CASY-MSCCN Jobs

Job Title

IT Manager III

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

Reports to the IT Services and Project Director. Supervises a team of technical support specialists and works as a hands-on team member providing first and second level support services. Monitor and prioritize incoming incidents, service requests, and helpdesk calls as well as serve as the support liaison . Col laborate with other IT Departmental staff. Follow up with faculty, staff, and students to ensure that customer satisfaction exceeds expectations and service delivery standards. Oversee the Marmaduke and remote computing facilities, kiosks, printers, and swipe stations. 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 I nformation Resources (DIR) Texas Administrative Codes (TAC) 202.

This position is commensurate based off experience

Responsibilities:

• Manage the open access lab, printers, and computerized classrooms located in the Marmaduke Center as well as the remote computing facilities, kiosks, swipe stations, and printers throughout the campus, including the Amarillo Center.

• Supervise the daily activities and scheduling of the student lab assistants and student support technicians.

• Monitor, prioritize, and delegate incoming incidents, service requests, and helpdesk calls.

• Coordinates the development of a help desk knowledge base including known solutions for common incidents to speed problem resolution. 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 or equivalent combination of education and experience.

• Seven (7) years of IT experience.

• Experience working as a hands-on technical manager supervising a team of support specialists

• Experience with both active directory and desktop computer systems in Enterprise or Campus Environments.

• Experience collaborating and troubleshooting between technical departments to speed problem resolution for the customer.

• Must have a valid driver's license and a good driving record.

• Must be able to obtain a State of Texas vehicle operator's license within 30 days of employment and must qualify to operate a vehicle within the TAMUS guidelines.

• Must be able to maintain TAMUS approval.

• Working knowledge of organizational IT operations, especially in an educational environment.

• Experience with advanced service desk management systems such as Track-It, Agiloft, or Service Now.

• Strong written and oral communication skills. Ability to work as an effective member in a team environment

• Proven ability to effectively perform 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.

• Must be available in Amarillo and remote locations on occasion.

Preferred Qualifications:

• Master's degree in an information technology-related field.

• Experience in higher education or a large campus environment.

• Experience with multi-vendor procurement of hardware and software within a large and dynamic organization

• ITIL Foundation certification, Microsoft, and/or Apple certifications

• 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.