Performs advanced managerial work providing direction and guidance in strategic operations and planning. Responsible for daily oversight of end user services and operations, and oversight of support operations by external vendors. Work involves establishing the strategic plan and goals and objectives; developing policies, procedures, and guidelines; establishing priorities, standards, and measurement tools for determining progress in meeting goals; coordinating and evaluating programactivities and/or business functions; and reviewing and approving budgets within the department. Reports to the Customer Relationship Management Section Director. Supervises the work of a team of professional employees. Works under minimal supervision, with extensive latitude for the use of initiative and independent judgment.Essential Duties:Develops and establishes goals and objectives consistent with the agencyandrsquo;s strategic plan.Develops policies, procedures, and guidelines; and monitors compliance. Plans, develops, and approves schedules,priorities, and standards for achieving goals; and directs evaluation activities.Represents the agency at business meetings, legislative sessions, conferences, and seminars or on boards, panels, and committees.Reviews and approves management, productivity, and financial reports and studies.Supervises professional and technical staff.Provides oversight of external vendors who are responsible for delivery of end user services.Responsible for oversight of service providers to assure service level agreements are being met.Develops and implements techniques for evaluating end user program activities and/or business functions within a department or division; and identifies need for changes.Oversees the procurement, deployment and retirement processes for hardware assets.Collaborates with cross-functional teams to assess hardware needs and recommend solutions.Oversees escalated support issues from Level 1 and Level 2 teams, ensuring timely resolution and customer satisfaction.Oversees and ensures exceptional levels of quality customer service and support.Supervises TxDOT employees by assigning duties; authorizing personnel actions; approving leave requests; conducting career conversations; and motivating team to accomplish established goals.Performs other job responsibilities as assigned.