Manager, Athletics IT Operations & Service Desk

Auburn University•Auburn, AL

About The Position

The IT Manager – Athletics Operations & Service Desk provides hands on leadership for daily IT operations supporting Auburn University Athletics, combining operational management, service desk leadership, and frontline technical engagement in a fast paced, high visibility environment. This role oversees service delivery, staff coordination, and technology assets while ensuring exceptional customer experience for coaches, staff, student athletes, and external partners. Aligned with the Athletics IT mission to treat every problem with the utmost importance, this position serves as the operational backbone of the Athletics IT organization—balancing responsiveness, governance, and continuous improvement while enabling innovation across competition, training, recruiting, and media environments.

Requirements

Bachelor's degree plus 5 years of experience in a specific IT specialty

Responsibilities

Leads daily IT operations for Auburn Athletics, ensuring reliable, high-quality technology across facilities and events.
Oversees and enhances service desk functions, including ticket management, escalation, and communication.
Establishes and monitors service metrics and KPIs to align with Athletics and university IT standards.
Acts as the primary escalation point for critical incidents, coordinating response efforts, root cause analysis, and continuous improvements to reduce recurring issues and strengthen system stability.
Supervises and develops service desk and operational support staff, promoting accountability, professionalism, and strong customer service.
Designs staffing models, schedules, and on-call coverage to meet extended and event-driven demands.
Provides ongoing coaching and performance feedback to strengthen technical skills and service quality, while encouraging cross-training and documentation to improve team resilience and reduce single points of failure.
Oversees lifecycle management, inventory, deployment, and support of Athletics IT devices, including desktops, mobile devices, and specialized equipment.
Provides governance for video and media technology to ensure alignment with enterprise standards while meeting sport-specific needs.
Collaborates with video teams, facilities, vendors, and central IT to maintain secure, reliable connectivity and operational readiness of IT assets.
Serves as a trusted IT partner to Athletics leadership and staff, translating technical needs into practical solutions.
Communicates proactively during incidents and service disruptions, especially during events, and identifies opportunities to improve efficiency, workflows, and the overall Athletics technology experience.
Ensures Athletics IT operations comply with university governance, security standards, and policies.
Supports audits, access reviews, and asset management efforts while helping identify operational gaps and modernization opportunities.
Contributes to strategic planning and advances the integration of video and emerging technologies within a cohesive IT governance framework.