Description

Posting Details

Posting Number

S15578P

Working Title

IT Support Operations Manager

Department

FMD-Admin-IT General

About the University of Georgia

Chartered by the state of Georgia in 1785, the University of Georgia is the birthplace of public higher education in America and is the state's flagship university (https://www.uga.edu/). The proof is in our more than 240 years of academic and professional achievements and our continual commitment to higher education. UGA is currently ranked among the top 20 public universities in U.S. News & World Report. The University's main campus is located in Athens, approximately 65 miles northeast of Atlanta, with extended campuses in Atlanta, Griffin, Gwinnett, and Tifton. UGA employs approximately 3,100 faculty and more than 7,700 full-time staff. The University's enrollment exceeds 41,000 students including over 31,000 undergraduates and over 10,000 graduate and professional students. Academic programs reside in 19 schools and colleges, including our newly established School of Medicine.

About the College/Unit/Department

The FMD IT Department manages the information technology needs of the Facilities Management Division in addition to providing assistance to other groups on campus utilizing FMD resources. We provide technical support to over 800 FMD employees and manage approximately 300+ desktop computers.

College/Unit/Department website

https://fmd.uga.edu/departments/information-technology/

Posting Type

Internal (PEP)

Retirement Plan

TRS or ORP

Employment Type

Employee

Benefits Eligibility

Benefits Eligible

Full/Part time

Full Time

Work Schedule

Additional Schedule Information

Monday-Friday, 8:00 AM-5:00 PM
Some night and/or weekend work may be required to meet the needs of the organization

Advertised Salary

68-73K, Commensurate with Experience

Posting Date

08/10/2026

Open until filled

No

Closing Date

08/17/2026

Proposed Starting Date

09/01/2026

Special Instructions to Applicants

Only current UGA Employees will be considered for this position.

Location of Vacancy

Athens Area

EEO Policy Statement

The University of Georgia is an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to age, color, disability, genetic information, national origin, race, religion, sex, or veteran status or other protected status. Persons needing accommodations or assistance with the accessibility of materials related to this search are encouraged to contact Central HR (hrweb@uga.edu).

USG Core Values Statement

The University System of Georgia is comprised of our 25 institutions of higher education and learning, as well the System Office. Our USG Statement of Core Values are Integrity, Excellence, Accountability, and Respect. These values serve as the foundation for all that we do as an organization, and each USG community member is responsible for demonstrating and upholding these standards. More details on the USG Statement of Core Values and Code of Conduct are available in USG Board Policy 08.02.18.01.02.

Additionally, USG supports Freedom of Expression as stated in Board Policy 06.05 Freedom of Expression and Academic Freedom.

Position Information

Classification Title

IT Support Supervisor

FLSA

Exempt

FTE

1.00

Minimum Qualifications

Bachelor's degree in a related field or equivalent and 8 years of professional experience

Preferred Qualifications

• Experience in higher education or public sector IT operations.
• Familiarity with UGA procurement and compliance processes.
• Demonstrated success in leading IT projects and process improvements.

Position Summary

The IT Support Operations Manager manages and optimizes IT support and business operations, with primary responsibility for Tier 1 help desk leadership, project delivery, and continuous operational improvement. This role recruits, schedules, trains, and mentors help desk staff and student employees; delivers and coordinates Tier 1 support by prioritizing, assigning, and escalating tickets; and maintains key access controls, including password vault administration. The position also leads and supports major IT initiatives (migrations, deployments, and integrations), develops training and documentation resources, and serves as a strategic liaison among IT, business units, vendors, and stakeholders to ensure clear communication and successful outcomes. In addition, the role oversees procurement and administrative operations-including UGAMart requisitions and compliance, asset and inventory management, hardware lifecycle planning, renewal tracking, and budget support-driving operational excellence and a strong customer experience through standardization, accountability, and continuous improvement.

Knowledge, Skills, Abilities and/or Competencies

• Expertise in operations, procurement, and asset management.
• Strong leadership, mentorship, and training abilities.
• Advanced project management and cross-functional coordination.
• Excellent communication, documentation, and stakeholder engagement skills.
• Proficiency in IT support, process analysis, and solution design.
• Experience with reporting tools and dashboard adoption (e.g., Qlik, Smartsheet).

Physical Demands

• Lift, move, and carry computers during a normal 8-hour workday.
• Stand, walk, bend, stoop, squat, and work with hands above head.
• Sit using a computer for an 8 hr. normal shift
• Driving as needed to perform job responsibilities.

Is driving a responsibility of this position?

Yes

Is this a Position of Trust?

Yes

Does this position have operation, access, or control of financial resources?

No

Does this position require a P-Card?

No

Is having a P-Card an essential function of this position?

No

Does this position have direct interaction or care of children under the age of 18 or direct patient care?

No

Does this position have Security Access (e.g., public safety, IT security, personnel records, patient records, or access to chemicals and medications)

Yes

Credit and P-Card policy

Be advised a credit check will be required for all positions with financial responsibilities. For additional information about the credit check criteria, visit the UGA Credit Background Check website.

Background Investigation Policy

Offers of employment are contingent upon completion of a background investigation including, a criminal background check demonstrating your eligibility for employment with the University of Georgia; confirmation of the credentials and employment history reflected in your application materials (including reference checks) as they relate to the job-based requirements of the position applied for; and, if applicable, a satisfactory credit check. You may also be subject to a pre-employment drug test for positions with high-risk responsibilities, if applicable. Please visit the UGA Background Check website.

Duties/Responsibilities

Duties/Responsibilities

Help Desk Leadership

• Recruit, schedule, and provide guidance to Tier 1 full-time helpdesk personnel and student employees engaged in help desk support and operations.
• Supervise and actively participate in the creation of training programs; develop and maintain comprehensive documentation and instructional resources.
• Deliver Tier 1 IT support, prioritize and assign tickets, and escalate issues when necessary.
• Manage password vaults for supported systems and control access.
• Advocate for users and champion lifecycle planning and IT solutions.

Percentage of time

40

Duties/Responsibilities

Project Management & Operational Improvement

• Guide and manage significant IT projects, such as migrations, deployments, and integrations of various systems.
• Provide customized training sessions, monitor participation, and enhance the organization's technical knowledge base.
• Act as a liaison for interdepartmental initiatives and coordinate communications with stakeholders.
• Serve as an advocate for end users and the implementation of tailored IT solutions.

Percentage of time

35

Duties/Responsibilities

Business Operations & Procurement

• Handle requisitions and procurement via UGAMart, making sure all actions align with UGA and State regulations, while also administering the CESS process.
• Direct and assign responsibilities related to asset and inventory management and hardware lifecycle planning.
• Supervise space allocation, office supplies, vehicles, key distribution, and parking arrangements.
• Maintain and regulate systems-such as Smartsheet-to monitor software renewals and manage IT assets.
• Monitor IT spending and participate in IT budget development.

Percentage of time

20

Duties/Responsibilities

Other duties as assigned

Percentage of time

5

Contact Information

Recruitment Contact

Contact Details

For questions concerning this position or recruitment progression, please refer to the Recruitment Contact listed below.

Recruitment Contact Name

Mike Perkins

Recruitment Contact Email

mperk@uga.edu

Recruitment Contact Phone

Posting Specific Questions

Required fields are indicated with an asterisk (*).

1. * Do you have a valid Driver's license?
   • YES
   • NO
2. Are you a current employee of the University of Georgia?
   • No Response
   • No
   • Yes

Applicant Documents

Required Documents

1. Resume/CV
2. Cover Letter

Optional Documents