IT Manager

IT Manager I Agency Texas A&M University Department Technology Services
- Academic Operations

Job Location:

College Station, Texas

Job Type: Staff

A Glimpse of the job:
The Information Technology (IT) Manager I leads the Technology Services
- Veterinary Medicine Service Desk consisting of full-time staff and student technicians, and performs technical duties in support of team projects and operations, to ensure the highest level of customer service for the College of Veterinary Medicine & Biomedical Sciences (VMBS).

• Leads and develops the Service Desk team, including recruiting, training, coaching, and supervising staff and student workers.
• Models and enforces ethical, regulatory, and performance standards, promoting collaboration and dedication to customer service.
• Manages personnel issues, coordinates work schedules, and oversees employee evaluations and assessments.
• Oversees IT service delivery processes, monitors operations metrics, and implements continuous improvement initiatives.
• Participates in project management, including planning, risk analysis, coordinating activities, and preparing project documentation.

• Builds and maintain strong relationships with customers and vendors, serving as a knowledgeable resource for both internal and external stakeholders.
• Provides expert guidance, recommendations, and training on hardware and software products, including advanced and specialized applications.
• Creates and maintains knowledge documentation, monitors ticket resolution, and identifies trends, major incidents, and problems.
• Ensures timely, meaningful communication with customers regarding tickets, incidents, and problem resolution.

• Leads and coordinates technical activities for IT projects and operational teams, ensuring effective collaboration and smooth project execution.
• Provides technical support and troubleshooting for end users, hardware, software, and connectivity issues, including resolving major incidents.
• Assists in new technology deployments and works with IT personnel to address procedural and technical challenges.

• Coordinates installation, maintenance, and repair of hardware and software across critical and non-critical environments, ensuring proper operation and support.
• Handles warranty procedures and works with vendors to resolve hardware and software issues, providing primary administration for moderately complex systems.
• Supports production control, disaster recovery, networking, security compliance, and provides technical oversight for adherence to unit standards.

• Utilizes TAMU inventory control procedures.
• Serves as the VMBS departmental liaison for the annual inventory certification.
• Oversees and maintains records of non-inventoried items (other hardware, software).

• Ensures all work is accurate and is responsible for reporting, training, and documentation in accordance with TAMU, VMBS, and IT standards and/or project quality standards.
• Produces reports for management and/or users including resource and budget estimates, status and progress reports, major incident and problem reports, utilization reports, and ad hoc reports.
• Helps develop end user training and related documentation.
• Creates, coordinates, reviews, and maintains documentation related to Service Desk operations and end user support including support methods, procedures, and knowledge articles for IT and customers.

• Supports the success and objectives of unit IT.
• Maintains a positive relationship with other personnel, IT units, and VMBS departments.
• Provides on-call support on nights and weekends as needed.
• Participates in training and professional development with a special emphasis on leadership development, management, industry related acumen, and project/operations management.
• Serves on TAMU, VMBS, or IT committees as assigned or nominated.

What you need to know Salary: $64,000 annually

• Bachelor’s degree or equivalent combination of education and experience.
• Three years of information technology experience, which includes at least 1 year of supervising and/or leading IT project teams.

• Knowledge of basic project and operations management including decision making, scheduling, prioritizing, quality assurance, delegating, monitoring tasks, reporting, basic vendor relations, advanced customer relations skills, and…