Network Operations Manager

2 weeks ago


Austin, Texas, United States Texas Department of Aging & Disability Services Full time
Job Summary:
We are seeking a highly skilled Network Specialist V to join our team at the Texas Department of Aging & Disability Services. The successful candidate will be responsible for managing ticket queues, prioritizing work, and assigning tasks to technical resources to ensure service levels and objectives are met.

Key Responsibilities:
• Monitor and manage ticket queues to ensure timely resolution of end-user concerns
• Prioritize work and assign tasks to technical resources to meet service level agreements
• Identify trends and provide guidance to ensure proper categorization and assignment of resources
• Perform aging analysis and audits to ensure ticketing standards are met
• Contribute to knowledge base articles, procedural documentation, and training materials for service desk staff
• Prepare daily reports on incidents, changes, and problem tickets, as well as SLA status
• Coordinate resources with teams across disciplines to ensure SLA targets are met
• Perform related work as assigned

Requirements:
• Experience working with SLAs and ITSM tools such as BMC Helix or equivalent
• Strong time management and communication skills
• Ability to adapt and prioritize work independently in a dynamic environment
• Strong interpersonal and presentation skills
• Experience with supporting high-priority tickets and Microsoft Office, Visio, and Adobe Acrobat
• Organizational skills and ability to analyze problems, design solutions, and perform detailed work accurately
• Ability to direct network staff and/or oversee staff to ensure quality and enforce established standards
• Ability to establish and maintain effective working relations with others and communicate effectively through verbal, written, and presentation skills

If you are a motivated and detail-oriented individual with experience in network operations and service delivery, we encourage you to apply for this exciting opportunity.

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