Core Values
As stewards of Thomas More University, it is expected that your work and contributions to our community will reflect the mission, values, and integrity of the University. We are committed to being a student-ready University and aspire to facilitate an interconnected community of excellence. In doing so, we will foster a sense of responsibility to others, act with respect, tolerance and compassion towards others, and care for God's creation. Through this engagement, Thomas More University is a thriving and dynamic institution that espouses the values of a Catholic Liberal Arts education committed to the students that we serve today, those that we will serve tomorrow, and the communities our graduates will serve.
Basic Purpose
The IT Operations Manager is responsible for leading frontline IT services, including help desk operations, campus event support, printing services, and user technology support. This role ensures reliable, high-quality technology services for faculty, staff, and students while driving continuous improvement in service delivery, operational efficiency, and user experience. The position plays a key role in advancing institutional effectiveness through process improvement, user education, and service excellence at Thomas More University.
This position supports Thomas More University and Covington Latin School.
Core Values and Competencies
Leadership and team developmentCustomer focus and service orientationAnalytical thinking and problem-solvingProcess improvement and operational efficiencyCommunication and instructional effectivenessAbility to lead change and build cross functional partnershipsTechnological fluency and systems thinking
Key Responsibilities
IT Support Operations & LeadershipDirect daily operations of the IT help desk, ensuring timely and effective resolution of service requestsManage all computer and device repair activities to ensure equipment is operating effectivelyMaintain accurate inventory of technology assets, including selection, purchase, deployment, and disposalLead the development, implementation, and continuous improvement of technical support processes and procedures to ensure consistent, high-quality service deliverySupervise, train, and evaluate help desk staff and student workersUser Support, Training, and DocumentationCoordinate user support services for desktops, laptops, peripherals, and other campus technologiesSupport instructional technology and equipment, including classroom systems and faculty technology needs with the exception of specialized equipment or softwareAssist with maintaining security and access management by complying with University policy and best practices, manage requests for technological access, distribute user credentials, and troubleshoot issues as neededCreate and publish user-facing materials to support self-service and effective technology useSupport student and employee onboarding and continuous learning related to institutional technologiesDevelop and maintain knowledge base content, support documentation, and help desk scriptsCoordinate and deliver end-user training in partnership with campus stakeholdersEvent & Campus Technology SupportCoordinate and support technology needs for campus events, including setup, troubleshooting, and on-site or on-call assistanceCollaborate with event organizers and campus partners to ensure successful execution of technology-supported eventsManage scheduling and prioritization of event-related IT support resourcesPrinting Services ManagementOversee campus printing services, including printer fleet coordination, vendor relationships, maintenance, and user supportEnsure reliable and secure printing solutions aligned with institutional needsProcess Improvement & Service ExcellenceIdentify and implement opportunities to streamline operations and enhance the user experienceApply IT service management best practicesContribute to institutional initiatives related to service quality, effectiveness, and digital transformationServe as a liaison between IT and campus departments to ensure alignment of services and expectationsCollaborate with IT teams on system implementations, upgrades, and support transitionsServe on Event Logistics Team and Space Utilization CommitteeOther duties as assignedThis position operates in a collaborative campus environment and may require occasional evening or weekend work to support critical system needs or campus initiatives
Education, Specialized and/or Technical Knowledge Requirements
Bachelor's degree in Information Technology, Information Systems, or related field3-5 years of experience in IT support services or help desk operationsDemonstrated experience supervising staff or leading teamsStrong understanding of customer service in a technology environmentExperience with ticketing systems and knowledge management toolsExcellent communication and interpersonal skillsExperience developing user training materials or programs
Physical Job Requirements
Tools and Equipment Used
Personal computer, copier, phone and other typical office equipment
Travel
Minimal - less than 5% of the time
Physical & Mental Demands
Frequently required to sit at/in a desk/vehicle for long period of timeAbility to work at a computer terminal for extended periods of timeDigital dexterity and hand/eye coordination in operation of all assigned equipmentAbility to speak to and hear employees/students via phone or in personBody motor skills sufficient to enable incumbent to move around all areas of the campusAbility to analyze data and other reports and make recommendationsMental requirements include: compare, decide, direct, problem solve, analyze, instruct, interpret
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