IT Support Manager
Athens , GA
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Job Description
Posting Details
Posting Details
Posting Number
S10985P
Working Title
IT Support Manager
Department
VPR-Research IT
About the University of Georgia
Since our founding in 1785, the University of Georgia has operated as Georgia's oldest, most comprehensive, and most diversified institution of higher education (). The proof is in our more than 235 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 3,000 faculty and more than 7,700 full-time staff. The University's enrollment exceeds 40,000 students including over 30,000 undergraduates and over 10,000 graduate and professional students. Academic programs reside in 18 schools and colleges, as well as a medical partnership with Augusta University housed on the UGA Health Sciences Campus in Athens.
About the College/Unit/Department College/Unit/Department website Posting Type
External
Retirement Plan
TRS or ORP
Employment Type
Employee
Benefits Eligibility
Benefits Eligible
Full/Part time
Full Time
Work Schedule Additional Schedule Information
Monday - Friday; 8:00 a.m. - 5:00 p.m.
Advertised Salary
Commensurate with Experience
Posting Date
09/12/2023
Open until filled
No
Closing Date
09/18/2023
Proposed Starting Date
10/01/2023
Special Instructions to Applicants Location of Vacancy
Athens Area
EEO Policy Statement
The University of Georgia is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, ethnicity, age, genetic information, disability, gender identity, sexual orientation or protected veteran status. Persons needing accommodations or assistance with the accessibility of materials related to this search are encouraged to contact Central HR (hrweb@uga.edu).
Position Information
Classification Title
IT (Information Technology) Professional
FLSA
Exempt
FTE
1.00
Minimum Qualifications
Requires at least a baccalaureate degree in the field. Please contact your Human Resources office for an evaluation of education/experience in lieu of the required minimum qualifications.
Preferred Qualifications 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
Five years of experience in managing large end-user device environments; experience maintaining large device inventories; experience utilizing automated management tools in this type of environment; extensive experience with customer interaction and client support; experience in maintaining comprehensive knowledgebase documentation and leveraging this documentation in unit processes.
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 website.
Duties/Responsibilities
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
35
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 OR building networks.
Ensure campus network connectivity to all OR buildings. Monitor OR building networks for issues and recommend upgrade or retrofit projects for building networks as appropriate.
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 documentated 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
The University of Georgia is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender identity, sexual orientation, national origin, disability, or protected veteran status.
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Job Summary
Company
University of Georgia
Start Date
As soon as possible
Employment Term and Type
Regular, Full or Part Time
Required Education
Bachelor's Degree
Required Experience
5+ years