It Support Manager

Job Description

IT SUPPORT MANAGER

Req #: 223530 Department: INFORMATION SCHOOL Job Location: Seattle Campus Posting Date: 06/09/2023 Closing Info: Open Until Filled Salary: $6916 - $8166 per month Other Compensation: Shift: First Shift Benefits: As a UW employee, you will enjoy generous benefits and work/life programs. For a complete description of our benefits for this position, please visit our website, click here.
Although open until filled and priority application date is June 25, 2023, review of applications will begin immediately. As a UW employee, you have a unique opportunity to change lives on our campuses, in our state and around the world. UW employees offer their boundless energy, creative problem-solving skills and dedication to build stronger minds and a healthier world.
UW faculty and staff also enjoy outstanding benefits, professional growth opportunities and unique resources in an environment noted for diversity, intellectual excitement, artistic pursuits and natural beauty.
Position Purpose
The Information School Information Technology (IT) unit currently serves more than 150 permanent faculty and staff and over 900 students. The IT Support Manager leads the Information School’s helpdesk in creating policies and procedures to ensure all faculty, staff, and students are properly supported. They oversee aspects of physical equipment including equipment inventory and have a strong focus on facilitating work and collaboration via technology within the iSchool, which is a hybrid environment. The IT Support Manager does this by identifying, deploying, supporting, and administering software and hardware solutions for collaboration and training users how best to use them.
There is an expectation that the person in this position will step up where they see an opportunity to apply their special expertise or talents, speak up when they identify opportunities or concerns, and lead by taking actions that exemplify the Information School’s core values. This leadership may be expressed in diverse ways, reflecting the variety of styles and cultures that are represented by Information School faculty and staff.
Position Responsibilities
IT Administration and Management – 50%
Manage hourly student assistant employees who support all helpdesk functions.
Serve as liaison between IT and iSchool faculty, staff, and students regarding IT support needs.
Acquire, create, and support services and solutions to meet user needs.
Serve as primary SharePoint admin, provide consulting services and training to intranet stakeholders.
Develop and implement plans for growth and maintenance of user services and support and participate in budgetary planning and decision-making with the Director of IT.
Under the general direction of the Director of IT create and maintain access control systems, polices, and procedures using UW Groups and other access control lists and systems.
Manage and support web hosting accounts for faculty, staff, and student orgs.
Maintain inventory of all iSchool equipment, including some equipment delegated as supplies.
Administer helpdesk ticketing system.
Following defined policies and procedures, occasionally purchase one-off end-user equipment.
Advise Director of IT on needed policy changes and additions.
Serve as primary admin of numerous services that support iSchool users; Mailman, Teams, SharePoint, Qualtrics, Slack, and others.
Serve as backup to the IT Deployment Specialist. Following documentation, be able to deploy images to faculty and staff machines using deployment services such as Windows Deployment Toolkit and JAMF; Restore end-user backups to their machines; Troubleshoot technical problems that end-users face.
Faculty, Staff, and Student Support – 30%
Leveraging hourly student assistant employees:
Serve together as first point of contact for all support requests via email, phone, support tickets, and walk-ins.
Maintain checkout equipment and manage delegation of loaner equipment.
Maintain physical equipment located in iSchool computer classrooms and labs.
Provide support for A/V installations in iSchool learning spaces and conference rooms.
Delegate access to systems and services.
Training and Documentation – 10%
Create and maintain helpdesk ticket routing and script documentation.
Participate in the creation and evolution of IT strategy, security plan, service catalog, and other high-level IT documentation.
Creating training materials including articles, documentation, and videos for common or recurring support related needs.
Make IT announcements and perform training at various iSchool meetings.
Other – 10%
Attend All School, staff meetings, and University meetings relating to IT.
Participate in campus committees and user groups relating to IT.
Participate in professional development opportunities to expand knowledge base for the position, not just in terms of technical knowledge but also in terms of leadership and management skills.
Participate in IDEAS (Inclusion, Diversity, Equity, Access, and Sovereignty) trainings.
Maintain vendor relations with service providers, get quotes, and with approval purchase and renew subscriptions to services.
Other duties as assigned.
Supervisory Responsibilities
The person in this position will hire, train, supervise, and manage hourly student workers who support helpdesk functionality. They create processes, procedures, and support scripts for staff to follow so they may work independently to answer support requests without unnecessarily escalating issues to others within IT.
Position Dimensions and Impact to the University
The IT Support Manager provides leadership and input into all activities related to IT within the Information School. As a school that utilizes technology in all that we do, the IT Support Manager increases the efficiency of administrative staff, provides assistance to faculty that are incorporating technology into their class and research initiatives, and helps everyone within the iSchool community to better utilize the technology resources that are available to us. The iSchool is frequently seen as an exemplar of how technology can be most effectively utilized, managed, and supported. The person in this role will frequently be setting an example for recommendations and guidance by IT support staff in other units across the iSchool and the UW.
Position Complexities
The person in this position is required to work both independently and collaboratively with others in IT. They are a leading voice in all IT concerns related to services and support of end users. They must represent IT with a positive and inviting demeanor to foster a sense of collaboration and community where everyone is recognized as a peer and part of our shared community. In all duties, staff at the iSchool are expected to consider IDEAS (Inclusion, Diversity, Equity, Access, and Sovereignty).
Information technology is an ever-evolving discipline and new services, systems, and best practices are expected to be enthusiastically embraced when brought to our users. This position supports a wide variety of technology and is required to learn on the fly to support other users.
This position also manages student workers and covers the helpdesk when the students are not available. This is a dynamic work environment that is occasionally stressful and requires managing multiple activities and competing priorities. Due to scheduled IT lab and lab updates, occasional work outside of regular business hours may be required.
Minimum Requirements
Bachelors degree in Informatics, Information Technology, or related field.
At least three years of information technology experience such as analyzing, designing, installing, maintaining, or programming computer software applications, hardware, or telecommunications or network infra-structure equipment, or providing customer or technical support in information technology.
At least two years of experience working in a technical support environment with responsibility to create and maintain processes and procedures that govern support actions.
At least one year of experience managing others in a technical support environment.
Equivalent education/experience will substitute for all minimum qualifications except when there are legal requirements, such as a license/certification/registration.
Additional Requirements
Expert understanding of SharePoint administration within SharePoint environments.
Experience providing support for Microsoft Windows and Mac environments, and a wide variety of desktop software applications from multiple vendors.
Ability to communicate with various levels of users to understand and resolve issues.
Expert level knowledge of Windows and Mac end-user environments.
Demonstrated success in working with diverse populations and those with various backgrounds and familiarity or comfort with technology.
Ability to contribute independent thought while working in collaborative teams.
Excellent written and verbal communication skills.
Ardent desire and willingness to learn modern technologies and keep up with trends in IT.
Desired Qualifications
Bachelor's degree in computer science, Informatics, Information Management, or related field.
One year of experience with Windows Deployment Services, Microsoft Deployment Toolkit, Group Policy, JAMF Pro, and/or other deployment systems.
Demonstrated ability to provide faculty and classroom support in an academic environment and ability to plan, manage, and implement tasks in a complex university setting.
Familiarity with Linux operating system, particularly with end-user support.
Application Process: The application process may include completion of a variety of online assessments to obtain additional information that will be used in the evaluation process.These assessments may include Work Authorization, Cover Letter and/or others. Any assessments that you need to complete will appear on your screen as soon as you select “Apply to this position”. Once you begin an assessment, it must be completed at that time; if you do not complete the assessment, you will be prompted to do so the next time you access your “My Jobs” page. If you select to take it later, it will appear on your "My Jobs" page to take when you are ready. Please note that your application will not be reviewed, and you will not be considered for this position until all required assessments have been completed.

Committed to attracting and retaining a diverse staff, the University of Washington will honor your experiences, perspectives and unique identity. Together, our community strives to create and maintain working and learning environments that are inclusive, equitable and welcoming.

The University of Washington is an affirmative action and equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, gender expression, national origin, age, protected veteran or disabled status, or genetic information.

To request disability accommodation in the application process, contact the Disability Services Office at 206-543-6450 or [email protected] .

Applicants considered for this position will be required to disclose if they are the subject of any substantiated findings or current investigations related to sexual misconduct at their current employment and past employment. Disclosure is required under Washington state law .

COVID-19 VACCINATION REQUIREMENT

Employees of the University of Washington are required to be fully vaccinated against COVID-19 unless a medical or religious exemption is approved. Being fully vaccinated means that an individual is at least two weeks past their final dose of an authorized COVID-19 vaccine regimen. As a condition of employment, newly hired employees will be required to provide proof of their COVID-19 vaccination. View the Final candidate guide to COVID-19 vaccination requirement webpage for information about the medical or religious exemption process for final candidates.

Apply for this job