Manager IT reports to Assistant Director of Client Experience & IT Services. Our departmental core values are: Respect for all people, Building partnerships with the Maverick Community, Empower innovation, and Premier Support & Solutions. This position is responsible for managing/leading student staff and Jr. Analysts and providing elite support and solutions to our campus constituents. As the pinnacle in-house, end-user computing advisor, this position also participates in providing troubleshooting and resolution of technical support issues along with planning, deployment and management strategies of all end-user computing devices. The incumbent promotes faculty, staff and student's collaborations and researches their future pedagogical needs.
Manage/lead: oversee a team of Technical Analysts and student staffing that provides highly-valued strategic consulting level support: Hiring/terminating coaching and approving time sheets for Technical Analysts and student staff. Providing performance evaluations, and development of work assignments. Ensuring adequate staffing for work load and manage staff augmentation / outsourced staffing as needed. Work with management to establish performance metrics to ensure needs are being properly met. Work with team to develop strategies and plans to enhance client services, improve user effectiveness, and foster innovation. Oversee provision of end-user services and assure that all jobs are completed on time within budget and to customer satisfaction. Support & Technology Management: Overseeing and providing day to day executive support services and ensuring a high quality end-user experience. Take an active role in the Incident Response and Problem Management processes, representing the end-point computing environment. Provide root cause analysis for problems and measures to mitigate future occurrences. Perform emergency support services during evenings, weekends, and holidays as necessary to support the 24 × 7 Executive support. Responsible for designing and implementing improved process or operational policies. Recommends changes to products or services to fulfill customer needs. Special Projects: Team Support – Contribute to the team's success by supporting team projects and providing backup support for key responsibilities. Inventory & Compliance – Maintaining Hardware, Software inventory and compliance. Participates in managing and establishing supporting procedures for cloud platforms and applications such as Office 365, AWS, or other major infrastructure platforms and Desktop-as-a-Service or Software-as-a-Service offerings. Assists with departmental IT procurement and budget planning including assisting with managing vendors and contracts to ensure strategic and successful deployment of technologies. Assists with testing of new technologies. Performing other duties.
Bachelor's degree in related field. Five (5) years of related computing work experience or the equivalent experience. The following knowledge, skills, and abilities are required: Prior experience in managing FT/PT employees and student staff. Experience in budget planning and financial management. Able to function with autonomy, making sound and timely decisions as appropriate, while also able to function as part of a team environment, involving colleagues in tasks or contributing to the team as necessary. Able to handle multiple tasks or projects at one time, meeting assigned deadlines. Excellent interpersonal, decision making, initiative, teamwork, problem solving, independent judgment, organization, communication (verbal and written), time management, project management and presentation skills; Strong attention to detail and follow-up skills. Strong customer service skills and phone and e-mail etiquette; Ability to work effectively with a wide range of constituencies in a diverse community. Experience in designing, analyzing, evaluating and implementing desktop and end user device management related systems, services, and solutions. Able to follow implemented IT policies and procedures while contributing to the maintenance of disaster recovery / business continuity documentation.
Master’s degree in a computer-related field and 8+ years of experience or equivalent practical experience. Hands-on work experience with Microsoft Windows 10 and O365 applications, and Mac OS 10.X and Applications. Proven experience or demonstrated capability in leading support teams in complex and dynamic environments requiring 24/7 support. Practical work experience in repairing PCs, Macs, Printers, and network connection issues. Excellent customer service and phone skills. Knowledge of cloud technologies. Experience with web development tools used to create, maintain, and update websites. A+, Security+, Apple (ACMT), and Microsoft certifications a plus. Additional knowledge in native and third party encryptions and device management tools e.g. SCCM, JAMF, MS Intune etc. Please detail any related experience in your online resume. KNOWLEDGE, SKILLSANDABILITIES: This position requires extensive management skills and computer experience. Must have knowledge of computer software and hardware commonly used in the computer lab including operating systems and troubleshooting/hardware maintenance software. As the needs of the student population vary and are constantly changing, analytical and creative abilities are essential for this position. Ability to train and supervise student employees. The ability to communicate clearly both verbally and in writing are needed. Should be capable of setting priorities and moving several tasks forward simultaneously.
Excellent interpersonal skills
Knowledge of systems security procedures and protocol
Knowledge of data protection act, privacy and PCI compliance
Ability to troubleshoot issues and to coordinate with other IT functional areas to resolve and manage resolution
To establish and maintain effective working relationships with customers and colleagues
An excellent team player with strong stakeholder management
Ability to learn and support new business systems, software and processes
Ability to communicate technical information to non-technical personnel
Skill in organizing resources and establishing priorities
Effectively manages own time and resources
Interact and communicate with peers and customers in a professional, client-focused manner while working both in a team setting and independently with limited direction
Applicants must include in their online resume the following information: 1) Employment history: name of company, period employed (from month/year to month/year), job title, summary of job duties and 2) Education: school name, degree type, and major.
UTA is an Equal Opportunity/Affirmative Action institution. Minorities, women, veterans and persons with disabilities are encouraged to apply. Additionally, the University prohibits discrimination in employment on the basis of sexual orientation. A criminal background check will be conducted on finalists. The UTA is a tobacco free campus.
Open Until Filled: No
Internal Number: 11341
About University of Texas at Arlington
With annual research expenditures in excess of $100M, the University of Texas at Arlington is a Carnegie Research-1 “highest research activity” institution committed to life-enhancing discovery, innovative instruction, and caring community engagement. A leading institution in the heart of the thriving North Texas region, UTA nurtures minds within an environment that values excellence, ingenuity, and diversity. With a total global enrollment of over 59,000 in AY 2018-19, UTA is one of the largest institutions in the University of Texas System. Guided by its Strategic Plan Bold Solutions | Global Impact, UTA fosters interdisciplinary research and teaching to enable the sustainable megacity of the future within four broad themes: health and the human condition, sustainable urban communities, global environmental impact, and data-driven discovery. UTA was cited by U.S. News & World Report as having the second lowest average student debt among U.S. universities in 2018. U.S. News & World Report also ranks UTA fourth in the nation for undergraduate diversity. The University is a Hispanic-Serving Institution and is ranked as the top four-year college in Texas for veterans on Military Times’ 2018 Best for Vets list.