IT Manager, User Support Services, College of Natural Sciences

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., * 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., 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., Employees may be required to report violations of law under Title IX and the Jeanne Clery Disclosure of Campus Security Policy and Crime Statistics Act (Clery Act). If this position is identified a Campus Security Authority (Clery Act), you will be notified and provided resources for reporting. Responsible employees under Title IX are defined and outlined in HOP-3031.

Candidates must be authorized to work in the United States on a full-time basis for any employer without sponsorship., * 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., * 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, A criminal history background check will be required for finalist(s) under consideration for this position., * E-Verify Poster (English and Spanish) [PDF]
• Right to Work Poster (English) [PDF]
• Right to Work Poster (Spanish) [PDF]

• 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.

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. If you want your work to have purpose and impact, you’ll find that at UT Austin. The University of Texas at Austin also offers an outstanding benefits package for staff. For more details, please see: https://hr.utexas.edu/prospective/benefits., The Clery Act requires all prospective employees be notified of the availability of the Annual Security and Fire Safety report. You may access the most recent report here or obtain a copy at University Compliance Services, 1616 Guadalupe Street, UTA 2.206, Austin, Texas 78701.