Computer Support Manager

Job Posting Title:

Computer Support Manager

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Hiring Department:

College of Liberal Arts

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Position Open To:

All Applicants

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Weekly Scheduled Hours:

40

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FLSA Status:

Exempt

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Earliest Start Date:

Immediately

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Position Duration:

Expected to Continue

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Location:

UT MAIN CAMPUS

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Job Details:

General Notes

This position provides life/work balance with a 40-hour, typical work week. Evening, weekend, and holiday hours may be required as needed. On-campus work is required.

Must be authorized to work in the United States on a full-time basis for any employer without sponsorship.

Join Liberal Arts Instructional Technology Services (https://liberalarts.utexas.edu/laits/), a unique service department dedicated to creating, maintaining, and promoting technology within the College of Liberal Arts at The University of Texas at Austin.

UT Austin offers a competitive benefits package (https://hr.utexas.edu/prospective) that includes:

• 100% employer-paid basic medical coverage for employee
• Optional medical insurance for employee’s dependents - up to 50% employer-paid
• Optional dental, vision, and term life insurance for employees and dependents
• Paid holiday time off each year; state legislature determines the number of holidays
• 12 days of paid vacation time off per year for new employees
• 12 days of paid sick leave per year
• Matching contribution to Teacher Retirement System (TRS)
• Staff Tuition Assistance Program
• Access to Recreation & Health Facilities

Purpose

Liberal Arts ITS is seeking a computer support manager to join our team supporting over 2000 faculty and staff and over 5000 computers. This position will primarily focus on the day-to-day operations of our four in-person service desks and remote call center. An ideal candidate will be a self-starter, have strong supervisory experience, experience with a call center and remote support, and strong leadership and team-building skills.

Responsibilities

• Oversee Day-to-Day Operations for Computer Support:
  • Manage staff scheduling for remote and on-campus staff
  • Manage student employees
  • Respond to any customer concerns / escalations
  • Manage Call Center software
  • Lead training and documentation efforts for the support team
  • Collaborate with other campus units to improve customer service and support.
  • Manage / improve support workflows
• Manage staff hiring, performance, and terminations
• Assisting and supervising additional project work as assigned by Management

Required Qualifications

• Experience overseeing one or more information technology functions such as a desktop support operation or remote support center.
• Experience leading or conducting supervisory training.
• Strong personnel management skills.
• More than 2 years of supervisory experience in a customer support organization.
• 5 or more years of experience providing computer support.
• 5 or more years of work experience providing remote support through phone or chat.
• Excellent interpersonal skills, including verbal, nonverbal, and written communication.
• Demonstrated skill at coordinating and directing the activities of a large hybrid team, including organizing and assigning work.
• Experience managing technology vendors
  
  Relevant education and experience may be substituted as appropriate.

Preferred Qualifications

• Bachelor’s degree.
• Professional experience fostering and maintaining positive organizational culture.
• Professional experience supervising student employees.
• Experience supporting a team of technical professionals in a university environment.
• Experience managing a customer support call center using Amazon Connect.
• Experience with BeyondTrust Remote Support.
• Experience with ServiceNow or a similar ticketing/support request system.
• Computer Support experience in a university setting.

Salary Range

$80,000 + depending on qualifications

Working Conditions

• May work around standard office conditions.

• On-campus work is required.

• May work around electrical and mechanical hazards.

• Repetitive use of a keyboard at a workstation.

• Use of manual dexterity.

• Lifting and moving.

Work Shift

• Overtime, evening, weekend, and holiday work may be required. 

Required Materials

• Resume/CV

• 3 work references with their contact information; at least one reference should be from a supervisor

• Letter of interest

Important for applicants who are NOT current university employees or contingent workers: You will be prompted to submit your resume the first time you apply, then you will be provided an option to upload a new Resume for subsequent applications. Any additional Required Materials (letter of interest, references, etc.) will be uploaded in the Application Questions section; you will be able to multi-select additional files. Before submitting your online job application, ensure that ALL Required Materials have been uploaded.  Once your job application has been submitted, you cannot make changes.

Important for Current university employees and contingent workers: As a current university employee or contingent worker, you MUST apply within Workday by searching for Find UT Jobs. If you are a current University employee, log-in to Workday, navigate to your Worker Profile, click the Career link in the left hand navigation menu and then update the sections in your Professional Profile before you apply. This information will be pulled in to your application. The application is one page and you will be prompted to upload your resume. In addition, you must respond to the application questions presented to upload any additional Required Materials (letter of interest, references, etc.) that were noted above.

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Employment Eligibility:

Regular staff who have been employed in their current position for the last six continuous months are eligible for openings being recruited for through University-Wide or Open Recruiting, to include both promotional opportunities and lateral transfers. Staff who are promotion/transfer eligible may apply for positions without supervisor approval.

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Retirement Plan Eligibility:

The retirement plan for this position is Teacher Retirement System of Texas (TRS), subject to the position being at least 20 hours per week and at least 135 days in length.

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Background Checks:

A criminal history background check will be required for finalist(s) under consideration for this position.

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Equal Opportunity Employer:

The University of Texas at Austin, as an equal opportunity/affirmative action employer, complies with all applicable federal and state laws regarding nondiscrimination and affirmative action. The University is committed to a policy of equal opportunity for all persons and does not discriminate on the basis of race, color, national origin, age, marital status, sex, sexual orientation, gender identity, gender expression, disability, religion, or veteran status in employment, educational programs and activities, and admissions.

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Pay Transparency:

The University of Texas at Austin will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information.

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Employment Eligibility Verification:

If hired, you will be required to complete the federal Employment Eligibility Verification I-9 form.  You will be required to present acceptable and original documents to prove your identity and authorization to work in the United States.  Documents need to be presented no later than the third day of employment.  Failure to do so will result in loss of employment at the university.

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E-Verify:

The University of Texas at Austin use E-Verify to check the work authorization of all new hires effective May 2015. The university’s company ID number for purposes of E-Verify is 854197. For more information about E-Verify, please see the following:

• E-Verify Poster (English and Spanish) [PDF]
• Right to Work Poster (English) [PDF]
• Right to Work Poster (Spanish) [PDF]

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Compliance:

Employees may be required to report violations of law under Title IX and the Jeanne Clery Disclosure of Campus Security Policy and Crime Statistics Act (Clery Act). If this position is identified a Campus Security Authority (Clery Act), you will be notified and provided resources for reporting. Responsible employees under Title IX are defined and outlined in HOP-3031.

The Clery Act requires all prospective employees be notified of the availability of the Annual Security and Fire Safety report. You may access the most recent report here or obtain a copy at University Compliance Services, 1616 Guadalupe Street, UTA 2.206, Austin, Texas 78701.