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Functional Title: IT Service Delivery & Support Manager
Job Title: Manager II
Agency: Health & Human Services Comm
Department: Cstmr Srvc Help Desk
Posting Number: 18602
Closing Date: 08/05/2026
Posting Audience: Internal and External
Occupational Category: Computer and Mathematical
Salary Range: $5,098.66 - $6,701.75
Pay Frequency: Monthly
Salary Group: TEXAS-B-23
Shift: Day
Additional Shift: Days (First)
Telework:
Travel:
Regular/Temporary: Regular
Full Time/Part Time: Full time
FLSA Exempt/Non-Exempt: Exempt
Facility Location:
Job Location City: AUSTIN
Job Location Address: 701 W 51ST ST
Other Locations:
MOS Codes: 0203,0207,0302,0520,0602,0802,1802,5502,6302,6502,7202,7208,7210,7220,111X,112X,113X,114X,16GX,41AX
611X,612X,631X,632X,641X,648X,86M0,86P0,8U000,9G100,SEI15
Brief Job Description:
This position is open to U.S. Citizens and permanent residents.
Under the direction of the TULIP/SEMARC Service Desk Director, the IT Service Delivery & Support Manager provides leadership and oversight of TULIP & SEMARC Service Desk operations, including direct supervision of phone agents, Team Lead's, and contracted managed services staff. This position is responsible for performing advanced managerial work administering the daily operations and activities of the TULIP Support function.
Work involves planning, developing, and implementing service desk processes and procedures; coordinating operational activities; and ensuring the effective delivery of IT support services. The IT Service Delivery & Support Manager is responsible for assisting with workforce planning, quality assurance oversight, agent development and coaching, and establishing policies and procedures necessary to ensure efficient and consistent service delivery.
Working under minimal supervision with considerable latitude for the use of initiative and independent judgment, the IT Service Delivery & Support Manager oversees and manages activities required to support TULIP & SEMARC. This role ensures alignment with service level expectations and operational standards while driving continuous improvement. The Manager serves as a key liaison with Service Desk leadership (including Level 2 support teams), program areas, business stakeholders, and IT support functions to coordinate service delivery, resolve escalations, and enhance overall customer support performance.
Essential Job Functions (EJFs):
Work involves planning, coordinating, and evaluating service delivery processes; managing staff and operational performance; monitoring service desk metrics and financial resources; and ensuring the timely resolution of technical issues impacting system functionality and customer experience. The position is responsible for developing, implementing, and maintaining service desk processes and procedures; supporting and participating in budget planning and development, forecasting operational needs, resource allocation, and contract management; and ensuring alignment with organizational goals, service level expectations, and operational standards. 25%
The IT Service Delivery & Support Manager provides leadership and oversight of TULIP and SEMARC Service Desk operations, including direct supervision of phone agents, team leads, and contracted managed services staff. Responsibilities include workforce planning, quality assurance oversight, staff development, and coaching to ensure efficient, consistent, and high-quality service delivery. Establishes and maintains policies and procedures necessary to support operational consistency and continuous improvement. Coordinates the collection, organization, analysis, and preparation of service desk operational data and metrics, including identifying performance measures and providing key information related to TULIP and SEMARC performance to leadership. This information supports informed decision-making, strategic resource utilization, and ongoing service improvements. 45%
Serves as a liaison with internal program areas, IT technical teams, development partners, Level II support teams, and external stakeholders to coordinate service delivery, resolve escalations, and enhance overall customer support performance. Participates in workgroups, operational planning efforts, and service improvement initiatives and is responsible for training, leading, assigning, and prioritizing the work of others. 20%
Maintains effective and professional interpersonal relationships and demonstrates the ability to work effectively under pressure, negotiate among multiple stakeholders, resolve conflicts, and establish and maintain productive working relationships across all levels of the organization, governmental entities, and external partners. Work is performed under general supervision with moderate latitude for the use of initiative and independent judgment. Ensures alignment with service level expectations and operational priorities while driving continuous improvement and supporting the overall mission and goals of the agency. 10%
Knowledge, Skills and Abilities (KSAs):
Knowledge of:
-
Knowledge of contact center/service desk operations, including workforce management and quality assurance practices
- Knowledge of process improvement methodologies and operational best practices
- Knowledge of applicable policies, procedures, and compliance requirements
- Understanding of performance metrics (e.g., service levels, response times, quality scores, customer satisfaction)
- Knowledge of IT Service Management platforms (e.g.,Salesforce, ServiceNow, BMC Helix, JIRA Service Management)
Skill in:
-
Skill in leadership and staff development (coaching, training, performance management)
- Skill in setting, managing, and analyzing performance metrics
- Analytical skills to interpret operational data, trends, and KPIs Communication and interpersonal skills for engaging staff and leadership
- Organizational and planning skills to manage competing priorities and deadlines
- Problem-solving and decision-making skills in a fast-paced environment
- Skill in reviewing, analyzing, and evaluating large volumes of data
Ability to:
-
Ability to lead a contact center or service desk operation (based on supervisory experience)
- Ability to manage and oversee performance metrics and service delivery outcomes
- Ability to utilize ITSM platforms in operational workflows
- Ability to supervise and coordinate teams effectively in a high-volume environment
Registrations, Licensure Requirements or Certifications:
ITIL v5 Certification or secure within 12 months
Certified Texas Contract Manager (CTCM) or secure within 12 months
Initial Screening Criteria:
Preferred-Bachelor’s degree in computer science, IT Management or similar or an equivalent amount of work experience in lieu of degree on a year-for-year basis.
Required 2-3 years of prior supervisory experience leading a contact center or service desk.
Experience with contact center/service desk operations, including workforce management and quality assurance practices is preferred.
Additional Information:
Any employment offer is contingent upon available budgeted funds. The offered salary will be determined in accordance with budgetary limits and the requirements of HHSC Human Resources Manual.
Selected candidates must be legally authorized to work in the U.S. without sponsorship.
Selected candidate must be willing to commute to the office on the required days.
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Active Duty, Military, Reservists, Guardsmen, and Veterans:
Military occupation(s) that relate to the initial selection criteria and registration or licensure requirements for this position may include, but not limited to those listed in this posting. All active-duty military, reservists, guardsmen, and veterans are encouraged to apply if qualified to fill this position. For more information please see the Texas State Auditor’s Job Descriptions, Military Crosswalk and Military Crosswalk Guide at Texas State Auditor's Office - Job Descriptions.
ADA Accommodations:
In compliance with the Americans with Disabilities Act (ADA), HHSC and DSHS agencies will provide reasonable accommodation during the hiring and selection process for qualified individuals with a disability. If you need assistance completing the on-line application, contact the HHS Employee Service Center at 1-888-894-4747. If you are contacted for an interview and need accommodation to participate in the interview process, please notify the person scheduling the interview.
Pre-Employment Checks and Work Eligibility:
Depending on the program area and position requirements, applicants selected for hire may be required to pass background and other due diligence checks.
HHSC uses E-Verify. You must bring your I-9 documentation with you on your first day of work. Download the I-9 Form
Telework Disclaimer:
This position may be eligible for telework. Please note, all HHS positions are subject to state and agency telework policies in addition to the discretion of the direct supervisor and business needs.
