Desktop Support Operations Manager

Desktop Support Operations Manager

UVA Information Technology Services (ITS) Desktop Support is seeking a Desktop Support Operations Manager to lead and manage the User Support Technician team responsible for supporting multiple UVA organizations. This is a two-year limited term position reporting to the Director of Desktop Support and requires (3) days onsite at our Charlottesville location. The role requires a solid combination of technical expertise, managerial skills, and a strong customer service focus to ensure efficient fulfillment of our supported partners' technology needs.

Why Join the Information Technology Services (ITS) at UVA? ITS at UVA is a phenomenal place to lead, grow, and deliver impact. It's an organization that values results and teamwork. We like the people we work with and the work we do. We strive to create a welcoming and supportive workplace where everyone feels empowered to be their authentic selves and share ideas. We are committed to fostering an inclusive and respectful environment and prioritize work-life balance, offering flexible work location options where possible. Please see additional information about joining our team.

Benefits Include:

• Choice of three health plans, plus vision and dental insurance available immediately
• Life insurance, retirement and benefits savings accounts
• 22 days of paid time off annually, plus 13+ paid holidays
• 8 weeks of paid parental leave
• Short-term disability coverage
• Tuition assistance after six months of employment
• And more!

Key Responsibilities:

• Team Leadership and Management: Leading a team of desktop support technicians and managing daily operations of the team. This role will foster a respectful and inclusive collaborative environment through open communication, weekly team meetings, and a high level of engagement. Responsible for ensuring efficiency in desktop support services, resource allocation and workload distribution. Monitor progress and adjust assignments as necessary to ensure timely resolution of support requests. Participate in identifying staffing needs, interviewing, candidate selection, and facilitating onboarding and training needs of new hires. Conduct bi-weekly 1:1 meeting with team members and weekly meetings with sub-teams. Conduct quarterly performance evaluations and provide constructive feedback, set measurable goals, and identify areas of improvement. Develop and implement training for continuous improvement of team's technical skills, customer service best practices, and troubleshooting processes. Managing team resource scheduling and time off requests.
• Business Relationship Management and Customer Satisfaction: Work closely with the Point of Contact (POC) of supported Schools and Departments and other IT teams to ensure smooth collaboration on IT projects, system upgrades, and initiatives. Ensure that the team delivers exceptional service to customers. Review weekly Customer Survey Responses, collect customer feedback, address issues and share results with the team and Director. Adjust team practices to improve satisfaction and operational efficiency.
• Service Request and Incident Management Tracking and Troubleshooting: Monitor the ServiceNow ticket queue to ensure customers' requests are being managed in a timely manner and appropriately through standard protocols and communications. Management and oversight of escalations of complex technical issues and ensuring timely resolutions. This may involve overseeing the troubleshooting of hardware, operating systems, software, security patches, and network-related problems.
• Asset Management: Oversee the procurement, deployment, and lifecycle management of desktop devices and related hardware. Ensure systems are being tracked and managed appropriately in our inventory management tool and are up to date with accurate status, assignment, and compliant with standards. Provide POCs an inventory report with recommendations for replacements during annual budget preparation. Identify process improvement areas through observation, reporting, metrics, and evaluation of other tools.
• Service Delivery: Collaborate with the Director to ensure that desktop support services meet organizational SLAs (Service Level Agreements), and quality standards, and provide a high level of customer satisfaction. SLAs will be reviewed annually with the Director of Desktop Support to make any adjustments and will be distributed to customers for review and renewal.
• System Maintenance and Upgrades: Regularly collaborate with internal system administrators to stay informed about ongoing efforts and changes related to Endpoint Management Platforms, software updates, security patches, vulnerability remediation, and configuration management for desktop systems. Ensure that User Support Technicians are well-informed about these updates and that all processes or changes are clearly understood and compliant.
• Process Improvement: Responsible for analyzing and recommending improvements to desktop support processes, tools, and workflows to increase efficiency, reduce downtime, and ensure optimal service delivery.
• Project Management: Lead or oversee assigned IT-related projects, such as new customer onboarding, system deployments / upgrades, office relocations, new or renovated conference rooms, or large-scale updates to end-user devices and software.
• Reporting and Documentation: Maintain detailed records of incidents, support tickets, and resolutions, as well as generating regular reports to the Director of Desktop Support on performance metrics and improvement initiatives.

Key Competencies:

• Leadership and Team Management: Strong leadership abilities to oversee and motivate a team of Desktop Support staff. Experience in managing an effective customer-focused support team and fostering respectful and inclusive collaboration.
• Technical Expertise: Understanding of desktop technology, including hardware, operating systems, and software.
• Customer-Centric Approach: Excellent customer service skills to ensure end users and staff needs are met.
• Analytical and Problem-Solving Skills: Ability to quickly analyze problems and assist in implementing solutions. Ability to troubleshoot hardware and software issues efficiently.
• Project Management: Proficiency in managing small technology projects, including staff resource planning, project documentation, and performance verification.
• Collaboration and Communication: Strong interpersonal and communication skills for working with internal and external partners. Ability to clearly articulate technical concepts to train and mentor support staff.
• Adaptability and Innovation: Flexibility to adapt to changing technological needs and environments.

Required/Preferred Qualifications:

• Education: A High School diploma required (A Bachelor's or Associate's degree in information technology, educational technology, or a related field is preferred).
• Experience: Previous team supervisory experience required; project management experience preferred. Related experience includes desktop technology support, IT support, or a related field.
• Technical Certifications: Relevant certifications such as ITIL (Information Technology Infrastructure Library), or PMP (Project Management Professional) are preferred.
• Knowledge of Higher Education: Familiarity with academic environments and the unique needs of faculty, staff, and students is preferred.
• Technical Proficiency: Expertise in managing desktop systems, operating systems, and other related technologies required.
• Soft Skills: Strong time management, change management, and customer service abilities are required.

Applications will be reviewed beginning October 13, 2025. The anticipated salary range for this position is $90,000-$100,000 commensurate with qualifications and experience. Applicants must be currently authorized to work in the United States. The University will not sponsor or consider candidates requiring sponsorship for employment visas now or in the future.