Job Title IT Manager I Agency Texas A&M University - Kingsville Department I Tech Proposed Minimum Salary Commensurate Job Location Kingsville, Texas Job Type Staff Job Description Job Summary The IT Help Desk Manager, under the direction of the Associate Director of IT Services, oversees the day-to-day operations of the ITS Help Desk. This includes managing staff, answering support calls, resolving technical issues, leading projects, and promoting excellent customer service. Essential Duties and Responsibilities + Supports and troubleshoots technical issues over the phone, electronically, and in-person. + Performs limited advanced technical duties in support of operations and team projects. + Promotes high-level customer service and satisfaction. + Leads, motivates, develops, and coaches Help Desk team members. Models ethical, regulatory, and performance standards. Models and promotes the open sharing of information, dedication to the team’s mission, customer commitment, collaboration, and cooperation. + Recruits, hires, and supervises Help Desk staff and student workers. Enforces ethical, regulatory, and performance standards. Manages personnel issues. + Facilitates the analysis of project needs, risks, and recommended solutions. Assists in the development of project or area budgets. Tracks expenditures and revenues. Prioritizes schedules and directs the activities of a project team. Assists in the development of project or task plans, resource estimates, and schedules. Coordinates activities with the management of other organizational units and vendors. Directs the preparation of project documentation and reports for clients and management. Coordinates the evaluation, selection, and purchase of computing resources and consulting services. + Assists in the designs and controls the processes for supporting the delivery of IT Help Desk services. + Assists in monitoring and analyzing operations metrics. Implements continuous improvement methods. + Participates in training and professional development with a special emphasis on leadership development, management, industry related acumen, and project/operations management. The above represents the major duties, responsibilities, and authorities of this job, and is not intended to be a complete list of all tasks and functions. Other duties may be assigned. Additional Responsibilities Under the direction of the Associate Director of IT Services: + Manages the Help Desk ticket queues. + Supervises Help Desk employees. + Develops and updates Help Desk systems, processes, and procedures. + Generates and analyzes reports to support the planning, execution, and monitoring of department operations. + Works in conjunction with all IT divisions to coordinate and resolve technical issues. + Works with faculty and staff to help develop and implement technological needs. + Leads team through the project management life cycle. Minimum Requirements Education –Bachelor’s degree in applicable field or equivalent combination of education and experience. Experience – Three years of related experience in IT. Knowledge of- Knowledge of word processing and spreadsheet applications. Knowledge of basic project and operations management including decision making, scheduling, prioritizing, quality assurance, delegating, monitoring work tasks, reporting, negotiating, basic vendor relations, advanced customer relations skills, proposal writing, business acumen, persuasive communication, and adaptability to change. Knowledge of team leadership skills including motivating team and group processes, team collaboration, empowering, coaching, mentoring, training, ethical integrity, and supervising staff. Industry related skills to include proficiency with the Information Technology Interface Library (ITIL).-Ability to multitask and work cooperatively with others. Excellent written communication, analytical, interpersonal, and organizational skills. Supervision of Others This position generally supervises employees. Preferred Certifications + Comptia A+, Comptia Project+, Microsoft 365 Certified: Modern Desktop Administrator Associate. Preferred Experience Zendesk All positions are security-sensitive. Applicants are subject to a criminal history investigation, and employment is contingent upon the institution’s verification of credentials and/or other information required by the institution’s procedures, including the completion of the criminal history check. Equal Opportunity/Affirmative Action/Veterans/Disability Employer.