Job Posting Title:IT Manager, User Support Services, College of Natural Sciences
----Hiring Department:College of Natural Sciences
----Position Open To:All Applicants
----Weekly Scheduled Hours:40
----FLSA Status:Exempt from FLSA
----Earliest Start Date:Aug 01, 2026
----Position Duration:Expected to Continue
----Location:UT MAIN CAMPUS
----Job Details:PurposeThe 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.
Required Materials- Resume/CV
- 3 work references with their contact information; at least one reference should be from a supervisor
- Letter of interest
Importantfor applicants who are NOT current university employees or contingent workers: You will be prompted to submit your resume the first time you apply, then you will be provided an option to upload a new Resume for subsequent applications. Any additional Required Materials (letter of interest, references, etc.) will be uploaded in the Application Questions section; you will be able to multi-select additional files. Before submitting your online job application, ensure that ALL Required Materials have been uploaded. Once your job application has been submitted, you cannot make changes.
Important for Current university employees and contingent workers: As a current university employee or contingent worker, you MUST apply within Workday by searching for Find UT Jobs. If you are a current University employee, log-in to Workday, navigate to your Worker Profile, click the Career link in the left hand navigation menu and then update the sections in your Professional Profile before you apply. This information will be pulled in to your application. The application is one page and you will be prompted to upload your resume. In addition, you must respond to the application questions presented to upload any additional Required Materials (letter of interest, references, etc.) that were noted above.
Employment Eligibility:Regular staff who have been employed in their current position for the last six continuous months are eligible for openings being recruited for through University-Wide or Open Recruiting, to include both promotional opportunities and lateral transfers. Staff who are promotion/transfer eligible may apply for positions without supervisor approval.
Retirement Plan Eligibility:The retirement plan for this position is Teacher Retirement System of Texas (TRS), subject to the position being at least 20 hours per week and at least 135 days in length.
Background Checks:A criminal history background check will be required for finalist(s) under consideration for this position.
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