INFORMATION SYSTEMS MANAGER I
Reference: T238791
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:
Manage the Facilities Technology Services desktop services group
responsible for supporting technology needs across the Facilities
division.
Oversee ordering, inventory, issuance, configuration, deployment,
troubleshooting, replacement, and surplus/disposition processes for
desktops, laptops, tablets, cell phones, printers, and related peripheral
equipment.
Provide and oversee help desk support, including intake, assignment,
escalation, resolution, and documentation of service requests through the
department information technology ticketing system.
Maintain accurate device inventory, assignment records, standards, and
lifecycle documentation for a large and diverse Facilities user base.
Develop and implement device configuration standards, support procedures,
and service expectations aligned with UAB IT requirements and Facilities
operational needs.
Coordinate user account creation, modification, access support, and
related user management activities in Microsoft and other supported
enterprise environments.
Support Apple devices and related management processes, including mobile
device management; familiarity with Apple School Manager and Apple
Business Manager is preferred.
Coordinate desktop support, escalation, and technical issue resolution
with UAB IT, HSIS, vendors, and other internal and external partners.
Oversee support for BAS workstations and other dedicated technology assets
used to operate, monitor, and connect building automation systems on
campus and hospital properties.
Plan, prioritize, and track technology replacement needs, forecast
equipment refresh cycles, and maintain alignment with the IT replacement
budget.
Ensure device management practices support security, compliance, asset
accountability, and continuity of operations.
Supervise assigned staff, establish service and documentation standards,
monitor performance, promote responsive customer service, and support
staff development and cross-training.
Prepare reports, metrics, and recommendations related to device inventory,
service volume, replacement planning, recurring issues, and service
improvements.
Participate in Facilities technology planning initiatives and identify
opportunities to improve desktop support, asset management, and technology
service delivery.
Perform other duties as assigned.
KNOWLEDGE/SKILLS/ABILITIES:
Knowledge of desktop services, help desk operations, endpoint support,
device lifecycle management, technology asset management, and customer
service practices.
Knowledge of desktops, laptops, tablets, mobile phones, printers,
peripherals, operating systems, Microsoft applications, Apple products,
and standard enterprise productivity tools.
Knowledge of endpoint security, cybersecurity best practices, network
access, user account coordination, Microsoft user management, and IT
support practices in a complex organization.
Knowledge of BAS workstation and operational technology support needs
related to building automation system operation, monitoring, and
connectivity.
Strong supervisory, organizational, analytical, troubleshooting, customer
service, written communication, and verbal communication skills.
Ability to manage a high-volume, service-oriented support environment and
communicate effectively with technical and non-technical stakeholders.
Ability to maintain accurate records, manage replacement plans and budget
information, identify recurring issues, and implement service
improvements.
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
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
Ability to sit, stand, and move throughout the workday in an office and
campus environment.
Ability to use a computer, keyboard, and other standard office equipment
for extended periods.
Ability to lift or move items weighing up to 50 pounds, such as computer
or office equipment.
Ability to walk long distances and climb stairs frequently to access
campus facilities.
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.
