Technical Support Operations Manager

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General Notes

BENEFITS: UT Austin offers a competitive benefits package that includes:

• 100% employer-paid basic medical coverage

• Free Capital Metro bus rides

• Retirement contributions

• Paid vacation, sick time, and holidays

• Career growth & professional development

Please visit our Human Resources (HR) website at /hr. utexas. edu/ to learn more about the total benefits offered when you join our team!

Purpose

The Technical Support Operations Manager will oversee the IT Help Desk and Info Systems team for University Housing and Dining (UHD). In a fast-paced high volume environment this role helps coordinate user requests and prioritize those requests based on business needs. Provides excellent customer service to all UHD staff members. Ensures our IT assets are tracked and kept up to date to maintain security compliance.

Responsibilities

• Manage and lead a team of full time IT Professionals that specialize in Technical Support. This will include the hiring of staff, evaluating performance of staff, and other administrative/managerial duties as required. Develop staff to focus on customer-oriented solutions while providing excellent customer service. Maintain high standards of communications with staff and customers. Display excellent organizational skills with the ability to handle multiple concurrent assignments.

• Oversee the IT Help Desk for UHD. Ensure support requests are properly tracked and documented via UHD Ticketing system. Ensure campus security standard practices are followed across all support requests. Provide feedback to leadership on how we can innovate and implement tools to best serve the needs of our end-users.

• Lead training and documentation efforts for the technical support team. Ensure documentation is kept up to date and relevant for new hires to have a smoother on-boarding process, while also giving current staff the ability to keep up with daily business processes and procedures with minimal oversight.

• Asset Management, ensure that IT inventory items are added, and their locations are updated in the UHD inventory system. Work with senior IT leadership to ensure that items are tagged and entered into main campus inventory to have 100% compliance on the annual inventory audit. Always ensure this audit is done on time.

• Participate in all relevant UHD and UHD Business Services meetings, events, classes and training. Occasional after hours and on call duties. Other duties as assigned.

Required Qualifications

• Experience overseeing one or more information technology functions.

• Experience leading or conducting supervisory training.

Relevant education and experience may be substituted as appropriate.

Preferred Qualifications

• Associates Degree in a related field.

• Five or more years managing IT professionals.

• Experience with hiring and evaluating professional staff.

• Experience working in higher education environments.

• Experience supervising and managing technical staff who deliver mission-critical services.

• Demonstrated creative problem-solving skills.

Driving Required

This job requires a class "C" operator's driver's license. The applicant selected must provide a current three year driving record from the current state of residence. If not currently a Texas resident, a Texas driver's license must be obtained within 30 days of becoming a Texas resident. Employees who are required to have a CDL are subject to drug and alcohol testing (pre-employment, post-accident, reasonable suspicion, random, return-to-duty, and follow-up drug and alcohol testing).

Salary Range

$87,000+ depending on qualifications

Working Conditions

• Mayworkinallweatherconditions

• Mayworkinextremetemperatures

• Mayworkaroundstandardofficeconditions

• Mayworkaroundelectricalandmechanicalhazards

• Repetitiveuseofkeyboardataworkstation

• Useofmanualdexterity

• Climbingstairs

• Climbingofladders

• Liftingandmoving

Work Shift

• Monday - Friday, 8:00AM - 5:00PM. Hours and days may vary due to business needs.

Required Materials

• Resume/CV

• 3 work references with their contact information; at least one reference should be from a supervisor

• Letter of interest

Importantfor applicants who are NOT current university employees or contingent workers:You will be prompted to submit your resume the first time you apply, then you will be provided an option to upload a new Resume for subsequent applications. Any additional Required Materials (letter of interest, references, etc. ) will be uploaded in the Application Questions section; you will be able to multi-select additional files. Before submitting your online job application, ensure thatALLRequired Materials have been uploaded. Once your job application has been submitted, you cannot make changes.

Important for Current university employees and contingent workers:As a current university employee or contingent worker, you MUST apply within Workday by searching for Find UT Jobs. If you are a current University employee, log-in to Workday, navigate to your Worker Profile, click the Career link in the left hand navigation menu and then update the sections in your Professional Profile before you apply. This information will be pulled in to your application. The application is one page and you will be prompted to upload your resume. In addition, you must respond to the application questionspresented to upload any additional Required Materials (letter of interest, references, etc. ) that were noted above.

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Employment Eligibility:

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Retirement Plan Eligibility:

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Background Checks:

A criminal history background check will be required for fi.