IT Service Manager IV - VI (100% remote in Texas)
Job description
The Railroad Commission of Texas is the state agency with primary regulatory jurisdiction over the oil and natural gas industry; pipeline transport and pipeline safety; natural gas utilities; the LP-gas industry, and surface mining operations. You can find more details about us on the Railroad Commission of Texas’ website here https://www.rrc.texas.gov/about-us/.
To support our mission to serve Texas, we need great people to join our team. We provide a great working environment along with outstanding benefits, including:
- Generous paid time off including vacation, sick time, and holidays
- Telework options for eligible positions
- Flexible work schedules
- Retirement pension with match
- 401(k), 457(b) and Roth
- Health premiums 100% paid for full-time employees
- Tuition Reimbursement
- Wellness and Exercise Leave
- Career development programs/opportunities for advancement
For a complete list of our total compensation package please visit our website at https://www.rrc.texas.gov/about-us/jobs/. To view benefits available to all State of Texas employees visit the Employee Retirement Systems website at https://ers.texas.gov/benefits-at-a-glance
General Description
The Railroad Commission of Texas seeks an experienced IT Service Manager to provide highly complex to highly advanced (senior-level) managerial and leadership support for agency Help Desk, Inventory/Asset Management, and Change/Release Management teams responsible for day-to-day service delivery and operational support. Work involves managerial responsibilities pertaining to establishing goals and objectives; developing procedures and guidelines; establishing and implementing priorities, standards, service level agreements, and measurement tools for determining progress in meeting goals; developing reviewing and proposing budgets; and assisting with establishing IT strategic plans. Work is coordinated with state contracted data center vendors and under supervision of the Infrastructure, Operations and Desktop Support (IODS) Manager with considerable latitude for the use of initiative and independent judgment.
This role also includes coordination of work to meet agency goals and objectives as set forth by agency management. Works under limited supervision with latitude for the use of initiative and independent judgment. This position has also been approved for 100% telework within the state of Texas.
Essential Job Duties
- Hiring and training of new staff.
- Establishing annual performance goals for all direct reports.
- Conducting mid and end-of-year performance evaluations.
- Planning and coordination of annual training.
- Responsible for managing the Tier I and Tier II teams who provide technical support to end users, troubleshoots customer and user issues, and guides them through corrective steps.
- Responsible for drafting and presenting user services reports.
- Assists in working with the Infrastructure/Operations team for managing processes to restore normal service operation as quickly as possible to minimize the impact to business operations.
- Responsible for establishing and maintain First-Call Resolution Rate (FCR) pertaining to the percentage of tickets resolved with the first response and identifying how effective and efficient the agency’s ITS Help Desk operates.
- Responsible for tracking the volume of tickets coming into a service desk for providing an overview of peak activity times and can be an indicator of staffing requirements and scheduling.
- Responsible for tracking ticket backlogs and working to improve efficiency to avoid high support time and admin staffing costs.
- Responsible for tracking ticket trends to identify areas of process improvement and possible automation for issues with the highest volume of calls over a specific timeframe.
- Primary Point of Contact (POC) for initial escalation and communication with business area staff for issues and incidents pertaining to the Help Desk so they are addressed in a proactive versus reactive manner.
- Responsible for drafting and sending Help Desk communications
- Responsible for the creation, management and monitoring of Service Level Agreements (SLA’s) and associated Standard Operational Procedures (SOP’s) to ensure all service level targets are met on a monthly basis.
- Responsible for providing agency leadership with a Help Desk and Service Level Agreement (SLA) Report on a monthly basis, to include a Corrective Action Plan for any SLA’s falling below the stated compliance.
- Responsible for the creation, management and maintenance of the agency’s Service Catalog for the single source of consistent information on all operational services that allows users to know what will be delivered, when it will be delivered, what it will cost, what is the expected service level, and who are authorized to access it.
- Responsible for the incorporation of the approved Service Catalog into the agency’s service management application system.
- Responsible for ensuring standardized methods, processes and procedures which are used for all changes are followed. Will also facilitate efficient and prompt handling of all changes while maintaining the proper balance between the need for change and the potential detrimental impact of changes through risk management.
- Responsible for ensuring the agency approved process of managing planning and scheduling the rollout of IT services, updates and releases to the production environment are followed.
- Provide managerial support to ITAM staff responsible for the following tasks and ensure each is carried out properly, accurately and in a timely manner according to agency approved policies and procedures.
- End-to-end tracking and management of IT assets to ensure that every asset is properly used, maintained, upgraded and disposed of at the end of its lifecycle.
- Management and tracking of current ITS capital and non-capital inventory hardware, software, and licensing agreements.
- End-of-Life (EOL) inventory planning, forecasting and recommendation for next generation inventory replacement.
- Assists with the procurement and acquisition of recommendation inventory.
- Responsible for the planning and deployment of all ITS hardware, software and licensing inventory.
- Coordinates with agency’s Operations Fleet Manager for the retirement of all capital inventory.
- Works and coordinates with agency’s Data Center Services Coordinator and ITS Budget staff members for inventory and license renewals.
State Classification # 1603, 1604, 1605
State Classification Title: MANAGER IV, V, IV
Salary Group: B25, B26, B27
Military Occupational Specialty Codes (MOS):
Army - 00J, 00L, 92A
Navy – 641X
Coast Guard - MGT15, MGT10, 20
Marine Corps - 0520, 8991
Air Force - 86M0, 86P0
Additional Military Crosswalk information can be accessed at:
http://www.hr.sao.texas.gov/Compensation/MilitaryCrosswalk/MOSC_ProgramManagement.pdf
Minimum Requirements
Manager IV
- Graduation from an accredited four-year college or university with major course work in computer science, computer, information systems, management information systems, communications or a related field is generally preferred. Education and experience may be substituted for one another.
- At least three (3) years of information technology management experience leading a technical support team of 5 or more in which the primary responsibilities included planning and directing resources necessary to develop and support an organization’s technology (IT) priorities, strategies and goals.
- Graduation from an accredited four-year college or university with major course work in computer science, computer, information systems, management information systems, communications or a related field is generally preferred. Education and experience may be substituted for one another.
- At least four (4) years of information technology management experience leading a technical support team of 5 or more in which the primary responsibilities included planning and directing resources necessary to develop and support an organization’s technology (IT) priorities, strategies and goals.
- Graduation from an accredited four-year college or university with major course work in computer science, computer, information systems, management information systems, communications or a related field is generally preferred. Education and experience may be substituted for one another.
- At least five (5) years of information technology management experience leading a technical support team of 5 or more in which the primary responsibilities included planning and directing resources necessary to develop and support an organization’s technology (IT) priorities, strategies and goals.
- Five (5) years of progressive information technology management experience in which the primary responsibilities included planning and directing resources necessary to develop and support a Texas state agency’s information technology (IT) priorities, strategies and goals.
- Two (2) years of working experience performing configuration and change management of hardware and software applications.
- Two (2) years of working experience with IT Asset Management and procedures.
- Managing, planning, developing, and implementing programs to improve organizational effectiveness related to information technology.
- Certifications in process improvement, change management, security, systems administration, and network administration.
- Working experience with Remedyforce, Salesforce, ServiceNow.
- Working experience with Jenkins, Jira, and Git.
- Strong knowledge of Microsoft client and server software, network technology (WAN, LAN, WLAN, VPN), cloud-based services such as Salesforce and Office 365, PC desktop and laptop computers, and iOS mobile operating systems.
- ITIL (Information Technology Infrastructure Library) certified.
Knowledge, Skills, and Abilities
- Ability to manage the activities of a diverse group of individuals while maintaining a high degree of efficiency in achieving the division’s goals through consistent, effective management of staff.
- Directing and managing staff, allocating resources and evaluating programs.
- Ability to communicate complex technical information clearly and concisely, both orally and in writing, to diverse audiences including agency leadership (CIO, Executive Director, Commissioners).
- Ability to respond effectively to high pressure, emergency, or crisis situations when necessary and meeting changing demands, priorities, and timelines.
- Critical thinking, such as problem-solving, decision-making, and exercising independent judgement and business acumen.
- Demonstrate excellent organizational skills.
- Ability to innovate, collaborate, build consensus around common technology solutions or other proposals, and balance change and continually strive to improve customer service and performance.
- Ability to take initiative and work independently.
- Ability to work effectively on a team as a member and leader.
- Ability to address issues/concerns in a professional manner.
- Ability to maintain working relationships with internal/external stakeholders.
- Negotiation techniques, including contract, agreements and proposals.
- Strong working knowledge of the statutory requirements for the management of information technology/information resources in the State of Texas; found in Texas Government Code 2054, Texas Administrative Code Part 10 (Ch 201-207).
- Knowledge of State of Texas Procurement processes.
- Knowledge of the legislative process, budget, financial and contract management, and organizational development.
- Skills in researching, data collection and reporting.
Work Hours and Telework: Standard office hours for Commission employees are 8:00 a.m. to 5:00 p.m., Monday through Friday. Our agency offers alternate schedules for employees, as long as it does not adversely affect operations and service levels, and standard hours of operation are maintained. The Commission may also offer telework based on the agency’s approved Telework Plan. Alternate work schedules and telework may be discussed with the hiring manager during the interview process.
APPLICATIONS SUBMITTED THROUGH WORK IN TEXAS: Work In Texas (WIT) applicants must complete the CAPPS Recruit Prescreening Questionnaire to be considered for the posting. To complete the Prescreening Questionnaire, go to CAPPS Recruit to register or login: https://capps.taleo.net/careersection/ex/jobsearch.ftl?lang=en
Remarks: There is one available position. Official transcripts, DD214 or DD1300, copies of license/certifications, or other minimum requirement validations will be requested at the time of the job offer.
THE RAILROAD COMMISSION OF TEXAS ONLY ACCEPTS ONLINE APPLICATIONS FOR THIS POSTING. Résumés are not accepted in place of completed applications.
Due to the high volume of applications we do not accept telephone calls. Only candidates selected for interview will be contacted. Notifications to candidates are sent electronically to the email address you provide.
The Railroad Commission of Texas is an Equal Opportunity Employer and does not
discriminate on the basis of race, color, national origin, sex, religion, age
or disability in employment or in the provision of services.
The Railroad Commission of Texas is a tobacco-free workplace.
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