IT Support Manager II
Posting Number: req12178
Department: Support Services
Location: Main Campus
Address: Tucson, AZ USA
Position Highlights
University Information Technology Services (UITS) is accepting applications for the position of IT Support Manager II for the User Support team within IT Support Services. The IT Support Manager II is responsible for leading the day-to-day operations of a team of up to 15 members providing technology hardware and software support for many campus units using endpoint management. The team members work closely with the staff from other UITS departments and the campus community to ensure requests are handled efficiently and expediently through the proper channels while delivering exemplary customer service. The IT Support Manager II actively engages with campus organizational units to determine IT needs and create mitigating strategies to address departmental needs.
The Support Services organization within UITS takes pride in delivering creative solutions while delighting customers during every interaction. The team is highly collaborative within the UITS organization and with our partners across campus. We embrace a fun, engaging, and open-minded environment both internally and with our campus colleagues.
Applicants must be currently authorized to work in the United States.
University Information Technology Services (UITS) has over 300 employees and an annual operating budget of approximately $77.6 million. It is the University's central IT unit and provides enterprise-level technologies and services that are broadly consumed, core to central administrative business operations, and tend to offer substantial economies of scale. Technology at the University of Arizona is essential to the mission of research, teaching, and learning and is the foundation to the academic and administrative operations of the campus. With a new future on the horizon, UITS has taken this unique moment to emerge with even more robust service capabilities than we offered before the pandemic. UITS works in collaboration with department and college IT units to enhance student experiences to connect, discover, and engage with the University, curricula, and beyond. UITS supports research for innovative solutions for global challenges and embraces the spirit of entrepreneurship and the values of diversity and inclusion.
OutstandingUA benefits include health, dental, and vision insurance plans; life
insurance and disability programs; paid vacation, sick leave, and holidays;
UA/ASU/NAU tuition reduction for the employee and qualified family members;
state and optional retirement plans; access to UA recreation and cultural
activities; and more!
The University of Arizona has been
recognized for our innovative work-life programs. For more information about
working at the University of Arizona and relocations services, pleaseclick here.
Duties & Responsibilities
- Lead a team of analysts providing support to campus users with universitydevices, software, networking, and other computing-related technologies.
- Engage with campus organizational units to address IT needs and establish a user support model.
- Train, coach, and mentor team members, including weekly one-on-ones.
- Facilitate procurement/imaging/deployment of devices using endpoint management for campus units.
- Act as an IT liaison between UITS and campus organizational units.
- Manage full-time staff and student workers, including Workforce Management (schedule coordination, time reporting, vacation requests, daily workload balancing, etc.).
- Plan agendas and lead weekly team meetings.
- Responsible for creating employee development plans and performance appraisals.-Ensure timely response/resolution for campus unit support requests.
- Track and analyze trends in resource usage and generate statistical reports (daily, weekly, monthly).
- Translate reports into dashboards that offer relevant insights to stakeholders at multiple levels.
- Assess need for process changes based on request trends and make recommendations for improvements.
- Additional duties as assigned.
Knowledge, Skills, Abilities
- Adept at working with diverse populations and able to communicate effectively with different levels of technical and professional expertise.
- Ability to track and analyze key metrics and trends.
- Ability to work a base schedule of Monday through Friday from 8 am-5 pmand after hours on call.
Minimum Qualifications
- Bachelor's degree and 5 years of related work experience including 2 years of managerial experience with training and leading staff, preferably in a customer service environment.
- OR
- Any equivalent combination of experience, training and/or education
Preferred Qualifications
- Experience in a customer service environment with an emphasis in resolving computer and other technology problems.
- Supervisory experience in a support service center.
FLSA: Exempt
Full Time/Part Time: Full Time
Number of Hours Worked per Week: 40
Job FTE: 1.0
Work Calendar: Fiscal
Job Category: Information Technology
Benefits Eligible: Yes - Full Benefits
Rate of Pay: $67,856 - $92,624
Compensation Type: salary at 1.0 full-time equivalency (FTE)
Grade
10
Career Stream and Level
M2
Job Family
IT Support
Job Function
Information Technology
Type of criminal background check required: Fingerprint criminal background check (security sensitive due to title or department)
Number of Vacancies: 1
Contact Information for Candidates
UITS-Jobs
uits-jobs@arizona.edu
Open Until Filled: Yes
Documents Needed to Apply: Resume and Cover Letter
Diversity Statement
At the University of Arizona, we value our inclusive climate because we know that diversity in experiences and perspectives is vital to advancing innovation, critical thinking, solving complex problems, and creating an inclusive academic community. As an Hispanic-serving institution, we translate these values into action by seeking individuals who have experience and expertise working with diverse students, colleagues, and constituencies. Because we seek a workforce with a wide range of perspectives and experiences, we provide equal employment opportunities to applicants and employees without regard to race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity, or genetic information. As an Employer of National Service, we also welcome alumni of AmeriCorps, Peace Corps, and other national service programs and others who will help us advance our Inclusive Excellence initiative aimed at creating a university that values student, staff and faculty engagement in addressing issues of diversity and inclusiveness.
