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IT Manager (Multiple Positions) (UPDATED)

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Position Details

Position Information

Title IT Manager (Multiple Positions) (UPDATED)
Department Campus IT Partnerships (9525)
Location Main Campus
Position Summary

Please note: the shift time noted in the ‘Position Summary’ have been modified. Additionally, the ‘Review Start Date’ has been extended to 3/09/2018

The 24/7 IT Support Center, within The University of Arizona, is accepting applications for the position of Information Technology Manager. The 24/7 supports centrally-provided services such as email, network connectivity, and enterprise applications, as well as personally-owned computing equipment for campus community members. Support is delivered either in-person or via phone, chat, remote desktop session, or email. The 24/7 also coordinates with other IT organizations across campus to provide communication regarding system status notifications.

Please note the available shift will be Tuesday – Saturday 10:00am – 7:00pm

The IT Manager will collaborate closely with other leaders in the group to develop and support a team with a strong commitment to customer satisfaction. The IT Manager will oversee the day-to-day activities of both Walk-in and Service Desk operations and identify opportunities for improvement through process change or new campus partnerships

Outstanding UA benefits include health, dental, and vision insurance plans; life insurance and disability programs; paid vacation, sick leave, and holidays; UA/ASU/NAU tuition reduction for the employee and qualified family members; state retirement plan; access to UA recreation and cultural activities; and more!

The University of Arizona has been recognized on Forbes 2015 list of America’s Best Employers in the United States and has been awarded the 2015 Work-Life Seal of Distinction by the Alliance for Work-Life Progress! For more information about working at the University of Arizona, please click here.

Duties & Responsibilities
  • Lead a team of support specialists to provide technology and customer service support.
  • Supervise full-time staff and student workers, including management of time reporting, vacation requests, and completion of performance appraisals.
  • Train, coach, and mentor team members.
  • Ensure timely communication to campus via system status notifications and incident resolution.
  • Define, develop and direct unit missions, scope, operational priorities, standards, policies and implementation plans, including milestones and performance metrics
  • Implement and recommend actions to improve work flow, simplify operational and reporting procedures and improve performance standards.
  • Track and analyze trends in resource usage and generate statistical reports.
  • Assess need for process changes based on request trends and make recommendations for improvements.
  • Identify and recommend end user training programs to increase computer literacy and self-sufficiency.
  • Coordinate staffing and schedule adjustments to support seasonal trends in service requests.
  • Conduct research on emerging products, services, protocols, and standards in support service technologies.
  • Coordinate and perform fixes at the desktop level, including installing and upgrading software, installing hardware, and configuring systems and applications.
Knowledge, Skills, & Abilities

Skill in analyzing operational efficiency.

Minimum Qualifications

Please see Arizona Board of Regents Minimum Qualifications below.

Arizona Board of Regents Minimum Qualifications

Seven years of progressively responsible information technology experience including one year of supervisory experience; OR, Bachelor’s degree in Management Information Systems or a related field AND four years of information technology experience which includes one year of supervisory experience; OR, any equivalent combination of experience, training and/or education.

Preferred Qualifications
  • At least three years of management experience.
  • Experience working with teams in a technical support environment.
  • Experience working in a University environment.
  • Experience developing teams in a support services environment with a focus on delivering an outstanding customer experience.
Full Time/Part Time Full Time
Number of Hours Worked per Week 40
Job Category Computer, Engineering and Technical
Benefits Eligible Yes - Full Benefits
FLSA Exempt
Posted Rate of Pay DOE
Type of criminal background check required: Fingerprint criminal background check (security sensitive due to title or department)

Posting Detail Information

Posting Number S24288
Number of Vacancies Multiple
Desired Start Date
Position End Date (if temporary)
Limited to Current UA Employees No
Contact Information for Candidates

Melanie Hornstein
Human Resources Representative

Open Date 11/17/2017
Review Start Date 03/09/2018
Close Date
Open Until Filled Yes
Special Instructions to Applicant
Quick Link for Internal Postings
Diversity Statement

At the University of Arizona, we value our inclusive climate because we know that diversity in experiences and perspectives is vital to advancing innovation, critical thinking, solving complex problems, and creating an inclusive academic community. We translate these values into action by seeking individuals who have experience and expertise working with diverse students, colleagues and constituencies. Because we seek a workforce with a wide range of perspectives and experiences, we encourage diverse candidates to apply, including people of color, women, veterans, and individuals with disabilities. As an Employer of National Service, we also welcome alumni of AmeriCorps, Peace Corps, and other national service programs and others who will help us advance our Inclusive Excellence initiative aimed at creating a university that values student, staff and faculty engagement in addressing issues of diversity and inclusiveness.

Supplemental Questions

Required fields are indicated with an asterisk (*).

  1. * Where did you first learn about this position?
    • Arizona Daily Star
    • Arizona Republic
    • Chronicle of Higher Education
    • Department of Economic Security (DES)
    • Diverse Issues in Higher Education
    • Hispanic Outlook in Higher Education
    • Jobing.Com
    • LinkedIn
    • Local Job Banks
    • Pima County One-Stop
    • Professional Conference
    • Professional journal/publication
    • Referred by UA Employee
    • Invited by Dept to Apply
    • UA Website
    • Other
  2. * Do you have seven years of progressively responsible information technology experience including one year of supervisory experience; OR, Bachelor's degree in Management Information Systems or a related field AND four years of information technology experience which includes one year of supervisory experience; OR, any equivalent combination of experience, training and/or education?
    • Yes
    • No

Documents Needed to Apply

Required Documents
  1. Resume
  2. Cover Letter
Optional Documents