Manager, Support Services (Nanook Technology Services)

Manager, Support Services (Nanook Technology Services)

  • 527467
  • Fairbanks, Alaska, United States
  • On Campus
  • Staff Full-time
  • Grade 84
  • UAF Nanook Technology Services

Are you a dynamic and experienced IT professional with a passion for leadership and service excellence? Are you detail-oriented and observant with exceptional troubleshooting skills? UAF’s Nanook Technology Services, NTS, seeks a forward-looking manager to lead the NTS Technology Support Services team of professional and student employees. TSS is a second-tier support unit serving UAF and UA students, faculty, and staff focusing on delivering value and improving the customer experience. This will be a range recruitment for an IS Manager 3 or 4, depending on the education and qualifications of the selected finalist.

UAF’s Nanook Technology Services, NTS, seeks a forward-looking manager to lead the NTS Technology Support Services team of professional and student employees. TSS is a second-tier support unit serving UAF and UA students, faculty, and staff focusing on delivering value and improving the customer experience. The TSS team is responsible for end-user computer support including remote endpoint management. The TSS manager provides leadership and mentors the team, fostering a culture of growth and continual improvement. The TSS manager thinks ahead and anticipates user impact due to planned or unplanned changes and devises tactics to minimize risk and service disruptions. The TSS manager engages across the UAF community to build relationships and facilitate communications across unit boundaries. The TSS manager partners with the System Office, Office of Information Technology to ensure expectations are established and met regarding shared services. Metrics and analytics are developed to monitor performance of the service management processes, findings and recommendations are routinely communicated to key stakeholders. The TSS manager plays a key role in ensuring effective and efficient delivery of IT services that enable the learning, teaching, and administrative missions of the university.

To thrive in this management role, you have strong leadership skills and are detail oriented. You have worked in an environment that leverages IT service management practices such as ITIL. You have expert level technical skills and are able to manage end-user hardware, software, device and cloud-services requirements. You are willing and confident working in both MS Windows and Apple OS environments. You have demonstrated expertise in remote device management. You have the experience and realize the benefit of defining and implementing standard processes. With analytical thinking, you devise, monitor and report meaningful metrics to ensure performance standards are being met. With an eye towards continual improvement, you look for opportunities to optimize and improve processes fostering a collaborative and inclusive culture that encourages innovation and excellence. You have a growth mindset and inspire and mentor staff through positive role-modeling and professional development. You are passionate about helping people succeed and improving the customer experience.

Inclusion and diversity are core values at UAF. We are interested in candidates with demonstrated experience engaging in an inclusive environment who are passionate about helping people from diverse backgrounds be successful.

If this sounds like you, please include a one-page cover letter describing how your background and qualifications are a fit for this position in addition to your résumé and online application!

Minimum Qualifications:

Bachelor of Science Degree in engineering, computer science or related field. Equivalent combination of education and experience may substitute for a degree.

A valid driver's license and clean driving record in compliance with UA Safe Driving Criteria is required.

Position Details:

This position is located on the UAF campus in Fairbanks. This is a full-time, exempt staff position complete with both a competitive salary and full employee benefits package. UA provides a generous compensation package that includes retirement options, annual leave, 12 paid holidays per year, tuition waivers for employees and family members, and affordable medical, dental and vision care coverage. New hires will be placed on the UA staff salary schedule, Grade 83 (IS Manager 3) or 84 (IS Manager 4), based on education and experience.

Applications will be reviewed on Friday, January 12, 2024.  To ensure consideration, please apply before 11:55 pm, Alaska Standard Time, on Thursday, January 11, 2024.

Please include a resume, a one-page cover letter describing how your background and qualifications are a fit for this position, and the names and contact information for three professional references.

*To be eligible for this position, applicants must be legally authorized to work in the United States without restriction.  Applicants who now or may in the future require visa sponsorship to work in the United States are not eligible.


The University of Alaska (UA) is responsible for providing reasonable accommodations to individuals with disabilities throughout the applicant screening process. If you need assistance in completing this application or during any phase of the interview process, please contact UA Human Resources by phone at 907-450-8200.


UA is an affirmative action/equal opportunity employer, educational institution and provider and prohibits illegal discrimination against any individual: www.alaska.edu/nondiscrimination.


The successful applicant is required to complete a background check. Any offer of employment is contingent on the background check.


Your application for employment with the University of Alaska is subject to public disclosure under the Alaska Public Records Act.


If you have any questions regarding this position, please contact Lee Ann Amerson, Nanook Technology Services HR Coordinator, at lamerson@alaska.edu or (907) 474-6664.

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