AMVETS Jobs

Job/Position DescriptionThe Help Desk Maintenance and Operations Manager reports to the Manager of Regulatory Services Applications Child Care Regulations of HHS IT. Working under minimal supervision with considerable latitude for the use of initiative and independent judgment, the Help Desk Maintenance and Operations Manager performs advanced (senior-level) managerial work administering the daily operations and activities required to maintain Regulatory Services Application products and services for assigned program area. One of the primary responsibilities includes overseeing Tier Two Help Desk functions including the triaging of tickets, systems analysis and ensuring timely completion and resolution of all service requests. Other responsibilities include Tier 3 functions such as identifying system defects and leading, planning, managing, and guiding their resolution in an acceptable time frame. This position provides leadership in delivering quality application products to the assigned Regulatory Services programs. Works closely with customers to help determine customer needs and priorities, ensures delivery of products that satisfy customer needs. Develops and oversees Service Delivery Plans. Works with other members of the IT Section to continuously improve software development, service delivery, and product maintenance practices and procedures. Participates in succession planning and staff/team development activities; works closely in collaboration and partnership with the Manager of Regulatory Services child Care Regulations Applications to align to the mission, goals and objectives outlined by the Director of Regulatory Services Applications. This position is classified as a fulltime position (40 hours a week). Work outside of regular hours may be required. Travel to other work location may be required. Performs other duties as assigned. Essential Job FunctionsAttends work on a regular and predictable schedule in accordance with agency leave policy and performs other duties as assigned.(35%) The Help Desk Maintenance and Operations Manager will lead the team of System Analyst, Programmers, Functional Analyst and System Analyst responsible for the daily operations within the Child Care Regulation Applications team. This team will be responsible for resolving service support requests transitioned to the Tier 2 and Tier 3 Help Desk including triaging, prioritizing, testing and deploying code to resolve defects when necessary.(35%) Oversee the end-2-end life cycle of service request for all supported applications, their resolution overall and will be responsible for high-quality, cost effective and timely resolution. This position is responsible for continuously improving the customersand#146; experience and satisfaction, tracking, and managing service request backlog, planning and overseeing the service request process. The Help Desk Maintenance and Operations Manager is expected to drive annual cost reductions and process improvement to all aspects of service request management and ensure alignment of service request support to service levels and ITIL best practices.(20%) The Help Desk Maintenance and Operations Manager will provide leadership and direction that fosters teamwork, harmonious professional collaboration, and partnership with leaderships, division staff and stakeholders. Manages staff activities to foster a culture of high customer satisfaction and quality products. Oversees the establishment of goals and objectives. Develops and approves schedules, priorities, and standa https://jobshrportal.hhsc.state.tx.us/ENG/CareerPortal/job_profile.cfm?szOrderID=599110 Copy the URL in the preceding sentence to an Internet Explorer browser to apply to the job directly through the Texas Health and Human Services Career Portal.