Technical Support Operations Manager

Job Posting Title:

Technical Support Operations Manager

Hiring Department:

University Housing and Dining

Position Open To:

All Applicants

Weekly Scheduled Hours:

40

FLSA Status:

Exempt

Earliest Start Date:

Jul 12, 2024

Position Duration:

Expected to Continue

Location:

UT MAIN CAMPUS

Job Details:

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 https://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 of the University Housing and Dining (UHD) Infosys team. Coordinate user requests and prioritize those requests based on business needs. Provides excellent customer service to all UHD staff members. Ensure 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 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

$80,000+ depending on qualifications

Working Conditions

• May work in all weather conditions

• May work in extreme temperatures

• May work around standard office conditions

• May work around electrical and mechanical hazards

• Repetitive use of keyboard at a workstation

• Use of manual dexterity

• Climbing stairs

• Climbing of ladders

• Lifting and moving

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

Important for 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 that ALL Required 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 questions presented to upload any additional Required Materials (letter of interest, references, etc.) that were noted above.

Employment Eligibility:

Regular staff who have been employed in their current position for the last six continuous months are eligible for openings being recruited for through University-Wide or Open Recruiting, to include both promotional opportunities and lateral transfers. Staff who are promotion/transfer eligible may apply for positions without supervisor approval.

Retirement Plan Eligibility:

The retirement plan for this position is Teacher Retirement System of Texas (TRS), subject to the position being at least 20 hours per week and at least 135 days in length.

Background Checks:

A criminal history background check will be required for finalist(s) under consideration for this position.

Equal Opportunity Employer:

The University of Texas at Austin, as an equal opportunity/affirmative action employer, complies with all applicable federal and state laws regarding nondiscrimination and affirmative action. The University is committed to a policy of equal opportunity for all persons and does not discriminate on the basis of race, color, national origin, age, marital status, sex, sexual orientation, gender identity, gender expression, disability, religion, or veteran status in employment, educational programs and activities, and admissions.

Pay Transparency:

The University of Texas at Austin will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information.

Employment Eligibility Verification:

If hired, you will be required to complete the federal Employment Eligibility Verification I-9 form. You will be required to present acceptable and original documents to prove your identity and authorization to work in the United States. Documents need to be presented no later than the third day of employment. Failure to do so will result in loss of employment at the university.

E-Verify:

The University of Texas at Austin use E-Verify to check the work authorization of all new hires effective May 2015. The university's company ID number for purposes of E-Verify is 854197. For more information about E-Verify, please see the following:

• E-Verify Poster (English) [PDF]
• E-Verify Poster (Spanish) [PDF]
• Right To Work Poster (English) [PDF]
• Right To Work Poster (Spanish) [PDF]

Compliance:

Employees may be required to report violations of law under Title IX and the Jeanne Clery Disclosure of Campus Security Policy and Crime Statistics Act (Clery Act). If this position is identified a Campus Security Authority (Clery Act), you will be notified and provided resources for reporting. Responsible employees under Title IX are defined and outlined in HOP-3031.

The Clery Act requires all prospective employees be notified of the availability of the Annual Security and Fire Safety report. You may access the most recent report here or obtain a copy at University Compliance Services, 1616 Guadalupe Street, UTA 2.206, Austin, Texas 78701.