Technical Support Operations Manager

Job Posting Title:

Technical Support Operations Manager

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Hiring Department:

University Housing and Dining

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Position Open To:

All Applicants

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Weekly Scheduled Hours:

40

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FLSA Status:

Exempt

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Earliest Start Date:

Jan 31, 2025

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Position Duration:

Expected to Continue

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Location:

UT MAIN CAMPUS

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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 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" operato