Job Profile:
IT Support Manager 2

Job Family:
IT Support Services

Time Type:
Full time

Apply before 11:59 PM Arizona time the day before the posted End Date.

Minimum Qualifications:
Bachelor's degree and five (5) years of experience appropriate to the area of assignment/field including two (2) years managerial experience; OR, Any equivalent combination of experience and/or training from which comparable knowledge, skills and abilities have been achieved.

Job Profile Summary:
Develops and schedules operational work plans for an information technology unit or service to ensure that departmental standards and expectations are realized.

Job Description:

Position Salary Range:$82,000 - $100,000 per year; DOE

Mary Lou Fulton College for Teaching and Learning Innovation (MLFC) is seeking a collaborative and service-oriented Manager of Information Technology to lead the college's IT support operations. This hands-on leadership role oversees the IT support team while providing direct technical support to faculty, staff, and student workers. The manager is responsible for guiding daily operations, coordinating team workloads, setting priorities, and ensuring timely resolution of technology-related issues. Working closely with ASU Enterprise Technology and campus partners, this role helps advance technology initiatives, maintain secure and reliable computing environments, and continuously enhance IT services that support the college's mission.

Mary Lou Fulton College operates on the Tempe and West Valley campuses. This is an in-office position with travel being required between campuses as needed.

Essential Duties:

• Oversee daily IT Support operations, including workflow management, task assignment, priority setting, service-level monitoring, and adherence to operational standards and deadlines. This includes hands-on management of technical and administrative functions to support small teams of technicians.
• Serves as a working manager by providing in-person and remote desktop, software, hardware, and technology support, including resolution of escalated or complex technical issues.
• Provides ongoing performance management for IT Support technicians, including coaching, feedback, guidance, direction, and semiannual Check-Ins to support accountability, growth, and service excellence.
• Plan, coordinate, and oversee the daily operations of IT support services to ensure timely, high-quality customer service.
• Applies standard computer images with authorized software to computers to ensure consistent configurations using OS deployment tools such as SCCM, JAMF, and Intune.
• Consults with faculty, staff, researchers and/or administrators regarding applications and existing resources to meet operational needs. Including potential software and hardware purchases.
• Manages projects related to applications (networking, software, implementation, security).
• Collaborates with ASU Enterprise Technology and other university partners to ensure effective delivery of enterprise applications, systems, and services.
• Manage technology assets and maintain accurate inventory of all computers and peripheral equipment, lifecycle planning, deployment, relocation, return, and replacement requests.
• Ensure compliance with university IT policies, security standards, and best practices.
• Coordinates and participates in technology projects, equipment deployments, office moves, process improvements, documentation updates, and other initiatives supporting academic and administrative operations.
• Maintain effective communication with college leadership regarding technology needs, priorities, and service performance.
• Participate in formulation of the department's technology plans and policies.

Desired Qualifications:

• Strong knowledge of management and supervisory principles, with demonstrated ability to effectively manage, supervise, and evaluate staff.
• Knowledge of client management software administration (e.g. SCCM, JAMF, Intune, ServiceNow)
• Experience troubleshooting computer hardware and software issues (cross platform), and data recovery methods
• Experience utilizing support ticket tracking systems (e.g. ServiceNow, Salesforce)
• Experience working with a variety of operating systems (e.g. Windows, Mac, iOS, Android)
• Strong understanding of networked environments using Active Directory, TCP/IP, Ethernet, and wireless configurations.
• Experience working with Microsoft Office 365 tools (Office Suite, SharePoint, Visio, Project) and Google Workspace tools (Docs, Sheets, Forms, etc.)
• Experience working with videoconferencing tools (Zoom, Zoom Rooms, Microsoft Teams, etc.)
• Experience providing customer service (e.g. in-person, by phone, and remotely)
• Demonstration of effective communication skills, including both written and verbal, and the ability to communicate with non-technical stakeholders
• Knowledge of current and future trends in computing technologies and management practices.
• Knowledge and understanding of the research and administrative functions of area assigned.
• Skill in planning for information resources and technology.
• Skill in establishing and maintaining effective working relationships.
• Ability to prioritize and budget own time and the time of direct reports.

Working Environment:

• Activities are performed in an environmentally controlled office setting and involve extended periods of sitting, keyboarding, and use of a computer mouse
• Position may require travel between campus locations or buildings for meetings or job-related tasks
• Regular activities require the ability to manage and adjust to changing priorities, including handling time-sensitive tasks and resolving conflicts.
• MLFC supports flexible work options for certain positions, such as alternate work schedules and hybrid remote arrangements, subject to approvals per ASU policy.

Driving Requirement:
Driving is not required for this position.

Location:
Campus: Tempe

Funding:
No Federal Funding

Instructions to Apply:

Current employees, student workers seeking staff opportunities, and students applying for student worker positions must apply directly through the Workday Jobs Hub.

To be considered, your application must include all of the following attachments:

• Cover letter
• Resume or CV

Multiple documents may be uploaded in the attachments section. Alternatively, applicants may combine all required materials into a single PDF for submission. Please ensure uploaded documents are clearly labeled and include your name.

Please ensure your resume includes all employment information in month and year format, for example 6/04 to 8/14, along with job title, job duties, and employer name for each position. Your resume should clearly demonstrate how your experience and background meet the minimum and desired qualifications for this position. Incomplete applications or missing required materials may not be considered.

Important: Do not withdraw your application to make edits. Once an application is withdrawn, it cannot be edited, reactivated, or replaced with a new submission. If you have questions or need assistance, please contact The Office of Human Resources Talent Acquisition before the posting close date.

Graduate Assistant, Intern and part-time positions are counted as half time for experience equivalency, meaning one year equals six months of experience.

Only electronic applications will be accepted for this position. By submitting an application, you confirm that the information provided is accurate and complete.