IT Support Manager

Posting Number: S15719P Working Title: IT Support Manager Department: VPR-Research IT About the University of Georgia: Chartered by the state of Georgia in 1785, the University of Georgia is the birthplace of public higher education in America and is the state’s flagship university ( The proof is in our more than 240 years of academic and professional achievements and our continual commitment to higher education. UGA is currently ranked among the top 20 public universities in U.S. News & World Report. The University’s main campus is located in Athens, approximately 65 miles northeast of Atlanta, with extended campuses in Atlanta, Griffin, Gwinnett, and Tifton. UGA employs approximately 3,100 faculty and more than 7,700 full-time staff. The University’s enrollment exceeds 41,000 students including over 31,000 undergraduates and over 10,000 graduate and professional students. Academic programs reside in 19 schools and colleges, including our newly established School of Medicine. Posting Type: External Retirement Plan: TRS or ORP Employment Type: Employee Benefits Eligibility: Benefits Eligible Full/Part time: Full Time Additional Schedule Information: Monday through Friday, 8:00 am- 5:00 pm Advertised Salary: Commensurate with Experience Posting Date: 09/08/2026 Open until filled: Yes Proposed Starting Date: 10/19/2026 Special Instructions to Applicants: Please note that successful applicants are responsible for ensuring their eligibility to work in the United States (i.e., a citizen or national of the United States, a lawful permanent resident, a foreign national authorized to work in the United States without need of employer sponsorship) on or before the effective date of your appointment and maintain eligibility without sponsorship throughout your appointment Location of Vacancy: Athens Area EEO Policy Statement: The University of Georgia is an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to age, color, disability, genetic information, national origin, race, religion, sex, or veteran status or other protected status. Persons needing accommodations or assistance with the accessibility of materials related to this search are encouraged to contact Central HR (View email address on click.appcast.io). USG Core Values Statement: The University System of Georgia is comprised of our 25 institutions of higher education and learning, as well the System Office. Our USG Statement of Core Values are Integrity, Excellence, Accountability, and Respect. These values serve as the foundation for all that we do as an organization, and each USG community member is responsible for demonstrating and upholding these standards. More details on the USG Statement of Core Values and Code of Conduct are available in USG Board Policy 08.02.18.01.02. Additionally, USG supports Freedom of Expression as stated in Board Policy 06.05 Freedom of Expression and Academic Freedom. Classification Title: IT Support Professional II FLSA: Exempt FTE: 1.00 Minimum Qualifications: Bachelor’s degree in computer science or a related field, or equivalent and 2 years of professional experience Position Summary: This position is responsible for supporting the IT needs of Office of Research (OR) users; managing the daily IT device inventory and maintenance for OR; managing the daily functioning of OR building networks; ensuring comprehensive communications with other UGA IT units; ensuring that the OR IT support team is properly trained and maintains robust documentation of OR IT unit functions. Knowledge, Skills, Abilities and/or Competencies: Ability to manage large end-user device environments; Ability to maintain large device inventories; Ability to utilize automated management tools in this type of environment; Ability to interact with customers and offer client support; Knowledge of maintaining comprehensive knowledgebase documentation and the ability to leverage this documentation in unit processes Knowledge of and the ability to attain the certifications below: CompTIA A+ MS-900 MD-102 Endpoint Administrator Security+ Apple Device Support Physical Demands: Standing, walking, stooping, sitting, lifting up to 30 pounds. Is driving a responsibility of this position? Yes Is this a Position of Trust? Yes Does this position have operation, access, or control of financial resources? No Does this position require a P-Card? : No Is having a P-Card an essential function of this position? : No Does this position have direct interaction or care of children under the age of 18 or direct patient care? No Does this position have Security Access (e.g., public safety, IT security, personnel records, patient records, or access to chemicals and medications): Yes Credit and P-Card policy: Be advised a credit check will be required for all positions with financial responsibilities. For additional information about the credit check criteria, visit the UGA Credit Background Check website. Background Investigation Policy: Offers of employment are contingent upon completion of a background investigation including, a criminal background check demonstrating your eligibility for employment with the University of Georgia; confirmation of the credentials and employment history reflected in your application materials (including reference checks) as they relate to the job-based requirements of the position applied for; and, if applicable, a satisfactory credit check. You may also be subject to a pre-employment drug test for positions with high-risk responsibilities, if applicable. Please visit the UGA Background Check website. Duties/Responsibilities: End User Support Directly work with OR personnel to address needs and requests as submitted into the OR IT ticketing system.Each support interaction should focus on long term systemic resolutions, ensure customer satisfaction, and outcomes/SOP changes should be fully documented. Percentage of time: 40 Duties/Responsibilities: Device Inventory Management Ensure that the status, location, warranty status, and user of all OR devices are comprehensively recorded and maintained within the OR IT inventory system. Recommend device replacement to unit leadership as devices age out of their functional lifespan. Recommend device brand and type replacement during yearly refresh cycles. Stay current on offerings and known problems with major vendor product offerings. Percentage of time: 20 Duties/Responsibilities: Communications With Other UGA IT Units Keep abreast of major IT projects happening within UGA EITS and other UGA IT units. Maintain lines of communication with the leadership of other UGA IT units and keep abreast of lessons learned/issues that other units encounter so that ORIT can learn from these experiences. Percentage of time: 5 Duties/Responsibilities: Manage Team Support Assignments and Special Projects Ensure OT IT support personnel are utilizing their time effectively. Ensure that all support tickets are completed and documented in a comprehensive manner. Ensure that OR IT support personnel are utilizing best practices when developing resolutions. Percentage of time: 15 Duties/Responsibilities: Manage Team Training and Documentation Ensure OR IT support team has the knowledge to provide top-tier support to all supported units. When necessary, identify training opportunities to maintain excellence or to fill knowledge gaps. Ensure unit best practices and SOPs are fully documented, and that this documentation is read and followed. Percentage of time: 10 Duties/Responsibilities: Manage Team Schedules, Leave Approvals, Disciplinary Actions, and Annual Reviews Approve leave requests, approve time sheets, and be directly involved with OR HR during discussions regarding support staff. Complete annual reviews, including all paperwork and face-to-face meetings. Percentage of time: 10 Contact Details: For questions concerning this position or recruitment progression, please refer to the Recruitment Contact listed below. Recruitment Contact Name: Gary Rachel Recruitment Contact Email: View email address on click.appcast.io #J-18808-Ljbffr