, and prevent future incidents. Ensures incidents are properly identified, prioritized, resolved, and documented. Ensures that requests are handled in accordance with established policies and procedures.

Maintains high levels of customer service quality and availability. Tracks and analyzes trends in Support Services requests and generates statistical reports. Assesses the need for systems reconfigurations based on trends and makes recommendations to department leadership.

Oversees the development of information technology strategic goals and objectives provided by departments. Coordinates and manages various special and recurring projects maintaining project timelines. Develops and optimizes technical support processes to meet goals and KPIs. Communicates IT service performance, project updates, and upcoming changes to stakeholders. Collaborates with senior management to allocate resources effectively. Collaborates with IT teams and vendors to resolve issues, optimize service delivery, and implement cost‑effective solutions to improve overall IT support services.

Manages, controls, and oversees assets. Reviews vendor contracts, reports inventory, and investigates missing or unaccounted‑for assets. Ensures all items and serial numbers are tagged, recorded, signed for, and checked for damages or issues. Performs periodic audits of the asset management system(s) to verify accuracy and takes appropriate action to correct any discrepancies. Conducts audits, security assurance compliance, and validation of assets.

Directs processes for the receipt, disposition, tracking, refresh, and retirement and/or disposal of all incoming equipment, validates shipments, and updates the IT asset inventory database(s). Utilizes an asset management software system or database to scan and log all technology assets received, maintain accurate inventory, and update asset assignments throughout the asset lifecycle. Develops and implements process improvements. Distributes hardware and software metrics and inventory…