Information Technology Manager

The 24/7 IT Support Center, within The University of Arizona, is accepting applications for the position of Information Technology Manager. The 24/7 supports centrally-provided services such as email, network connectivity, and enterprise applications, as well as personally-owned computing equipment for campus community members. Support is delivered either in-person or via phone, chat, remote desktop session, or email. The 24/7 also coordinates with other IT organizations across campus to provide communication regarding system status notifications.

Please note the shift for this position will be: Tuesday – Thursday 10:00am – 7:00pm, Friday – Saturday 8:00am – 5:00pm.

The IT Manager will collaborate closely with other leaders in the group to develop and support a team with a strong commitment to customer satisfaction. The IT Manager will oversee the day-to-day activities of both Walk-in and Service Desk operations and identify opportunities for improvement through process change or new campus partnerships

Outstanding UA benefits include health, dental, and vision insurance plans; life insurance and disability programs; paid vacation, sick leave, and holidays; UA/ASU/NAU tuition reduction for the employee and qualified family members; state retirement plan; access to UA recreation and cultural activities; and more!

The University of Arizona has been recognized on Forbes 2015 list of America’s Best Employers in the United States and has been awarded the 2015 Work-Life Seal of Distinction by the Alliance for Work-Life Progress! For more information about working at the University of Arizona, please click here.

• Lead a team of support specialists to provide technology and customer service support.
• Supervise full-time staff and student workers, including management of time reporting, vacation requests, and completion of performance appraisals.
• Train, coach, and mentor team members.
• Ensure timely communication to campus via system status notifications and incident resolution.
• Define, develop and direct unit missions, scope, operational priorities, standards, policies and implementation plans, including milestones and performance metrics
• Implement and recommend actions to improve work flow, simplify operational and reporting procedures and improve performance standards.
• Track and analyze trends in resource usage and generate statistical reports.
• Assess need for process changes based on request trends and make recommendations for improvements.
• Identify and recommend end user training programs to increase computer literacy and self-sufficiency.
• Coordinate staffing and schedule adjustments to support seasonal trends in service requests.
• Conduct research on emerging products, services, protocols, and standards in support service technologies.
• Coordinate and perform fixes at the desktop level, including installing and upgrading software, installing hardware, and configuring systems and applications.

Skill in analyzing operational efficiency.

Please see Arizona Board of Regents Minimum Qualifications below.

Seven years of progressively responsible information technology experience including one year of supervisory experience; OR, Bachelor’s degree in Management Information Systems or a related field AND four years of information technology experience which includes one year of supervisory experience; OR, any equivalent combination of experience, training and/or education.

• At least three years of management experience.
• Experience working with teams in a technical support environment.
• Experience working in a University environment.
• Experience developing teams in a support services environment with a focus on delivering an outstanding customer experience.