Please paste the following URL into a browser to view the entire job posting in the CAPPS Career Section: https://capps.taleo.net/careersection/ex/jobdetail.ftl?job=00039022You may apply to the job directly through the CAPPS Career Section. It is not necessary to apply both through Work In Texas and CAPPS Career Section

　　MISSION: The Texas Education Agency (TEA) will improve outcomes for all public-school students in the state by providing leadership, guidance, and support to school systems.Core Values: We are Determined: We are committed and intentional in the pursuit of our main purpose, to improve outcomes for students. We are People-Centered: We strive to attract, develop, and retain the most committed talent, representing the diversity of Texas, each contributing to our common vision for students. We are Learners: We seek evidence, reflect on success and failure, and try new approaches in the pursuit of excellence for our students. We are Servant Leaders: Above all else, we are public servants working to improve opportunities for students and provide support to those who serve them.The posted salary range budgeted for this position is between $5,521.58 and $7,288.58 monthly. New hires will be typically brought into the agency at a starting salary between the posted minimum and the average pay of employees in their same classification in the Office of Technology unless the average pay exceeds the midpoint for the state positions classification salary group. Offers will be commensurate with the candidates experience and qualifications and will thoughtfully consider internal pay equity for agency staff who perform similar duties and have similar qualifications. The top half of the posted salary range is generally reserved for candidates who far exceed the requirements and qualifications for the role.The IT Operations Support Manager position in the Information Technology Division of the Texas Education Agency (TEA) oversees and manages the daily operations and staff within the PC Support team and Access Control team. Work involves managing, planning, coordinating, and scheduling computer operations and developing new procedures and programs. Providing customer support for agency information technology systems, software, printers, and Audio Visual. Strong analytical and problem-solving skills, the ability to organize work and track change in a complex and dynamic environment.The IT Operations Support manager will report to the Director of ITS Operations within the Office of Information Technology Division. This is a supervisor role overseeing a team of approximately 10 employees.Works under minimal direction with considerable latitude for the use of initiative and independent judgement.The IT Operations Support Manager will work a hybrid schedule that includes three to four days in-person weekly.Please note that a resume, tailored cover letter, and short answer responses are required attachments for applying to this position. Incomplete applications will not be considered. Applicants who are strongly being considered for employment must submit to a national criminal history background check.and#8239;About Office of IT:The Office of Information Technology works closely with all agency divisions to implement innovative technology solutions in a cost-efficient manner that supports the goals and priorities of the Texas Education Agency. The Office of IT provides efficient technology solutions and stellar customer services to internal staff, 20 Educational Service Centers, and 1,200-plus public-school districts and charter schools. The following services are provided by IT: leadership on IT initiatives; guidance on security/policy issues; new application development/enhancements; software acquisition; technical support; assistance with technical sections of purchasing documents such as Request for Information (RFI), Request for Offers (RFO), Request for Proposals (RFP); and oversight on the data collection proce s which helps to support and improve outcomes for all of Texas 5 million-plus students.Essential Functions1. Team Leadership and Management: effectively lead and manage the IT operations support team; supervise and mentor support staff; define roles and responsibilities within the team; conduct regular team meetings and performance reviews foster a collaborative and positive work environment2. TEA Help Desk Optimization: optimize service desk operations to provide efficient and high-quality support; ensure that all TEA Helpdesk incidents are resolved in the timely manner; implement and refine service desk procedures and workflows; monitor service desk metrics (response time, resolution time, customer satisfaction); identify opportunities for automation and self-service options; ensure adequate staffing and training for the service desk team.3. IT Infrastructure Monitoring and Maintenance: oversee the ongoing monitoring and maintenance of IT infrastructure to ensure optimal performance, identify trends through IT Help Desk tickets, report on these trends and security incidents, and collaborate with system administrators to promptly resolve incidents; generate periodic reports on trends observed in IT Help Desk tickets, work with stake holders, and provide insight and root cause4. IT Inventory Management: maintain accurate and up-to-date inventories of IT assets, including hardware and software; establish and enforce inventory management processes and standards; conduct regular audits to verify the accuracy of asset records; collaborate with procurement to track the acquisition and disposal of IT assets; ensure compliance with software licensing agreements and manage license renewals5. Windows Compliance: ensure that all desktops/laptops comply with established security and compliance standards; regularly audit Windows systems for updates, patches, and security configurationsQualifications: Minimum Qualifications Education: Graduation from an accredited four-year college or university Experience: At least six [6] years of experience in coordinating and solving problems, in scheduling, testing, installing, and implementing programs and in troubleshooting computer systems; and at least two (2) years of experience as a supervisor; industry qualified license is a plus. Substitutions: Each additional year of related experience above the required minimum may substitute for education on a year-for-year basis.Other Qualifications Extensive knowledge of windows, iOS Desktop, Laptop, and peripheral support Expertise in Microsoft Intune for implementing and managing endpoint security Expertise in Active Directory, creating and modifying Group Policies Office365 administration skills Strong Deskside support skills including the ability to communicate effectively with individuals at many management and technical levels, both verbally and in writing. Proficiency in the use of a personal computer and applicable software necessary to perform work assignments. (Microsoft Office and O365 products) Ability to work on concurrent tasks in a fast-paced environment while effectively organizing, prioritizing, and coordinating work assignments Ability to establish and maintain effective working relationships with co-workers, and agency management and staff at all levels, which includes the ability to work effectively both independently and as part of a team and exercise sound judgment and discretion in handling confidential information Willingness and ability to work occasional overtime and/or a flexible schedule as needed to meet required deadlines Detail oriented and accustomed to follow up to ensure user satisfaction Strong record keeping and documentation skills and the willingness and ability to comply with all agency policies, applicable laws, health and safety rules, regulations, and standardsAs an equal opportunity employer, we hire with