IT Operations Manager

Job Description

Reporting to the College of Architecture Arts and Designs IT Director the Manager of IT Operations leads day-to-day IT support for the college. The position owns the support queue serves as the escalation point for end user/help desk team provides technical support for the colleges computer labs and supervises the student wage triage team. The Manager sets the support priorities and directs the resolution of support issues within university policy and approved resources. They work in close partnership with the AAD Lab Operations Manager who defines the colleges lab requirements schedules and priorities. Matters involving significant spending policy changes or personnel matters the Manager elevates to and partners with the Director of IT to resolve A successful candidate will be customer focused have strong attention to detail and an ability to communicate at the appropriate level to a wide range of audiences. Additionally they will demonstrate an ability to foster a work environment that promotes high quality prompt and responsive user support services. The position demands may be variable and therefore the position requires flexibility and adaptability to shifting priorities.

Employees in the College of Architecture Arts and Design (AAD) are expected to demonstrate professional conduct institutional citizenship and core workplace competencies as essential elements of successful performance. These expectations align with both Virginia Techs Principles of Community and the universitys performance competency domains spanning communication engagement professionalism and teamwork.

AAD personnel are expected to act with integrity treat others with dignity civility and respect and contribute to an inclusive collaborative and service-oriented workplace. Specifically employees in the college are expected to:
communicate constructively
adhere to applicable policies and procedures
support the college and university mission
use university resources responsibly
exercise sound judgment
accept accountability for decisions and outcomes
collaborate effectively and
remain open to feedback learning and continuous improvement.

Additionally those who supervise manage or lead others are also expected to model and reinforce these their roles they are to:
set clear expectations with their team members
communicate transparently
support the professional development of their team
foster an inclusive environment
address concerns in a timely appropriate fashion
encourage collaboration and
promote accountability within their teams.

Required Qualifications

Relevant certifications/training and progressively advanced experience
Experience providing technical support for Windows and macOS computers including diagnosing complex problems.
Experience leading training or supervising others.
Experience using a ticketing or service management system.
Exceptional communication skills strong customer service orientation and patience working with users with varied technical experience.

Preferred Qualifications

Experience supervising employees including student employees.
Experience supporting computer labs or classrooms including imaging and software deployment.
Experience with Microsoft Intune JAMF Microsoft 365 Adobe applications or similar tools.
Experience with Active Directory and Windows Server administration.
Experience with IT purchasing asset management or budget tracking
Experience with scripting automation or AI-assisted tools.

Pay Band

4

Overtime Status

Non-Exempt: Eligible for overtime

Appointment Type

Regular

Salary Information

$60000 - 68000

Hours per week

40 hours per week

Review Date

October 19 2026

Additional Information

This position is eligible for a hybrid work arrangement of up to one day of telework per week following a fully onsite onboarding period to support successful training and transition.

The successful candidate will be required to have a criminal conviction check.

About Virginia Tech

Dedicated to its mottoUt Prosim(That I May Serve) Virginia Tech pushes the boundaries of knowledge by taking a hands-on transdisciplinary approach to preparing scholars to be leaders and problem-solvers. A comprehensive land-grant institution that enhances the quality of life in Virginia and throughout the world Virginia Tech is aninclusive communitydedicated to knowledge discovery and creativity. The university offers more than 280 majors to a diverse enrollment of more than 36000 undergraduate graduate and professional students in eightundergraduate colleges aschool of medicine aveterinary medicinecollegeGraduate School andHonors university has a significant presence across Virginia including Blacksburg the greater Washington D.C. area the Health Sciences and Technology Campus in Roanoke sites in Newport News and Richmond and numerousExtension officesandresearch institutes.A leading global research institution Virginia Tech conducts more than $650 million in research annually.

Virginia Tech endorses and encourages participation in professional development opportunities and university shared governance. These valuable contributions to university shared governance provide important representation and perspective along with opportunities for unique and impactful professional development.