DPS - IT - OSS Systems Analyst Supervisor
Job in
Austin, Travis County, Texas, 78716, USA
Listing for:
Texas
Full Time
position
Listed on 2026-03-15
Job specializations:
Salary/Wage Range or Industry Benchmark: 80000 - 100000 USD Yearly
USD
80000.00
100000.00
YEAR
Job Description & How to Apply Below
Position: DPS - IT - OSS Systems Analyst Supervisor - 0256
This Vacancy is for Internal DPS Employees Only
PLEASE NOTE
:
All applications must contain complete job histories, which includes job title, dates of employment, name of employer, supervisor's name and phone number and a description of duties performed. If this information is not submitted, your application may be rejected because it is incomplete. Resumes do not take the place of this required information.
SUBMITTED THROUGH WORK IN TEXAS: Work In Texas (WIT) applicants must complete the supplemental questions to be considered for the posting. In order to complete the supplemental questions please go to CAPPS Recruit to register or login and access your profile. Go to CAPPS Recruit to Sign In
Overview
GENERAL DESCRIPTION:
Perform advanced (senior-level) computer systems analysis work in the Operations Support Services (OSS) department. Manage the performance of Level 1 (Service Desk, Operations Information Center) and/or Level 2 (PC Support) services and support for all DPS employees and ensure that service levels are achieved. Responsible for ensuring staff are meeting and exceeding expectations in regards to performance, customer satisfaction, escalations and that standards and processes are followed.
May plan, assign, and/or supervise the work of others. Work under minimal supervision, with considerable latitude for the use of initiative and independent judgment.
The following Military Occupational Specialty codes are generally applicable to this position. (Use the "Apply for this Job" box below). Crosswalk/.
Applicants must fully complete the summary of experience to determine if minimum qualifications are met.
Responsibilities
Oversee all incidents and work orders that come into the Service Desk/OIC to ensure they are handled with first call resolution following set processes and standards or are accurately and efficiently escalated to appropriate resolvers. Manage and coordinate urgent and complicated support issues. Act as escalation point for needed requests and incidents. Develop processes to ensure efficient resolution.Oversee the training of new Operations Support Specialists prior to the implementation of technical and/or computer systems and offer advice and guidance during the implementation process for the support of such application or system. Plan, implement and participate in individualized development programs enhance knowledge, skills and abilities in an environment of constantly changing technology. Build training materials and publish articles in Knowledge Base.Oversee real-time and historical metrics related to Service Level agreements, and performance in ad-hoc, daily, weekly and monthly reports. Provide data for daily Operations Meeting and daily team performance metrics. Conduct ticket analysis to look for trending for process improvement or problem management. Monitor and manage phone queues for efficient routing and oversee implementation of front-end as needed for outages and alerts.Oversee the design and implementation of new or revised processes that effectively meet agency needs. Document processes in Knowledge Management system and advise management on situations that may require additional client support or escalation.Oversee resolution and troubleshooting of IT events and related customer communication of system and application status; analyses of systems for the effectiveness, efficiency, and conformance to established guidelines. Present revisions to standards and procedures as needed.Review Customer Satisfaction Survey feedback to improve services, tools and support experience. Mentor and coach staff as needed. Provide input on Performance Plans and conduct routine Performance Evaluations.Monitor and evaluate staff performance to assure compliance with agency and service policies, standards, documentation requirements and established objectives, and recommends merit increases, promotions or other administrative personnel actions as appropriate. Conduct semi-annual and annual Employee Performance Evaluations and provide feedback. Conduct other performance reviews and counseling as needed.Develop staff schedules and coordinate with personnel to ensure…
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