Job Description

The Texas General Land Office is seeking a Manager VI (Information Technology Services Delivery Manager) within the Information Technology Services (ITS) Department of the agency.

Performs highly advanced (seniorlevel) managerial work administering the daily operations and activities of an agency's business function, division, or department. Work involves establishing goals and objectives; developing guidelines, procedures, and policies; developing schedules, priorities, and standards for achieving established goals; coordinating and evaluating business function, division, or department activities; developing and evaluating budget requests; and monitoring budget expenditures. Supervises the work of others. Works under minimal supervision, with extensive latitude for the use of initiative and independent judgment.

The IT Service Delivery Manager is a key operational leadership role responsible for managing the daily activities of the IT Service Desk and leading the delivery of highquality, customerfocused IT services across the agency. This role leads the development and implementation of operational standards, service workflows, and performance metrics that ensure reliable, efficient, and measurable IT service delivery. The manager coordinates service support functions, monitors performance, supports issue resolution, and ensures compliance with service level agreements, operational policies, and IT service management practices. The position emphasizes continuous improvement, service optimization, automation, measurable service performance, and the enduser experience.

Key responsibilities include supporting the development of the service desk team, fostering a culture of accountability and innovation, contributing to service management processes, and collaborating with platform owners and vendors to support tools and technologies that enable highquality IT support. The role also promotes the adoption of standardized service management workflows, automation, selfservice capabilities, and service delivery practices across applicable support teams.

Our Mission:

The Texas General Land Office primarily serves the schoolchildren, veterans, and the environment of Texas. The agency does so by preserving our history, maximizing state revenue through innovative administration, and through the prudent stewardship of state lands and natural resources.

What Your Contributions to the GLO Will be:

• Lead the daytoday operations of the IT Service Desk and broader service delivery functions, ensuring timely resolution of incidents, fulfillment of service requests, and delivery of consistent, customerfocused IT support. Coordinate across IT teams to align service outcomes with business needs; identify service gaps; and improve service offerings. Support the development and maintenance of a centralized service catalog with clearly defined request ownership, fulfillment expectations, escalation paths, and usage reporting. Monitor servicelevel performance, customer satisfaction, adoption of service management workflows, and other service delivery metrics. Contribute to compliance and audit readiness for service delivery operations. Ensure compliance with IT policies, maintain accurate documentation of procedures and incidents, and support timely responses to audit requests and findings. Maintain accurate service and asset records and support recurring inventory audits, discrepancy remediation, and reporting to promote operational accountability, audit readiness, and reliable service management data.
• Manage and enhance service delivery processes and workflows using ITILbased practices. Oversee the implementation and continuous improvement of key service management processes such as incident, request, problem, knowledge, and service catalog management. Identify opportunities to implement automation, selfservice, and workflow improvements that increase consistency, reduce manual effort, and improve the customer experience.
• Develop and maintain servicelevel objectives (SLOs), servicelevel agreements (SLAs), and key performance indicators (KPIs) to measure the quality and effectiveness of IT services. Monitor performance metrics and trends, including SLA adherence, ticket volume and aging, backlog, customer satisfaction, inventory accuracy, request fulfillment, workflow adoption, and service catalog usage. Establish performance baselines, prepare recurring reports, and recommend corrective actions and continuous improvements to optimize service outcomes.
• Support the growth and performance of the IT Service Desk team by fostering skill development, encouraging accountability, and promoting a strong serviceoriented mindset. Ensure staff are trained on and adopt standardized service management workflows, tools, automation, and selfservice capabilities within established implementation timeframes. Foster a collaborative, customerfocused culture centered on innovation and continuous improvement through coaching, mentoring, and professional development aligned with agency values and workforce needs.
• Collaborate with internal IT teams, vendors, and agency stakeholders to understand technology needs, identify service gaps, assist in tracking related contracts and licenses, and improve service offerings. Participate in planning and coordination of enduser technology rollouts, onboarding processes, communications, and service transitions. Ensure new or revised services have appropriate documentation, knowledge articles, support procedures, ownership, and performance measures before or following implementation.

Minimum Qualifications:

• Bachelors degree from an accredited fouryear college or university with major coursework in computer science, information systems, business, or a related field. Equivalent experience may substitute for the degree requirement at a rate of one year of professional experience for each year of education.
• A minimum of 4 years of professional experience in a leadership role in IT service management, enduser support, or a related field.
• Location Requirement:

This position is based in Austin, TX. Candidates must be currently located in the Austin area or willing to relocate at their own expense. Relocation assistance is not provided.

Preferred Qualifications:

• Bachelors degree from an accredited fouryear college or university with major coursework in computer science, information systems, computer engineering, or a related field.
• Experience managing an IT Service Desk or leading frontline technology support teams.
• Proven experience with ITILbased service management processes, such as incident, request, and problem management.
• Strong track record of developing and mentoring IT staff to promote performance, accountability, and customer service excellence.
• Experience collaborating with vendors, coordinating contract/licensing needs, and supporting service delivery platforms (e.g., ticketing or asset tracking systems).
• Demonstrated ability to implement servicelevel standards, establish service delivery baselines, monitor customer satisfaction and performance, and use KPIs or operational data to drive continuous improvement.
• ITIL Foundation certification or equivalent.
• Experience with ITSM and service management platforms such as ServiceNow, Ivanti, or similar tools, including workflow configuration, service catalog management, automation, selfservice, reporting, or performance measurement.
• Familiarity with Microsoft Intune, Office 365, or other endpoint management tools.
• Experience working in a publicsector or compliancedriven environment.

Physical Requirements:

This position requires the employee to primarily perform sedentary office work; however, mobility (moving around the worksite) is routinely required to carry out some duties. This position requires extensive computer, telephone and client/ customer contact and communication. It requires the ability to move and position oneself as needed for filing and similar routine office duties. The job also requires normal cognitive abilities requiring the ability to learn, recall, and apply certain practices and policies. It requires the stamina to maintain attention to detail despite interruptions. Ability to read printed materials and computer screens. The individual must be able to move and transport records, documents, boxes, and all related information and materials, weighing up to 20 pounds when required.

Compensation and Benefits:

• Free Parking
• Defined Retirement Benefit Plan Optional 401(k) and 457 accounts
• Medical Insurance State pays 100% of the health plan premium for eligible fulltime employees and 50% of the premium for their eligible dependents. The State pays 50% of the eligible parttime employees¿ premium and 25% for eligible dependents.
• Optional Benefits such as dental, vision, and life insurance.
• Minimum of 96+ Hours of Annual Leave a year Annual leave increases with length of service.
• Professional Development Opportunities: The GLO offers numerous courses to help our employees grow using resources through LinkedIn Learning and our EAP provider.

Veterans:

Use your military skills to qualify for this position or other jobs! Go to www.texasskillstowork.com to translate your military work experience and training courses into civilian job terms, qualifications, and skill sets. Also, you can compare this position to military occupations (MOS) at the Texas State Auditor's Office by pasting this link into your browser:

Military Crosswalk for Occupational Category Program Management

How to Apply:

• To be considered, please complete a State of Texas Application for Employment and apply online a t www.workintexas.com or on the CAPPS Site .
• You may apply for the job directly through the CAPPS Site. It is not necessary to apply both through Work in Texas and the CAPPS Career Site.
• Applications must be fully completed with a detailed job history, including job title, employment dates, employer name, supervisor's name and phone number, and a summary of responsibilities. Incomplete applications may lead to disqualification. Please be aware that resumes will not be accepted in place of a completed application.