What are the responsibilities and job description for the IT Service Manager position at OculusIT?
The IT Manager is responsible for hands-on management and maintenance of an effective, secure, and reliable information technology environment for the University. This position oversees the IT infrastructure, Helpdesk operations, and classroom audio-visual (AV) technologies and serves as the operational and strategic liaison between the University and OculusIT.
The IT Manager supervises technical staff, oversees daily IT operations, manages the department budget, and supports the strategic planning process in collaboration with university leadership and OculusIT leadership.
This position acts as the onsite technical lead and primary point of coordination for all IT matters—including infrastructure, helpdesk services, AV support, cybersecurity, projects, and vendor management.
ESSENTIAL DUTIES & RESPONSIBILITIES:
Infrastructure & Systems Management
- Maintain and enhance IT infrastructure, including networking, wired and wireless systems, servers, virtualization, storage, backups, security systems, data center operations, and monitoring—aligned with OculusIT Global Teams (NOC/SOC).
- Install, maintain, operate, and troubleshoot network equipment such as routers, switches, wireless access points, VPNs, and firewalls.
- Manage telephone/VoIP systems, call flows, and voicemail routing.
- Ensure secure and reliable network and systems operations following ITIL best practices.
- Keep documentation, diagrams, asset inventories, and lifecycle plans up to date for all IT infrastructure.
-
Helpdesk & End-User Services
- Supervise daily Helpdesk operations; manage Helpdesk Analysts and student/temporary technicians.
- Oversee incident, service request, and problem management processes with a customer-focused approach.
- Ensure timely escalation to OculusIT NOC/SOC, Wintel, Network, and Applications teams when needed.
- Develop workflows, SOPs, and service expectations for helpdesk performance.
- Provide hands-on support for escalated tickets and complex issues.
- Manage workstation lifecycle: imaging, deployment, updates, patching, Intune/Endpoint configurations.
- Facilitate employee onboarding/offboarding across all IT service areas.
Audio-Visual (AV) Support & Classroom Technology
- Oversee daily support for classroom and conference room AV systems.
- Maintain and update AV technology in collaboration with vendors.
- Ensure AV equipment lifecycle management and spare inventory.
- Provide hands-on troubleshooting when classroom technology issues arise.
- Coordinate AV requirements for events and academic programs.
Project Management, Strategy & Leadership
- Lead or support IT projects including system upgrades, construction, and deployments.
- Participate in strategic planning with leadership.
- Present technology recommendations to senior leaders.
- Oversee system enhancements and continuous improvement.
- Provide technology training for staff and faculty.
- Coordinate vendors and internal partners for project success.
Cybersecurity & Compliance
- Oversee cybersecurity posture in alignment with OculusIT's vCISO.
- Support incident response, vulnerability management, and endpoint security.
- Maintain documentation, metrics, and reports.
- Assist with compliance and audit activities.
Administrative & Other Duties
- Manage departmental budgets, procurement, vendor relationships, and contracts.
- Maintain IT asset management.
- Respond promptly to IT emergencies.
- Back up IT staff when needed.
- Perform other duties as assigned.
SUPERVISORY RESPONSIBILITIES
- Supervise two Helpdesk Analysts.
- Manage temporary staff as needed.
MINIMUM QUALIFICATIONS
- Bachelor’s degree in IT or related field.
- 5 years of relevant IT experience.
- Experience supervising technical staff.
- Strong networking, server, and Active Directory knowledge.
PREFERRED QUALIFICATIONS
- Higher education experience.
- Experience with Google, Microsoft, and cybersecurity tools.
- MSP or hybrid onsite/provider experience.
- AV technology experience.
CERTIFICATIONS
- ITIL and PMP preferred.
PHYSICAL DEMANDS: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is regularly required to use hands to handle orr feel. The employee is frequently required to reach with hands and arms and to talk or hear. The employee must frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds. Specific vision
abilities required by this job include close vision, peripheral vision, depth perception, and ability to adjust focus.
WORK ENVIRONMENT: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
The noise level in the work environment is usually quiet but experiences frequent interruptions. The position must respond to IT emergencies in a prompt manner regardless of the time of the day.
