IT Manager, User Support Services, College of Natural Sciences

University of Texas at Austin•UT MAIN CAMPUS, UT

12d•Onsite

About The Position

The IT Manager for User Support Services leads the day-to-day delivery of IT support across the College of Natural Sciences, managing a team of desktop specialists and student technicians. This position drives service quality, campus collaboration, and continuous improvement in support of CNS’s research, instruction, and administrative missions. The role reports directly to the Assistant Director of IT Operations and owns the planning, measurement, and communication functions that keep CNS IT support aligned with college goals.

Requirements

Bachelor’s degree in IT, Computer Science, or related field; or equivalent combination of education and experience
3+ years of IT support experience with at least 1 year in a supervisory or team lead role
Demonstrated proficiency supporting macOS and Windows environments
Experience with IT service management platforms (e.g., ServiceNow, Jira)
Strong written and verbal communication skills, including experience preparing reports and presentations for leadership
Proven ability to manage competing priorities and lead a team in a fast-paced, mission-driven environment
Relevant education and experience may be substituted as appropriate.
Candidates must be authorized to work in the United States on a full-time basis for any employer without sponsorship.

Nice To Haves

Experience working in higher education IT
Familiarity with UT Austin systems, campus IT structure, and UT Service Desk workflows
Experience with endpoint management platforms such as Jamf, SCCM, Tanium, and Orcharhino
ITIL Foundation certification or equivalent service management knowledge
Experience developing knowledge base content and user-facing technical communications

Responsibilities

Serves as Tier 3 escalation for complex endpoint, software, and connectivity issues impacting research or administrative operations.
Tracks support activity for research/admin units and identifies gaps for the Assistant Director.
Formal supervisory authority over 3 Sr. Desktop Specialists, 1 Desktop Specialist, and 5-6 student technicians.
Leads monthly Service Level Reviews and produces weekly reports for Assistant Director on ticket activity, escalations, staffing, and trends.
Prioritizes and tracks instructional support requests; coordinates coverage with AV and endpoint teams around academic calendar; develops user communications targeting students and instructional staff; reports on instructional support trends.
Primary liaison between CNS OIT and all UT campus IT organizations including UT Service Desk, Enterprise Technology, and ISO.
Manages escalation workflows, participates in campus IT forums, and maintains departmental IT contacts across CNS.
Monitors ticket queues for security patterns and escalates to ISO.
Ensures desktop team follows CNS/UT endpoint security standards.
Coordinates user-facing security communications.
Tracks compliance and vulnerability remediation activity.
Evaluates support operations and proposes improvements.
Serves as resource to Sr. IT Project Manager on support-related tasks including deployment coordination and user readiness.
Other duties and projects as assigned.