IT Manager

Job Posting Title: IT Manager Hiring Department: Applied Research Laboratories Position Open To: All Applicants Weekly Scheduled Hours: 40 FLSA Status: Exempt Earliest Start Date: Immediately Position Duration: Expected to Continue Location: PICKLE RESEARCH CAMPUS Job Details: Purpose Responsible for ensuring that the IT operations in the Advanced Technology Laboratory (ATL) run smoothly while maintaining a strong focus on delivering top-notch support to our clients and internal users. Responsibilities Lead and manage the IT team, ensuring high performance, discipline, and professionalism. Supervise and mentor help desk and system administrator staff, providing training and support. Conduct regular training sessions to enhance team skills and knowledge in customer service best practices and proper procedures for meeting security policy. Oversee all supervisory activities including selection, training, evaluation, counseling, and recommendations for dismissal. Foster a culture of continuous improvement and accountability within the team. Under general direction while focusing on customer service, perform Windows, Mac and Linux computer systems installation, configuration, administration, maintenance, trouble shooting, and end-user support for workstations, servers, laptops, and virtual machines. Oversee the ticketing system to ensure timely and accurate resolution of support requests, incidents, and escalations, prioritizing customer satisfaction. Serve as the first-tier escalation points for non-technical ticket resolution. Develop and implement strategies to enhance customer service delivery across all IT functions Identify and implement process improvements to enhance service delivery and efficiency in deploying and maintaining engineering/scientific software applications on end-user computer systems. Collaborate with other departments to understand their IT needs and provide tailored solutions. Assist with computer systems audits for compliance with established information assurance policies and configuration guidelines. Monitor, analyze and present service metrics to management regarding ticket volume and complexity, response and resolution times, and escalations. Provide recommendations to enhance efficiency and customer satisfaction. Document computer system configurations. Maintain computer hardware/software inventories. Other related functions as assigned. Required Qualifications Bachelor's Degree in Computer Science, or related field. A minimum of eight years of experience providing end user help desk or systems administrator support in a managed endpoint environment for Windows, Linux or Mac workstations. At least three years of proven current experience in an IT Supervisor or Team Lead Support role, preferably in a customer-centric environment, with direct responsibilities in performance management, development, training, and coaching. Excellent team building, personnel management and interpersonal skills. Strong customer focus, with the ability to handle personnel and user issues effectively. Working knowledge of IT network maintenance concepts, practices, tools, equipment and procedures. Knowledge of networking and computer security concepts. Candidate must obtain a DoD 8570.1 IAT Level II Certification (such as Security) within six months of hire date. Excellent organizational, problem-solving, written, and verbal communication skills. Must have a professional demeanor, be punctual and have the ability to work with little or no supervision. Ability to work under pressure and accept supervision. Detail-oriented with a strong ability to closely follow written and verbal instructions. Must work well in a team environment and effectively collaborate on projects. Act as an escalation contact for team, IT leadership, and users. Willingness to learn and accept constructive feedback. Equivalent combinations of relevant education and experience may be substituted as appropriate. US Citizen. Selected applicant is subject to government security investigation and must meet eligibility requirements for access to classified information at level appropriate to project requirements of the position. Preferred Qualifications Master's degree in Computer Science or related field. At least ten years of experience in Windows, Linux, or Mac enterprise environment. At least five years of proven current experience in an IT Supervisor or Team Lead Support role. Current DoD 8570.1 IAT Level II Certification for Security. Microsoft or Linux certifications. Experience w/ ITIL, COBIT, NIST, CMMC, or other IT and cybersecurity frameworks. General Notes An agency designated by the federal government handles the investigation as to the requirement for eligibility for access to classified information. Factors considered during this investigation include but are not limited to allegiance to the United States, foreign influence, foreign preference, criminal conduct, security violations, drug involvement, the likelihood of continuation of such conduct, etc. Please mark "yes" on the application question that asks if additional materials are required. Failure to attach all additional materials listed below may result in a delay in application processing. Visit our website (www.arlut.utexas.edu) for additional information about Applied Research Laboratories. UT Austin offers a competitive benefits package that includes: 100% employer-paid basic medical coverage Retirement contributions Paid vacation and sick time Paid holidays Please visit our Human Resources (HR) website to learn more about the total benefits offered. Salary Range $65,000-$102,150/negotiable depending on qualifications. Working Conditions Standard office conditions in shared windowless space. Repetitive use of a keyboard at a workstation. Use of manual dexterity. Concurrent multiple projects under rigid deadlines or time limitations. Occasional extended work hours. Ability to lift up to 50 pounds. 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 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. 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.