Network Operations Manager

5 days ago


Austin, Texas, United States Texas Department of Aging & Disability Services Full time
Job Summary:

The Texas Department of Aging & Disability Services is seeking a highly skilled Network Specialist V to join our team. As a key member of our IT department, you will be responsible for managing ticket queues, prioritizing work, and assigning tasks to technical resources to ensure timely resolution of end-user concerns.

Key Responsibilities:
  • Monitor and manage ticket queues to ensure service levels and objectives are met.
  • 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.
  • Determine when tickets require escalation to the Problem Management process.
Requirements:
  • Experience working with SLAs and ITSM tools such as BMC Helix or equivalent.
  • Strong time management, communication, and interpersonal skills.
  • Ability to adapt and prioritize work independently in a dynamic environment.
  • Experience with Microsoft Office, Visio, and Adobe Acrobat.
What We Offer:

As a Network Specialist V, you will have the opportunity to work with a talented team of professionals and contribute to the success of our organization. We offer a competitive salary and benefits package, as well as opportunities for professional growth and development.



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