WIC IT Customer Service and Support Team Lead

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: WIC IT Customer Service and Support Team Lead 
Job Title: Systems Administrator IV 
Agency: Health & Human Services Comm 
Department: Rgnl Ofc Sprt WIC 
Posting Number: 9546 
Closing Date: 10/25/2025 
Posting Audience: Internal and External 
Occupational Category: Computer and Mathematical 
Salary Group: TEXAS-B-23 
Salary Range: $5,098.66 - $5,873.00 
Pay Frequency: Monthly
Shift: Day 
Additional Shift:  
Telework:  
Travel: Up to 5% 
Regular/Temporary: Regular 
Full Time/Part Time: Full time 
FLSA Exempt/Non-Exempt: Nonexempt 
Facility Location:  
Job Location City: AUSTIN 
Job Location Address: 4616 W HOWARD LN 
Other Locations:  
MOS Codes: 0605,0670,0671,0679,2651,5974,6049,6694,8858,17C,17C0,17DX,17S,17SX,181X,182X,1B4X1,1D7X1,255A,255N 
255S,255Z,25B,25D,26A,26B,26Z,514A,5C0X1D,5C0X1N,5C0X1S,681X,682X,781X,782X,784X,CTI,CTM,CTT,CWT 
CYB10,CYB11,ISM,IT,ITS 
 

Job Description

This position will serve as a Team Lead for the Texas State Service Desk. Performs complex (senior-level) systems administration work involving; performing daily monitoring of service and problem tickets to respond and resolve tickets within established Service Level Agreement timeframes for the Texas Special Supplemental Nutrition Program for Women, Infants and Children (WIC) Program.  Assists with project management completion and leadership goals.  Install, upgrade, and manage system software, including operating systems, applications, and utilities. Diagnose and resolve system issues, including hardware failures, software errors, telecommunication issues and network connectivity problems. Provide advanced technical assistance to end-users, troubleshoot user problems, and address system-related queries. Create and maintain accurate documentation of system configurations, procedures, and troubleshooting steps.  The Team Lead will conduct quality monitoring on the Texas State Service Desk agent tickets to ensure quality control and established Help Desk policies and procedures are being followed. The Team Lead will ensure the team is performing assigned tasks accurately, sets priorities, provides training, guidance, and coach team members.  Develop reports, briefings and evaluations on system efficiency and utilization.  Will be required to act as a point of contact person during the absence of the manager. Adheres to the HHSC Guiding Principles and the universal expectations of personal responsibility, works under the direction of the Manager with limited direction and extensive latitude for initiative and independent judgment.  This position is classified as a fulltime position (40 hours a week). Work outside of regular hours as required.

Essential Job Functions

(20%) Serve as a Team Lead and work under minimal supervision of the WIC IT manager, with extensive latitude for the use of initiative and independent judgement.  Supervise a team that supports hardware and software, workstation, and telephone systems used by WIC Program.  This position also documents, tracks and provide progress reports on the performance of the Texas State Service Desk using appropriate performance monitoring tools.

(20%) Provides highly complex (senior level) technical and customer service support for local and remote staff to support PC workstations, hardware, software, and connectivity to network and telecommunication systems.  

Coordinate, plan, and schedule the installation of or training for new or revised systems, and define business process requirements.

Define and manage the roles and access privileges of individual network entities’ users and devices within a variety of applications to prevent unauthorized access.  Monitors service and problem ticket queues to assign, respond and resolve highly complex tickets within established Service Level Agreement (SLA). Assists in resolving highly complex technical and customer service-related issues in a timely manner and according to Service Level Agreement (SLA) standard timeframes. Works closely with other team members and support groups, including vendors to ensure timely response and resolution to requests for assistance.

(20%) Lead projects and coordinates assignment completion goals.  Keeps leadership informed of the status of highly complex (Senior-Level) projects and work-related assignments.  Ensures timely updates on project and assignment related tasks in the format requested.  Take ownership of highly complex assigned tasks, work independently with limited supervision, and demonstrate initiative in problem solving. 

(20%) Provides highly complex (Senior-Level) user support and training in the use of hardware, software, and utilities.  Educates users on new or less frequently used features and existing products.  Keep current on all work-related technology and required training.  Stay updated with latest advancements in system administration, technologies, and security best practices.  Create and maintain highly complex technical and process documentation.

(10%) Leads testing new hardware, software, and peripheral equipment.  Conducts evaluations of upgraded or new hardware and software identifying strengths, weaknesses, and potential benefits for WIC.

(10%) Participate as a member of large cross-sectional teams and will regularly interface with vendors and agency staff as required in problem resolution, planning for new software enhancements and system-wide changes, and coordinates periodic meetings with vendors and Local WIC Agency’s.

Knowledge Skills Abilities

Knowledge of supporting computer hardware, software, Cloud Services Applications or peripherals

Knowledge of Service Level Agreements

Knowledge of Help Desk or Call Center techniques

Skill in verbal and written communication

Skill in using a problem management call tracking system

Skill in excellent customer service

Ability to create and maintain technical and process documentation.                                        

Ability to effectively lead a team, and/or project, and supervise staff.

Ability to translate technical and industry terms into non-technical language for training and orientation.

Ability to recognize, analyze, and resolve IT problems, to train others, and oversee the work of others.

Ability to organize and prioritize work

Ability to approach and solve complex problems in a logical proactive manner and develop creative solutions

Ability to work in a team environment, as well as to recognize technical limitations and seek competent assistance when needed.

Registrations, Licensure, Certification to perform this job

CompTIA A+ Preferred

ITIL Foundation Certification Preferred

Certified Texas Contract Manager (CTCM) Preferred

Initial Screening Criteria

At least 3 years’ experience working in an Information Technology (IT) troubleshooting position for desktop hardware, software, peripherals, or Cloud Services Technology.

Experience in communicating with or providing service to clients/customers.

Experience working in a service desk resolution environment. 

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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.