UT Health Austin
Computer Support Manager
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, 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 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.
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, 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 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.