GLO - IT Service Desk Lead (Program Management Specialist II)

The Texas General Land Office is seeking an IT Service Desk Lead (Program Management Specialist II) within the Information Technology Services Department of the agency.

The IT Service Desk Lead performs complex (journey-level) information technology service coordination and support work for the Information Technology Services (ITS) department of the Texas General Land Office. Work involves coordinating day-to-day Service Desk operations, supporting scheduling and workload alignment, monitoring service activity, and assisting with delivery of consistent, timely customer support across a multi-tiered help desk environment. Responsibilities include analyzing service desk trends, supporting escalation management, contributing to asset management accuracy, and providing advanced technical assistance for complex issues as needed.

Work involves serving as an experienced service coordination resource within the Service Desk, working closely with the Service Delivery Manager to support operational oversight, service performance monitoring, and continuous improvement efforts. This role guides onboarding, cross-training, and knowledge sharing within the team, contributes to documentation and knowledge base resources, and supports consistent application of service standards and procedures. The position applies strong operational awareness and technical judgment to assist others in performing work of greater complexity and to support effective service delivery without exercising formal supervisory authority.

Works under general supervision, with moderate latitude for the use of initiative and independent judgment in coordinating service desk activities, supporting operational decisions, and assisting with resolution of complex or escalated issues. May routinely guide and support the work of others but does not have formal supervisory responsibility

** About the Information Technology Services Department**

The Information Technology Services (ITS) team advances the mission of the Texas General Land Office through technology. We deliver secure, reliable, and innovative solutions that enable the agency to serve Texans efficiently and transparently. ITS operates with a growth mindset, committed to sustainability, operational excellence, customer service, and safeguarding the agency’s information resources. By leveraging modern cloud, automation, and data technologies, ITS drives efficiency, innovation, and resilience across the enterprise.

About the Role

The IT Service Desk Lead plays an important role in supporting the daily operations and overall effectiveness of the IT Service Desk across the agency. This includes coordinating support activities, managing ticket flow, and working with team members to ensure incidents and service requests are resolved in a timely manner and aligned with service expectations. The position supports structured service management practices by monitoring performance, maintaining documentation, and facilitating communication between users and technical teams.

This role contributes to consistent and high-quality IT support by guiding workload distribution, supporting escalation processes, and helping identify trends or recurring issues. The IT Service Desk Lead works closely with the Service Delivery Manager, IT staff, and agency users to support reporting, continuous improvement efforts, and day-to-day service desk operations, helping ensure reliable and responsive support services.

Operating as a collaborative team lead, the IT Service Desk Lead promotes accountability, knowledge sharing, and customer-focused service delivery. The individual in this role demonstrates strong problem-solving skills, attention to detail, and clear communication to support efficient operations and a positive end-user experience.

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:

· Service Desk Operations Coordination
Coordinates and executes day-to-day activities of the IT Service Desk to ensure timely resolution of incidents and service requests.

· Performance Monitoring & Service Improvement
Works closely with the Service Delivery Manager in monitoring and analyzing service desk tickets, response times, inventory accuracy, and performance metrics to understand trends, assess risks, and develop improvement plans for the agency and all within.

· Advanced Technical Support & Customer Collaboration
Collaborates with customers, providing end-to-end technical analysis and solutions, with an emphasis on complex issues. This may include, but is not limited to: technical assistance, device support, account and rights administration, and usage training for computer, network, and/or software systems.

· Team Training, Onboarding & Knowledge Management
Guides onboarding, cross-training, and knowledge sharing within the Service Desk team. Contributes to maintaining knowledge base articles and internal reference materials to support staff effectiveness.

· Workload Management & Escalation Oversight
Guides team workload balancing, ticket prioritization, and escalation monitoring, while maintaining high customer satisfaction levels and sharing outstanding issues as appropriate to the Service Delivery Manager.

· IT Asset Management & Inventory Control
Positively contributes to the management of a responsible and accurate agency- wide asset management ecosystem through regular inventory audits on personal, departmental, and agency level inventory.