Director of it customer support operations office support

Join the Texas Health and Human Services Commission (HHSC) and be part of a team committed to creating a positive impact in the lives of fellow Texans. At HHSC, your contributions matter, and we support you at each stage of your life and work journey. Our comprehensive benefits package includes 100% paid employee health insurance for full-time eligible employees, a defined benefit pension plan, generous time off benefits, numerous opportunities for career advancement and more. Explore more details on the Benefits of Working at HHS webpage.

Functional Title: Director of IT Customer Support Operations Office Support Job Title: Director I Agency: Health & Human Services Comm Department: Reg Office Sup DSHS Austin 425 Posting Number: 22649 Closing Date: 12/21/2026 Posting Audience: Internal and External Occupational Category: Computer and Mathematical Salary Range: $6,377.50 - $8,581.66 Pay Frequency: Monthly Salary Group: TEXAS-B-26 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: 1100 W 49TH ST (RBB) Other Locations: MOS Codes: 8003,8040,8041,8042,10C0,111X,112X,113X,114X,20C0,30C0,40C0,611X,612X,631X,641X,648X,90G0,91C0,91W0 97E0,SEI15

Brief Job Description: This position is open to U.S. Citizens and permanent residents. This onsite role requires the selected candidate to work from an HHS office in Austin, Texas.

The Director I for HHSC IT Customer Support Operations Office Support provides leadership and oversight for daily Office Support and deskside support services. This position ensures customer requests are addressed promptly, client computing devices are maintained with required software, antivirus protection, and security patches, and support services are delivered in a reliable, consistent, and secure manner. The Director provides program direction by aligning Office Support operations with HHSC IT Customer Service and Support priorities, agency policies, legislative requirements, and program goals. This includes planning work activities, setting measurable objectives, reviewing procedures for compliance, and coordinating with HHSC IT teams, program areas, and HHS agencies to support standardization, issue resolution, and effective service delivery. This position Directs and develops staff by reviewing performance data, providing coaching and training, completing performance appraisals and evaluations, making hiring selections, assigning work, managing disciplinary actions, and scheduling and approving leave. The Director also promotes a productive work environment built on collaboration, accountability, recognition, staff development, and strong customer service. The role is responsible for monitoring service quality, customer feedback, operational records, resources, and budget activities to support accountability and continuous improvement. The Director reinforces enterprise and agency security requirements, protects confidential information and technology resources, and ensures services comply with applicable rules, policies, procedures, and regulations. The position may also support disaster response, recovery, and Continuity of Operations activities as assigned.

Essential Job Functions (EJFs):

• EJF 1: Directs HHSC IT Customer Support Operations Office Support services. Oversee daily Office Support operations, including deskside support, customer assistance, security coordination, operational documentation, and partner communication to ensure reliable service delivery. Ensures support teams respond promptly to service requests and keep client computing devices current with required software, antivirus protection, and security patches. Coordinates with HHSC IT teams, program areas, and HHS agencies to support service planning, standardization, issue resolution, and consistent delivery of Office Support services. Reinforces enterprise and agency security requirements by defining staff responsibilities and ensuring Office Support practices protect confidential information and technology resources. Maintains records of work performed, customers and agencies supported, resources used, and service outcomes to support reporting, accountability, and improvement efforts. (30%)
• EJF 2: Provides program vision, leadership, and strategic direction. Directs the Office Support team in achieving program goals, implementing agency policies, meeting applicable requirements, and supporting HHSC IT Customer Service and Support priorities. Plans and approve annual activities that align Office Support operations with agency direction and program priorities. Reviews procedures for compliance with legislative mandates, program requirements, agency policies, and operational standards. Sets measurable objectives to improve team performance, strengthen service delivery, and support customer service strategies. (20%)
• EJF 3: Supports the mission of HHSC IT Customer Service and Support. Contributes to operational planning and cross-functional initiatives by assessing workload, staff capacity, service impacts, and dependencies across HHSC IT. Collaborates with peers and impacted teams on shared projects to reduce service disruptions and improve customer outcomes. Represents Office Support in internal and external meetings, providing updates, identifying service needs, and supporting coordinated decision-making. (15%)
• EJF 4: Directs planning, scheduling, priorities, and service standards. Establishes work schedules, priorities, and service standards to ensure Office Support work is completed accurately, timely, and in alignment with customer and agency needs. Reviews and monitors assigned work items to verify progress, resolve barriers, and maintain accountability for established standards. (10%)
• EJF 5: Directs and develops staff while fostering a healthy, productive work environment. Directs and develops staff through review of performance data, coaching, training, and performance appraisals. Responsible for hiring selections, assigning work, completing performance evaluations, managing personnel disciplinary actions, and scheduling and approving leave. Encourages collaboration, accountability, staff development, and recognition to help employees meet work goals and sustain high productivity. (10%)
• EJF 6: Provides excellent customer service. Models’ professionalism, responsiveness, respect, and helpfulness when working with IT customers, program staff, agency partners, and team members. Evaluates team activities, service quality, and customer feedback to identify opportunities for improvement. Ensure customer services are provided consistently and in accordance with applicable rules, policies, procedures, and regulations. Provides coaching and feedback on customer service expectations during onboarding and as ongoing development needs are identified. (5%)
• EJF 7: Develops and Directs section resources and budget. Directs Office Support resources and budget activities to support responsible stewardship, operational needs, and sustainable service delivery. Identifies practical ways to maximize available resources, improve efficiency, and prevent unnecessary expenditures. Participates in budget and funding planning by providing information needed to support resource decisions and long-term section needs. (5%)
• EJF 8: Other duties assigned includes actively participating and/or serving in a supporting role to meet the agency’s obligations for disaster response and/or recovery or Continuity of Operations (COOP) activation. Such participation may require an alternate shift pattern assignment and/or location. (5%)

Knowledge, Skills and Abilities (KSAs):

• Knowledge of personal computer hardware and software,
• Knowledge of network operating systems and security software.
• Knowledge of Active Directory.
• Knowledge of SCCM (System Center Configuration Manager).
• Knowledge of Service Level Agreements
• Knowledge of troubleshooting and repairing IT related hardware and software
• Skill in verbal and written communication
• Skill in installing and maintaining Windows Operating systems and Microsoft Office Suites
• Ability to translating technical and industry terms into non-technical language for training and orientation.
• Ability to recognize, analyze, and resolve network problems, to train others, and oversee the work of others.
• Ability to organize and prioritize work.
• Ability to work in a team environment, as well as to recognize technical limitations and seek competent assistance when needed.
• Ability to move computer / telecommunications equipment.
• Ability to work more than 8-5, M-F.
• Ability to adhere to HHS Guiding Principles, Code of Ethics and Universal Expectation for Personal Responsibility.
• Ability to maintain the security and integrity of critical infrastructure systems by preventing unauthorized access and ensuring compliance with laws and regulations related to national security and foreign ownership restrictions.

Registrations, Licensure Requirements or Certifications: N/A

Initial Screening Criteria:

• Bachelor’s degree in computer science, information systems, information technology, or a related field. Experience leading and managing IT technical or office support teams may be substituted for the required education on a year for year basis, up to a maximum of four (4) years.
• Minimum of five (5) years of progressively responsible experience leading and managing IT staff in an enterprise or large organizational environment.

Additional Information: This is an onsite position, with at least 3-5 days in office required.

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.

#LI-IN1 Review our Tips for Success when applying for jobs at DFPS, DSHS and HHSC.

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.