IT Manager I

IT Manager I Agency Texas A&M University Department Technology Services - Academic Operations Job Location: College Station, Texas Job Type: Staff A Glimpse of the job: The Information Technology (IT) Manager I leads the Technology Services - Veterinary Medicine Service Desk consisting of full-time staff and student technicians, and performs technical duties in support of team projects and operations, to ensure the highest level of customer service for the College of Veterinary Medicine & Biomedical Sciences (VMBS). Essential Duties and Tasks Service Desk Administration and Operations Leads and develops the Service Desk team, including recruiting, training, coaching, and supervising staff and student workers. Models and enforces ethical, regulatory, and performance standards, promoting collaboration and dedication to customer service. Manages personnel issues, coordinates work schedules, and oversees employee evaluations and assessments. Oversees IT service delivery processes, monitors operations metrics, and implements continuous improvement initiatives. Participates in project management, including planning, risk analysis, coordinating activities, and preparing project documentation. Customer Support Builds and maintain strong relationships with customers and vendors, serving as a knowledgeable resource for both internal and external stakeholders. Provides expert guidance, recommendations, and training on hardware and software products, including advanced and specialized applications. Creates and maintains knowledge documentation, monitors ticket resolution, and identifies trends, major incidents, and problems. Ensures timely, meaningful communication with customers regarding tickets, incidents, and problem resolution. Technical Support Leads and coordinates technical activities for IT projects and operational teams, ensuring effective collaboration and smooth project execution. Provides technical support and troubleshooting for end users, hardware, software, and connectivity issues, including resolving major incidents. Assists in new technology deployments and works with IT personnel to address procedural and technical challenges. Equipment Coordination Coordinates installation, maintenance, and repair of hardware and software across critical and non-critical environments, ensuring proper operation and support. Handles warranty procedures and works with vendors to resolve hardware and software issues, providing primary administration for moderately complex systems. Supports production control, disaster recovery, networking, security compliance, and provides technical oversight for adherence to unit standards. Inventory Control Utilizes TAMU inventory control procedures. Serves as the VMBS departmental liaison for the annual inventory certification. Oversees and maintains records of non-inventoried items (other hardware, software). Reporting and Documentation Ensures all work is accurate and is responsible for reporting, training, and documentation in accordance with TAMU, VMBS, and IT standards and/or project quality standards. Produces reports for management and/or users including resource and budget estimates, status and progress reports, major incident and problem reports, utilization reports, and ad hoc reports. Helps develop end user training and related documentation. Creates, coordinates, reviews, and maintains documentation related to Service Desk operations and end user support including support methods, procedures, and knowledge articles for IT and customers. Unit Goals and Outcomes Supports the success and objectives of unit IT. Maintains a positive relationship with other personnel, IT units, and VMBS departments. Provides on-call support on nights and weekends as needed. Participates in training and professional development with a special emphasis on leadership development, management, industry related acumen, and project/operations management. Serves on TAMU, VMBS, or IT committees as assigned or nominated. What you need to know Salary: $64,000 annually Required Education and Experience Bachelor’s degree or equivalent combination of education and experience. Three years of information technology experience, which includes at least 1 year of supervising and/or leading IT project teams. Preferred Qualifications Knowledge of basic project and operations management including decision making, scheduling, prioritizing, quality assurance, delegating, monitoring tasks, reporting, basic vendor relations, advanced customer relations skills, and persuasive communication. Experience leading an IT Help Desk / Service Desk. Experience directly supervising full-time staff, including setting expectations, conducting performance evaluations, and addressing performance concerns. Experience recruiting, onboarding, and training student technicians or a student worker program. Experience supporting teaching, hospital, and research equipment. Experience in higher education supporting faculty, students, and research staff. Experience supporting classroom and teaching-lab technology during active academic terms. Experience administering or configuring an ITSM platform and developing service metrics and reporting service performance to leadership. Experience with endpoint management at scale (Microsoft Intune, JAMF, or Configuration Manager). Experience supporting environments with regulated or sensitive research data. Experience with IT procurement, vendor management, and hardware refresh planning. ITIL Foundation Certificate in IT Service Management. Knowledge, Skills, and Abilities Knowledge, Skills, and Abilities in computer and peripheral (i.e., printers and scanners) hardware, operating systems (i.e., Windows, MacOS, and Linux), software support, remote assistance tools, ticketing applications, authentication and directory services, creation and/or management of user accounts. Knowledge of team leadership skills includes motivating team and group processes, team collaboration, empowering, coaching, mentoring, training, ethical integrity, and supervising staff. Industry related skills to include proficiency with the Information Technology Interface Library (ITIL). Ability to multitask and work cooperatively with others. Excellent written communication, analytical, interpersonal, and organizational skills. Physical Requirements Ability to lift and/or move medium weight objects. Other Requirements and Factors Ability to maintain the security and integrity of critical infrastructure, which may include communications systems, computer networks and systems, cybersecurity systems, electrical grid, hazardous waste treatment system or water treatment system. This position is security sensitive. This position requires compliance with state and federal laws/codes and Texas A&M University System/TAMU policies, regulations, rules and procedures. All tasks and job responsibilities must be performed safely without injury to self or others in compliance with System and University safety requirements. This role may require working outside of standard office hours, including evenings, weekends, and holidays, to support the demands of technology services and ensure the seamless operation of essential systems. Equal Opportunity/Veterans/Disability Employer. The Texas A&M University System is one of the largest systems of higher education in the nation, with a statewide network of twelve universities, eight state agencies, a comprehensive health science center, Texas A&M-Fort Worth and Texas A&M-RELLIS. The A&M System is committed to providing an educational and work environment that is conducive to the personal and professional development of each employee. Each member institution provides equal opportunity and access to all students, employees and prospective employees. #J-18808-Ljbffr Texas A&M University