Description
The Information Systems Manager I manages the Facilities Technology Services desktop services and user support function supporting the full Facilities division. This role oversees help desk support, user account coordination, device ordering, inventory, issuance, configuration, deployment, troubleshooting, lifecycle replacement, and support of desktop computers, laptops, tablets, cell phones, printers, peripherals, and Building Automation System (BAS) workstations. The position supervises technical staff, manages service priorities and documentation standards, coordinates with UAB IT, HSIS, vendors, and Facilities stakeholders, and ensures reliable, secure, customer-focused technology support for Campus and Hospital Maintenance personnel who require access to Facilities systems across UAB network environments.
Plans, organizes, directs and controls activities of assigned staff with the goal of meeting the information system needs of department customers. Participates with upper management in establishing direction for the department. Generic summary not an exhaustive list of all responsibilities and duties: performance standards or requirements, efforts, skills or working conditions associated with the job. While this is intended to be an accurate reflection of the current job, management reserves the right to revise the job or to require that other or different tasks be performed when circumstances change (e.g., emergencies, rush jobs, change in workload or technological developments).
ESSENTIAL JOB FUNCTIONS TO INCLUDE:
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Manage the Facilities Technology Services desktop services group responsible for supporting technology needs across the Facilities division.
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Oversee ordering, inventory, issuance, configuration, deployment, troubleshooting, replacement, and surplus/disposition processes for desktops, laptops, tablets, cell phones, printers, and related peripheral equipment.
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Provide and oversee help desk support, including intake, assignment, escalation, resolution, and documentation of service requests through the department information technology ticketing system.
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Maintain accurate device inventory, assignment records, standards, and lifecycle documentation for a large and diverse Facilities user base.
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Develop and implement device configuration standards, support procedures, and service expectations aligned with UAB IT requirements and Facilities operational needs.
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Coordinate user account creation, modification, access support, and related user management activities in Microsoft and other supported enterprise environments.
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Support Apple devices and related management processes, including mobile device management; familiarity with Apple School Manager and Apple Business Manager is preferred.
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Coordinate desktop support, escalation, and technical issue resolution with UAB IT, HSIS, vendors, and other internal and external partners.
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Oversee support for BAS workstations and other dedicated technology assets used to operate, monitor, and connect building automation systems on campus and hospital properties.
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Plan, prioritize, and track technology replacement needs, forecast equipment refresh cycles, and maintain alignment with the IT replacement budget.
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Ensure device management practices support security, compliance, asset accountability, and continuity of operations.
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Supervise assigned staff, establish service and documentation standards, monitor performance, promote responsive customer service, and support staff development and cross-training.
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Prepare reports, metrics, and recommendations related to device inventory, service volume, replacement planning, recurring issues, and service improvements.
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Participate in Facilities technology planning initiatives and identify opportunities to improve desktop support, asset management, and technology service delivery.
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Perform other duties as assigned.
KNOWLEDGE/SKILLS/ABILITIES:
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Knowledge of desktop services, help desk operations, endpoint support, device lifecycle management, technology asset management, and customer service practices.
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Knowledge of desktops, laptops, tablets, mobile phones, printers, peripherals, operating systems, Microsoft applications, Apple products, and standard enterprise productivity tools.
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Knowledge of endpoint security, cybersecurity best practices, network access, user account coordination, Microsoft user management, and IT support practices in a complex organization.
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Knowledge of BAS workstation and operational technology support needs related to building automation system operation, monitoring, and connectivity.
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Strong supervisory, organizational, analytical, troubleshooting, customer service, written communication, and verbal communication skills.
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Ability to manage a high-volume, service-oriented support environment and communicate effectively with technical and non-technical stakeholders.
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Ability to maintain accurate records, manage replacement plans and budget information, identify recurring issues, and implement service improvements.
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Ability to build effective working relationships with Facilities leadership, operational departments, UAB IT, HSIS, vendors, and end users.
Work Schedule
Monday through Friday, Day Shift (subject to change to meet the needs of the department). This position is onsite and is not eligible for remote or hybrid work.
Salary: $67,070 - $108,990
Qualifications
Bachelor's degree in Information Systems, Computer Science, or a related field and five (5) years of progressively responsible experience in desktop support, endpoint management, IT operations, technology asset management, or a closely related information technology support environment required.
Experience should include supporting endpoint technologies in a large organizational setting; device ordering, inventory control, lifecycle replacement planning, configuration, deployment, troubleshooting, ticketing systems, and support documentation; and coordinating technical support with central IT organizations, vendors, service providers, and operational stakeholders. Experience supervising, coordinating, or leading technical staff or desktop support personnel is required. Familiarity with mobile device management software is preferred.
MVR
Driving record should meet University underwriting guidelines to operate a vehicle in the performance of University business. Current underwriting guidelines include possession of a valid driver's license issued in the United States, being at least 21 years of age, having at least three (3) years of driving experience, and maintaining an acceptable Motor Vehicle Record (MVR).
Personal
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Ability to sit, stand, and move throughout the workday in an office and campus environment.
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Ability to use a computer, keyboard, and other standard office equipment for extended periods.
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Ability to lift or move items weighing up to 50 pounds, such as computer or office equipment.
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Ability to walk long distances and climb stairs frequently to access campus facilities.
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No adverse environmental conditions are expected.
UAB is an Equal Employment/Equal Educational Opportunity Institution dedicated to providing equal opportunities and equal access to all individuals regardless of race, color, religion, ethnic or national origin, sex (including pregnancy), genetic information, age, disability, and veteran's status. As required by Title IX, UAB prohibits sex discrimination in any education program or activity that it operates. Individuals may report concerns or questions to UAB's Assistant Vice President and Senior Title IX Coordinator. The Title IX notice of nondiscrimination is located at uab.edu/titleix.
Primary Location: University
Job Category: Information Technology
Organization: 112110060 Facilities Technology Services
Employee Status: Regular
Shift: Day/1st Shift
Work Arrangement (final schedule to be determined by the department/hiring manager): Onsite
