Section Manager - IT Support

46538BR

Position Description:

Manages a section in a department that has institutional oversight. Plans, organizes and develops goals and procedures for the section. Represents the section to administrators, outside agencies and others on relevant matters. Supervises subordinate staff.

About the University:

Established in 1996, the Texas Tech University System is one of the top public university systems in the nation, consisting of five universities – Texas Tech University (https://www.ttu.edu/) , Texas Tech University Health Sciences Center (https://www.ttuhsc.edu/) , Angelo State University (https://www.angelo.edu/) , Texas Tech University Health Sciences Center El Paso (https://elpaso.ttuhsc.edu/) and Midwestern State University (https://www.msutexas.edu/) .

Headquartered in Lubbock, Texas, the TTU System is a more than $3 billion enterprise focused on advancing higher education, health care, research and outreach with approximately 21,000 employees and 63,000 students, more than 400,000 alumni, a statewide economic impact of $16.4 billion and an endowment valued at $1.7 billion. In its short history, the TTU System has grown tremendously and is nationally acclaimed, operating at 24 academic locations (https://www.texastech.edu/campuses.php) in 20 cities (18 in Texas, 2 international).

In addition, the TTU System is one of only nine in the nation to offer programs for undergraduate, medical, law, nursing, pharmacy, dental and veterinary education, among other academic areas.

Major/Essential Functions:

• Lead the Desktop Support team to ensure proficient, timely delivery of all services; manage team performance, prioritization, and professional development while fostering a culture of accountability, knowledge sharing, and continuous improvement.

• Provide expert technical support for hardware, software, and conference room / executive meeting technology (including Board of Regents and Texas Tech Foundation, Inc. events); oversee asset management practices for information-controlled devices, including inventory, lifecycle tracking, and compliance with institutional standards; manage IT projects that impact multiple units and support institutional strategic initiatives.

• Own and continuously improve the end-user experience for Microsoft services (Microsoft 365 suite, Teams, OneDrive, SharePoint, Exchange Online, Intune, and related tools) in close partnership with the Microsoft 365 engineering team; translate client feedback and institutional needs into clear priorities for platform decisions and feature rollouts.

• Serve as a key contributor to building out and formalizing the institutional service desk, including process design, service catalog development, ticket workflows, escalation paths, knowledge-base structure, performance metrics, and platform optimization.

• Act as a trusted consultant to administrative departments on Microsoft service capabilities, best practices, and solution design; design, coordinate, and oversee training programs, documentation, self-service resources, and change-management efforts that drive effective adoption of Microsoft tools and service-desk channels.

• Communicate effctively with clients to keep them informed on incidents and requests and confirm satisfaction; maintain comprehensive knowledge of IT Client Support Services products and vendor solutions; transfer knowledge to the team and collaborate with other OneIT departments to ensure seamless service delivery.

• Establish, monitor, and report on key performance indicators related to end-user experience, ticket resolution, client satisfaction, and training effectiveness; maintain documentation, standard operating procedures, and knowledge bases.

• Demonstrate and uphold the Texas Tech University System core values "People First, Integrity, Community, Respect, and Exemplary Service" in all daily tasks and interactions.

Knowledge, Skills, and Abilities:

Ability to:

• Exercise judgment based on an understanding of organizational policies and activities.

• Plan and organize effectively, prioritize goals, use time efficiently, and stay on task.

• Communicate effectively, both orally and in writing.

• Establish and maintain effective work relationships

Required Qualifications:

Bachelor's degree required plus four years supervisory experience.

Preferred Qualifications:

Advanced analytical skills, including process description, logic, problem diagnostics, and problem-solving. Advanced technology hardware and software competency. Training in advanced hardware and software support through education or experience.

Safety Information:

Adherence to robust safety practices and compliance with all applicable health and safety regulations are responsibilities of all TTU employees.

Does this position work in a research laboratory?:

No

Required Attachments:

Cover Letter, Professional/Personal References, Resume / CV

Job Type:

Full Time

Pay Basis:

Monthly

Job Family:

Information Technology

Job Sub Family:

IT Support

Annualized Pay Range:

$71,800 - $93,300.00 - $114,900

Pay Statement:

Compensation is commensurate upon the qualifications of the individual selected and budgetary guidelines of the hiring department, as well as the institutional pay plan.

Travel Required:

Up to 25%

Shift:

Day

Schedule Details:

Monday through Friday, 8a-5p

Grant Funded?:

No

EEO Statement:

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, disability, genetic information or status as a protected veteran.