IT Operations Manager

Virginia Tech • Blacksburg, VA

9d • Hybrid

About The Position

Reporting to the College of Architecture, Arts, and Design’s IT Director, the Manager of IT Operations leads day-to-day IT support for the college. The position owns the support queue, serves as the escalation point for end user/help desk team, provides technical support for the college's computer labs, and supervises the student wage triage team. The Manager sets the support priorities and directs the resolution of support issues within university policy and approved resources. They work in close partnership with the AAD Lab Operations Manager who defines the college’s lab requirements, schedules, and priorities. Matters involving significant spending, policy changes, or personnel matters, the Manager elevates to and partners with the Director of IT to resolve. A successful candidate will be customer focused, have strong attention to detail, and an ability to communicate at the appropriate level to a wide range of audiences. Additionally, they will demonstrate an ability to foster a work environment that promotes high quality, prompt, and responsive user support services. The position demands may be variable and therefore, the position requires flexibility and adaptability to shifting priorities. Employees in the College of Architecture, Arts, and Design (AAD) are expected to demonstrate professional conduct, institutional citizenship, and core workplace competencies as essential elements of successful performance. These expectations align with both Virginia Tech’s Principles of Community and the university’s performance competency domains, spanning communication, engagement, professionalism, and teamwork. AAD personnel are expected to act with integrity, treat others with dignity, civility, and respect, and contribute to an inclusive, collaborative, and service-oriented workplace. Specifically, employees in the college are expected to: · communicate constructively, · adhere to applicable policies and procedures, · support the college and university mission, · use university resources responsibly, · exercise sound judgment, · accept accountability for decisions and outcomes, · collaborate effectively, and · remain open to feedback, learning, and continuous improvement. Additionally, those who supervise, manage, or lead others are also expected to model and reinforce these competencies. In their roles, they are to: · set clear expectations with their team members, · communicate transparently, · support the professional development of their team, · foster an inclusive environment, · address concerns in a timely, appropriate fashion, · encourage collaboration, and · promote accountability within their teams.

Requirements

• Relevant certifications/training and progressively advanced experience
• Experience providing technical support for Windows and macOS computers, including diagnosing complex problems
• Experience leading, training, or supervising others
• Experience using a ticketing or service management system
• Exceptional communication skills, strong customer service orientation, and patience working with users with varied technical experience

Nice To Haves

• Experience supervising employees, including student employees
• Experience supporting computer labs or classrooms, including imaging and software deployment
• Experience with Microsoft Intune, JAMF, Microsoft 365, Adobe applications, or similar tools
• Experience with Active Directory and Windows Server administration
• Experience with IT purchasing, asset management, or budget tracking
• Experience with scripting, automation, or AI-assisted tools

Responsibilities

• Owns the support queue
• Serves as the escalation point for end user/help desk team
• Provides technical support for the college's computer labs
• Supervises the student wage triage team
• Sets the support priorities and directs the resolution of support issues within university policy and approved resources
• Partners with the AAD Lab Operations Manager
• Elevates matters involving significant spending, policy changes, or personnel matters to and partners with the Director of IT to resolve
• Foster a work environment that promotes high quality, prompt, and responsive user support services
• Communicate constructively
• Adhere to applicable policies and procedures
• Support the college and university mission
• Use university resources responsibly
• Exercise sound judgment
• Accept accountability for decisions and outcomes
• Collaborate effectively
• Remain open to feedback, learning, and continuous improvement
• Set clear expectations with their team members
• Communicate transparently
• Support the professional development of their team
• Foster an inclusive environment
• Address concerns in a timely, appropriate fashion
• Encourage collaboration
• Promote accountability within their teams

Benefits

• Eligible for overtime
• Eligible for a hybrid work arrangement of up to one day of telework per week following a fully onsite onboarding period to support successful training and transition
• Professional development opportunities
• University shared governance participation

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed