IT Support Operations Manager

University of Georgia

Kentucky

On-site

USD 68,000 - 73,000

Full time

14 days+

Get more replies from employers

Send a job-specific resume in minutes.

Job summary

The University of Georgia is seeking an IT Support Operations Manager to lead Tier 1 help desk operations, coordinate projects, and drive continuous improvements across IT support and administrative processes.

The role includes recruiting, scheduling, training, and mentoring staff, managing access controls, and supporting major IT initiatives in collaboration with stakeholders.

Qualifications

Expertise in operations, procurement, and asset management.

Responsibilities

Lead Tier 1 help desk staff and student employees.
Prioritize, assign, and escalate tickets; maintain access controls and password vaults.
Oversee procurement, asset/inventory management, and budget support; drive standardization and continuous improvement.

Skills

Operations & procurement

Leadership & mentoring

Project management

Communication & documentation

IT support & process design

Reporting tools & dashboards

Tools

Qlik

Smartsheet

Job description

IT Support Operations Manager

Only current UGA Employees will be considered for this position.

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.

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 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

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 elevate issues when necessary.
Manage password vaults for supported systems and control access.
Advocate for users and champion lifecycle planning and IT solutions.

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.

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.

Other duties as assigned

Percentage of time: 5

Contact Information

Recruitment Contact Name: Mike Perkins

Recruitment Contact Email: mperk@uga.edu

Recruitment Contact Phone:

Posting Specific Questions

Required fields are indicated with an asterisk (*).