Job Title IT Manager II Agency West Texas A&M University Department Chief Information Officer Proposed Minimum Salary Commensurate Job Location Canyon, Texas Job Type Staff Job Description The A&M System strives to maintain a competitive, high-quality benefit package to support the health and wellness needs of our workforce. This includes comprehensive health and welfare insurance plans, additional health and lifestyle programs, and optional retirement savings opportunities. Eligible employees will have access to paid leave programs in addition to 13-15 paid holidays each year. For more information regarding the benefit package go to: West Texas A&M University: Human Resources Benefits (https://www.wtamu.edu/business-finance/human-resources/benefits.html) General Summary Supervises a team of technical support specialists and work as a hands-on team member providing first and second level support services. Monitor and prioritize incoming incidents, and service requests as well as serve as the support liaison and collaborate with other IT departmental staff. Follow up with faculty, staff, and students to ensure that customer satisfaction exceeds expectations and service delivery standards. Coordinate hardware and software procurement, licensing, desktop imaging, and patch management for the campus and remote office locations in Amarillo. Works daily to ensure that areas are in compliance with West Texas A&M University rules and procedures, as well as with the Texas A&M University System, PCI security standards, and/or other standards such as FERPA, copyright laws, and the State of Texas Department of Information Resources (DIR) Texas Administrative Codes (TAC) 202. A Responsibilities: + Supervise the daily activities and scheduling of the End User Support Specialist, Classroom Specialist and student support technicians. + Implement and manage desktops, laptops, and printers for campus offices. Including installation of software patches, anti-virus software, and other software used for those purposes. + Monitor, prioritize, and delegate incoming incidents, and service requests. + Coordinates hardware and software procurement, tracking, and generates quotes to campus departments on an as needed basis. + Ensure consistency and reliability of desktop images through use of imaging software in all campus locations and ensure that documentation through standard operating procedures is well maintained. + Track, report, and monitor all software licenses for the campus as well as maintain accurate and up-to-date hardware inventory billing processes. + This document 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 as assigned. Necessary Qualifications: + Bachelor’s degree in CIS, CS, IT, or equivalent combination of education and experience. + Five (5) years of related experience + Experience working as a hands-on technical manager supervising a team of end user support specialists. + Experience with both active directory and desktop computer systems in enterprise or campus environments. + Experience with multi-vendor procurement of hardware and software within a large and dynamic organization. + Experience collaborating and troubleshooting between technical departments to speed problem resolution for the customer. + Valid driver’s license (must be available in Amarillo and remote locations on occasion) + Knowledge of computer imaging, patch management systems, and inventory systems. + Excellent oral and written communication skills. + Proven ability to effectively preform in a fast paced environment with competing priorities and independent judgement. + Strong sense of teamwork, time management and proven ability to follow through, multi-task, prioritize, and pay close attention to details. + Strong customer service orientation. + Ability to provide excellent customer service via several different mediums. + Ability to multi-task and work cooperatively with others. Preferred Qualifications: + Master’s degree in CIS, CS, IT, or a related field of study + Eight (8) years of experience in higher education or a large campus environment. + ITIL Foundation certification, Microsoft and/or Apple certifications. + Experience with advanced service desk management system such as Track-It, Agilift, or Service Now. + Knowledge of software license management systems. Applicant Instructions: Please include the following with your application: + Cover letter + Resume + Three references Please attach all documents in the attachment box at the bottom of the “My Experience” page before continuing through the application. Please use the “Upload” button to add each document individually. All revisions must be made prior to application submission. If you need assistance with uploading documents, please contact WTAMU Human Resources at hr@wtamu.edu. Texas law requires all males age 18 through 25 to be properly registered with the Selective Service System. Equal Opportunity/Affirmative Action/Veterans/Disability Employer. 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.