Manager, Information Technology

Arizona State University•Tempe, AZ

1d•$82,000 - $100,000•Onsite

About The Position

Mary Lou Fulton College for Teaching and Learning Innovation (MLFC) is seeking a collaborative and service-oriented Manager of Information Technology to lead the college's IT support operations. This hands-on leadership role oversees the IT support team while providing direct technical support to faculty, staff, and student workers. The manager is responsible for guiding daily operations, coordinating team workloads, setting priorities, and ensuring timely resolution of technology-related issues. Working closely with ASU Enterprise Technology and campus partners, this role helps advance technology initiatives, maintain secure and reliable computing environments, and continuously enhance IT services that support the college's mission. Mary Lou Fulton College operates on the Tempe and West Valley campuses. This is an in-office position with travel being required between campuses as needed.

Requirements

Bachelor's degree and five (5) years of experience appropriate to the area of assignment/field including two (2) years managerial experience; OR, Any equivalent combination of experience and/or training from which comparable knowledge, skills and abilities have been achieved.
Strong knowledge of management and supervisory principles, with demonstrated ability to effectively manage, supervise, and evaluate staff.
Knowledge of client management software administration (e.g. SCCM, JAMF, Intune, ServiceNow)
Experience troubleshooting computer hardware and software issues (cross platform), and data recovery methods
Experience utilizing support ticket tracking systems (e.g. ServiceNow, Salesforce)
Experience working with a variety of operating systems (e.g. Windows, Mac, iOS, Android)
Strong understanding of networked environments using Active Directory, TCP/IP, Ethernet, and wireless configurations.
Experience working with Microsoft Office 365 tools (Office Suite, SharePoint, Visio, Project) and Google Workspace tools (Docs, Sheets, Forms, etc.)
Experience working with videoconferencing tools (Zoom, Zoom Rooms, Microsoft Teams, etc.)
Experience providing customer service (e.g. in-person, by phone, and remotely)
Demonstration of effective communication skills, including both written and verbal, and the ability to communicate with non-technical stakeholders
Knowledge of current and future trends in computing technologies and management practices.
Knowledge and understanding of the research and administrative functions of area assigned.
Skill in planning for information resources and technology.
Skill in establishing and maintaining effective working relationships.
Ability to prioritize and budget own time and the time of direct reports.

Responsibilities

Oversee daily IT Support operations, including workflow management, task assignment, priority setting, service-level monitoring, and adherence to operational standards and deadlines. This includes hands-on management of technical and administrative functions to support small teams of technicians.
Serves as a working manager by providing in-person and remote desktop, software, hardware, and technology support, including resolution of escalated or complex technical issues.
Provides ongoing performance management for IT Support technicians, including coaching, feedback, guidance, direction, and semiannual Check-Ins to support accountability, growth, and service excellence.
Plan, coordinate, and oversee the daily operations of IT support services to ensure timely, high-quality customer service.
Applies standard computer images with authorized software to computers to ensure consistent configurations using OS deployment tools such as SCCM, JAMF, and Intune.
Consults with faculty, staff, researchers and/or administrators regarding applications and existing resources to meet operational needs. Including potential software and hardware purchases.
Manages projects related to applications (networking, software, implementation, security).
Collaborates with ASU Enterprise Technology and other university partners to ensure effective delivery of enterprise applications, systems, and services.
Manage technology assets and maintain accurate inventory of all computers and peripheral equipment, lifecycle planning, deployment, relocation, return, and replacement requests.
Ensure compliance with university IT policies, security standards, and best practices.
Coordinates and participates in technology projects, equipment deployments, office moves, process improvements, documentation updates, and other initiatives supporting academic and administrative operations.
Maintain effective communication with college leadership regarding technology needs, priorities, and service performance.
Participate in formulation of the department's technology plans and policies.