IT Operations Manager

Job Description

Reporting to the College of Architecture, Arts, and Design's IT Director, the Manager of IT Operations leads day-to-day IT support for the college. The position owns the support queue, serves as the escalation point for end user/help desk team, provides technical support for the college's computer labs, and supervises the student wage triage team. The Manager sets the support priorities and directs the resolution of support issues within university policy and approved resources. They work in close partnership with the AAD Lab Operations Manager who defines the college's lab requirements, schedules, and priorities. Matters involving significant spending, policy changes, or personnel matters, the Manager elevates to and partners with the Director of IT to resolve A successful candidate will be customer focused, have strong attention to detail, and an ability to communicate at the appropriate level to a wide range of audiences. Additionally, they will demonstrate an ability to foster a work environment that promotes high quality, prompt, and responsive user support services. The position demands may be variable and therefore, the position requires flexibility and adaptability to shifting priorities.

Employees in the College of Architecture, Arts, and Design (AAD) are expected to demonstrate professional conduct, institutional citizenship, and core workplace competencies as essential elements of successful performance. These expectations align with both Virginia Tech's Principles of Community and the university's performance competency domains, spanning communication, engagement, professionalism, and teamwork.

AAD personnel are expected to act with integrity, treat others with dignity, civility, and respect, and contribute to an inclusive, collaborative, and service-oriented workplace. Specifically, employees in the college are expected to:
• communicate constructively,
• adhere to applicable policies and procedures,
• support the college and university mission,
• use university resources responsibly,
• exercise sound judgment,
• accept accountability for decisions and outcomes,
• collaborate effectively, and
• remain open to feedback, learning, and continuous improvement.

Additionally, those who supervise, manage, or lead others are also expected to model and reinforce these competencies. In their roles, they are to:
• set clear expectations with their team members,
• communicate transparently,
• support the professional development of their team,
• foster an inclusive environment,
• address concerns in a timely, appropriate fashion,
• encourage collaboration, and
• promote accountability within their teams.

Required Qualifications
• Relevant certifications/training and progressively advanced experience
• Experience providing technical support for Windows and macOS computers, including diagnosing complex problems.
• Experience leading, training, or supervising others.
• Experience using a ticketing or service management system.
• Exceptional communication skills, strong customer service orientation, and patience working with users with varied technical experience.

Preferred Qualifications
• Experience supervising employees, including student employees.
• Experience supporting computer labs or classrooms, including imaging and software deployment.
• Experience with Microsoft Intune, JAMF, Microsoft 365, Adobe applications, or similar tools.
• Experience with Active Directory and Windows Server administration.
• Experience with IT purchasing, asset management, or budget tracking
• Experience with scripting, automation, or AI-assisted tools.

Pay Band

4

Overtime Status

Non-Exempt: Eligible for overtime

Appointment Type

Regular

Salary Information

$60,000 - 68,000

Hours per week

40 hours per week

Review Date

October 19, 2026

Additional Information

This position is eligible for a hybrid work arrangement of up to one day of telework per week following a fully onsite onboarding period to support successful training and transition.

Visa sponsorship is not available for this position. The successful candidate will be required to have a criminal conviction check.


About Virginia Tech

Dedicated to its motto, Ut Prosim (That I May Serve), Virginia Tech pushes the boundaries of knowledge by taking a hands-on, transdisciplinary approach to preparing scholars to be leaders and problem-solvers. A comprehensive land-grant institution that enhances the quality of life in Virginia and throughout the world, Virginia Tech is an inclusive community dedicated to knowledge, discovery, and creativity. The university offers more than 280 majors to a diverse enrollment of more than 36,000 undergraduate, graduate, and professional students in eight undergraduate colleges, a school of medicine, a veterinary medicine college, Graduate School, and Honors College. The university has a significant presence across Virginia, including Blacksburg, the greater Washington, D.C. area, the Health Sciences and Technology Campus in Roanoke, sites in Newport News and Richmond, and numerous Extension offices and research institutes. A leading global research institution, Virginia Tech conducts more than $650 million in research annually.

Virginia Tech endorses and encourages participation in professional development opportunities and university shared governance. These valuable contributions to university shared governance provide important representation and perspective, along with opportunities for unique and impactful professional development.

Virginia Tech does not discriminate against employees, students, or applicants on the basis of age, color, disability, sex (including pregnancy), gender, gender identity, gender expression, genetic information, ethnicity or national origin, political affiliation, race, religion, sexual orientation, or military status, or otherwise discriminate against employees or applicants who inquire about, discuss, or disclose their compensation or the compensation of other employees or applicants, or on any other basis protected by law.

If you are an individual with a disability and desire an accommodation, please contact Erin Kowtko at View email address on click.appcast.io during regular business hours at least 10 business days prior to the event.

Each agency within the Commonwealth of Virginia is dedicated to recruiting, supporting, and maintaining a competent and diverse work force. Equal Opportunity Employer