Tech/Desktop Support Services Manager

Bachelor’s degree from an accredited institution with at least eight years relevant experience in a directly related field. ITIL, Microsoft, or Apple certifications preferred but not required. A combination of education, experience, certifications, and training that would produce the required knowledge and abilities could be considered.

Plan, organize, design, and manage staff to provide technological assistance to the university community. Help plan, coordinate and design IT-related activities for the university as well as provide some administrative direction and support for daily hardware and software support activities.

Manages, oversees, coordinates, and evaluates activities of the desktop support, audio/visual, and computer lab technicians. Oversees staff development plans and activities. Establishes team goals and objectives. Oversees and approves schedules, priorities, and standards for achieving goals. Collaborates with clients and IT resources to identify and deliver required technology services. Conducts research on software products in support of procurement and development efforts. Conducts research on emerging technologies and recommends technologies that increase cost effectiveness and academic support flexibility. Assists in developing long-term strategies and capacity planning for meeting future technology needs. Aids in development of business continuity and disaster recovery plans, maintains current knowledge of plan executables, and responds to crises in accordance with business continuity and disaster recovery plans. Accurately documents instances of technology failure, repair, installations and removal. Develops testing plans for new technology initiatives based on various platforms and operating systems. Analyzes existing operations and makes recommendations for the improvement and growth of Information Technology systems. May interpret and implement complex policies affecting the department and university level. Provides guidance to other team members as required. Performs other related duties as assigned.

Requires a strong understanding of information processing principles and practices, in-depth technical knowledge of network and computer operating systems and hardware repair. Proven project planning and management experience necessary. Exceptional analytical, conceptual, and problem-solving abilities, superior written and oral communication skills and leadership ability is needed. Must have ability to present ideas in user-friendly language and be able to effectively prioritize and execute tasks in a high-pressure environment. Must be proficient in motivating and evaluating employees. Requires a demonstrated ability to establish congenial work relationships and to communicate effectively within department workgroup and throughout the university with professional staff, external organizations, and outside vendors. Work requires a high level of independent judgment, initiative, and sound reasoning to solve department and division issues. Work requires attention to detail as errors can be potentially serious. Position requires driving and operating a university vehicle; therefore, a valid Texas driver license and driving record acceptable to the university’s insurance carrier is required. Position requires incumbent to be on call 24/7. Special procedures sometimes require extended hours. Some travel is required. Knowledge of local, state, and federal laws. Ability to manage business functions.
Communicates with other university departments, personnel, and other agencies.