IT Support Manager - Research

The IT Support Manager position is a core operational position located within the Advanced Research Computing, Security, and Information Management unit, primarily dedicated to managing Tier 1/Tier 2 (T1/T2) IT support for the Advanced Structures and Composites Center (ASCC). This role oversees day-to-day ASCC IT operations, including access management, desktop support, and hardware and software asset management for both university-managed devices and the secure enclave. The Manager serves as the primary coordinator for triaging, tracking, and escalating tickets to internal enterprise IT (UMS:IT) and the Third-Party Managed Service Provider (MSP). This position supervises ASCC IT support team and collaborates closely with the Office of Research Compliance and the Information Security Office to ensure daily IT operations continuously align with Export Control and Cybersecurity Maturity Model Certification (CMMC) requirements. Responsibilities include implementation and maintenance of security solutions and protocols to comply with project requirements, general technical support coordination, project management, hardware and software asset management, and legacy system and network support coordination. This position also serves as a high-level technical advisor to the entire Center team. Typical hiring range for this soft-money funded position is $70,000 to $80,000 commensurate with qualifications and experience.

Please review the IT Support Manager – Research job description for more information.

About the University: 
The University of Maine is a community of more than 11,900 undergraduate and graduate students, and 2,500 employees located on the Orono campus, the regional campus in Machias, and throughout the state. UMaine is a land, sea and space grant university, and maintains a leadership role as the University of Maine System's flagship institution. UMaine is the state's public research university and a Carnegie R1 top-tier research institution, dedicated to providing excellent teaching, research and service for Maine, the nation and the world. More information about UMaine is at umaine.edu. 

The University of Maine offers a wide range of benefits for employees including, but not limited to, tuition benefits (employee and dependent), comprehensive insurance coverage including medical, dental, vision, life insurance, and short and long term disability as well as retirement plan options.  

UMaine is located in beautiful Central Maine. Many employees report that a primary reason for choosing to come to UMaine is quality of life. Numerous cultural activities, excellent public schools, safe neighborhoods, high quality medical care, little traffic, and a reasonable cost of living make the greater Bangor area a wonderful place to live. Visit the Maine Office of Tourism to learn more about what the Bangor region has to offer. 

Qualifications: 
Required: 

• Bachelor’s degree in Information Technology, Computer Science, Information Security, or a related field or 5 years of equivalent combination of education and experience;
• Proven experience managing T1/T2 IT support, helpdesk operations, or desktop support teams;
• Demonstrated ability to track, manage, and escalate support tickets with internal research/engineering teams, external vendors/MSPs, and enterprise IT; 
• Strong commitment to customer experience, providing leadership and mentoring on customer relationships, accountability, responsibility and urgency;
• Demonstrated ability to lead in a team environment and coordinate IT projects; 
• Relevant IT certification(s) such as CompTIA A+, CompTIA Network+, CompTIA Security+, or Microsoft Fundamentals;
• Experience with Microsoft tenants and applications, such as Entra, InTune, Sharepoint, Outlook, OneDrive, and Office;
• U.S. person status is required for this position in order to comply with the Arms Export Control and Export Administration Act. U.S. persons are U.S. citizens, legal permanent residents as defined by 8 U.S.C. 1101(a)(20) or protected individuals as defined by 8 U.S.C. 1324b(a)(3). 

Preferred: 

• Demonstrated supervisory, leadership, or project management experience;
• Excellent interpersonal communication and active listening skills, specifically in acting as a liaison between technical providers and end-users;
• Familiarity with information security best practices and compliance frameworks (CMMC, ITAR) from an IT operations and support perspective;
• Experience with Microsoft Azure Government environment;
• Programming / Scripting experience;
• Ability to plan and perform involved technical work, presenting new or regularly changing problems, work from broad instruction, and deal with complex factors not easily evaluated;
• Ability to provide budget input and coordinate work with outside contractors for supported departments as needed;[KW1] 
• Knowledge of computer fundamentals and computer, peripheral and software operations, including word processing, spreadsheets, database management, system management software, and development tools;
• Experience with enterprise IT management solutions (e.g., TeamDynamix, ServiceNow); and 
• Work experience in a higher education environment or secure research environment.

Other Information: 

To be considered for this position you will need to “Apply” and upload the documentation listed below:

1.) a cover letter which describes your experience, interests, and suitability for the position
2.) a resume/curriculum vitae

Candidates selected to proceed to the final stages of the search process will be requested to provide a list of names and contact information for references.

Incomplete application materials cannot be considered. Materials received after the initial review date will be reviewed at the discretion of the University.

For full consideration, materials must be submitted by 4:30 p.m. EST on November 30, 2026.

For questions about the search, please contact search committee chair Kevin Wentworth at [email protected].

The successful applicant is subject to appropriate background screening.