IT Manager, User Support Services, College of Natural Sciences

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:

General Notes The College of Natural Sciences (CNS) at The University of Texas at Austin is committed to fostering a workplace where every employee can contribute at a high level in support of the University’s mission:
What starts here changes the world. Learn more about CNS at Home | College of Natural Sciences.

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: (Use the "Apply for this Job" box below)..

Candidates must be authorized to work in the United States on a full-time basis for any employer without sponsorship.

Purpose 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.

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 experience3+ 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., Service Now, 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…