IT Support Manager – Research
About The Position
The IT Support Manager is a core operational position within the Advanced Research Computing, Security, and Information Management unit, primarily responsible for managing Tier 1 and Tier 2 IT support for the Advanced Structures and Composites Center (ASCC). The role oversees day-to-day ASCC IT operations, including access management, desktop support, and hardware and software asset management for university-managed devices and the secure enclave. The Manager coordinates the triage, tracking, and escalation of tickets to internal enterprise IT (UMS:IT) and the third-party managed service provider (MSP), supervises the ASCC IT support team, and collaborates with the Office of Research Compliance and the Information Security Office to align daily operations with Export Control and CMMC requirements. The position implements and maintains security solutions and protocols to meet project requirements, coordinates general technical support and IT projects, manages hardware and software assets, and coordinates legacy system and network support. It also serves as a high-level technical advisor to the Center team. This is a soft-money-funded position with a typical hiring range of $70,000 to $80,000, commensurate with qualifications and experience.
Requirements
- Bachelor’s degree in Information Technology, Computer Science, Information Security, or a related field, or five years of an equivalent combination of education and experience.
- Proven experience managing Tier 1/Tier 2 IT support, helpdesk operations, or desktop support teams.
- Demonstrated ability to track, manage, and escalate support tickets with internal research or engineering teams, external vendors or MSPs, and enterprise IT.
- Strong commitment to customer experience, including leadership and mentoring on customer relationships, accountability, responsibility, and urgency.
- Demonstrated ability to lead in a team environment and coordinate IT projects.
- Relevant IT certification(s), such as CompTIA A+, CompTIA Network+, CompTIA Security+, or Microsoft Fundamentals.
- Experience with Microsoft tenants and applications such as Entra, Intune, SharePoint, Outlook, OneDrive, and Office.
- U.S. person status as defined in the posting is required to comply with the Arms Export Control and Export Administration Act.
Nice To Haves
- Demonstrated supervisory, leadership, or project management experience.
- Excellent interpersonal communication and active listening skills, especially when liaising between technical providers and end users.
- Familiarity with information security best practices and compliance frameworks such as CMMC and ITAR from an IT operations and support perspective.
- Experience with a Microsoft Azure Government environment.
- Programming or scripting experience.
- Ability to plan and perform involved technical work involving new or regularly changing problems, work from broad instruction, and address complex factors not easily evaluated.
- Ability to provide budget input and coordinate work with outside contractors for supported departments as needed.
- Knowledge of computer fundamentals and computer, peripheral, and software operations, including word processing, spreadsheets, database management, system management software, and development tools.
- Experience with enterprise IT management solutions such as TeamDynamix or ServiceNow.
- Work experience in a higher education or secure research environment.
Responsibilities
- Manage Tier 1 and Tier 2 IT support for the Advanced Structures and Composites Center.
- Oversee day-to-day ASCC IT operations, including access management and desktop support.
- Manage hardware and software assets for university-managed devices and the secure enclave.
- Coordinate the triage, tracking, and escalation of support tickets to UMS:IT and the third-party managed service provider.
- Supervise the ASCC IT support team.
- Collaborate with the Office of Research Compliance and the Information Security Office to align IT operations with Export Control and CMMC requirements.
- Implement and maintain security solutions and protocols to comply with project requirements.
- Coordinate general technical support and IT projects.
- Coordinate legacy system and network support.
- Serve as a high-level technical advisor to the Center team.
Benefits
- Tuition benefits for employees and dependents.
- Comprehensive insurance coverage, including medical, dental, vision, and life insurance, as well as short- and long-term disability.
- Retirement plan options.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
