IT Manager, User Support Services, College of Natural Sciences

IT Manager, User Support Services, College of Natural Sciences The College of Natural Sciences (CNS) at The University of Texas at Austin is committed to fostering a workplace where every employee can contribute at a high level in support of the University’s mission: What starts here changes the world. You’ll be part of a university that is internationally recognized for research, and your work will make a meaningful difference for our students, faculty, and staff. The University of Texas at Austin also offers an outstanding benefits package for staff. For more details, please see: Purpose The IT Manager for User Support Services leads the day‑to‑day delivery of IT support across the College of Natural Sciences, managing a team of desktop specialists and student technicians. This position drives service quality, campus collaboration, and continuous improvement in support of CNS’s research, instruction, and administrative missions. The role reports directly to the Assistant Director of IT Operations and owns the planning, measurement, and communication functions that keep CNS IT support aligned with college goals. Responsibilities Research & Administrative IT Support: Serves as Tier 3 escalation for complex endpoint, software, and connectivity issues impacting research or administrative operations. Tracks support activity for research/admin units and identifies gaps for the Assistant Director. Service Delivery & Team Leadership: Formal supervisory authority over 3 Sr. Desktop Specialists, 1 Desktop Specialist, and 5‑6 student technicians. Leads monthly Service Level Reviews and produces weekly reports for Assistant Director on ticket activity, escalations, staffing, and trends. Instructional & Student Support Enablement: Prioritizes and tracks instructional support requests; coordinates coverage with AV and endpoint teams around academic calendar; develops user communications targeting students and instructional staff; reports on instructional support trends. Campus Collaboration & Resource Alignment: Primary liaison between CNS OIT and all UT campus IT organizations including UT Service Desk, Enterprise Technology, and ISO. Manages escalation workflows, participates in campus IT forums, and maintains departmental IT contacts across CNS. Security Awareness & Compliance Support: Monitors ticket queues for security patterns and escalates to ISO. Ensures desktop team follows CNS/UT endpoint security standards. Coordinates user‑facing security communications. Tracks compliance and vulnerability remediation activity. Process Improvement & Project Support: Evaluates support operations and proposes improvements. Serves as resource to Sr. IT Project Manager on support‑related tasks including deployment coordination and user readiness. Other duties and projects as assigned. Required Qualifications Bachelor’s degree in IT, Computer Science, or related field; or equivalent combination of education and experience. 3+ years of IT support experience with at least 1 year in a supervisory or team lead role. Demonstrated proficiency supporting macOS and Windows environments. Experience with IT service management platforms (e.g., ServiceNow, Jira). Strong written and verbal communication skills, including experience preparing reports and presentations for leadership. Proven ability to manage competing priorities and lead a team in a fast‑paced, mission‑driven environment. Relevant education and experience may be substituted as appropriate. Preferred Qualifications Experience working in higher education IT. Familiarity with UT Austin systems, campus IT structure, and UT Service Desk workflows. Experience with endpoint management platforms such as Jamf, SCCM, Tanium, and Orcharhino. ITIL Foundation certification or equivalent service management knowledge. Experience developing knowledge base content and user‑facing technical communications. Salary Range $90,000 + depending on qualifications Working Conditions This position operates primarily in an office and campus environment. Occasional on‑site presence in server rooms, classrooms, or research lab spaces may be required. The role may require occasional availability outside standard hours during critical incidents or major deployments. Employment Eligibility Candidates must be authorized to work in the United States on a full‑time basis for any employer without sponsorship. If hired, you will be required to complete the federal Employment Eligibility Verification I‑9 form and present acceptable and original documents to prove identity and authorization to work in the United States; failure to do so will result in loss of employment. Equal Opportunity Employer The University of Texas at Austin, as an equal opportunity/affirmative action employer, complies with all applicable federal and state laws regarding nondiscrimination and affirmative action. The University is committed to a policy of equal opportunity for all persons and does not discriminate on the basis of race, color, national origin, age, marital status, sex, sexual orientation, gender identity, gender expression, disability, religion, or veteran status in employment, educational programs and activities, and admissions. Pay Transparency The University of Texas at Austin will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is in response to a formal complaint or charge, in furtherance of an investigation, proceeding, hearing, or action, or consistent with the contractor’s legal duty to furnish information. #J-18808-Ljbffr The University of Texas at Austin