Cross Functional IT Support Manager

Job Description

Job Description

Title: Cross Functional IT Support Manager

Employee Classification: Cross Funct IT Support Manager

Campus: University of North Texas

Division: UNT-Information Technology

SubDivision-Department: UNT-University Technologies

Department: UNT-Administrative IT Services-150100

Job Location: Denton

Salary: $73,396.28

FTE: 1.000000

Retirement Eligibility: TRS Eligible

About Us - Values Overview

Welcome to the University of North Texas System. The UNT System includes the University of North Texas in Denton and Frisco, the University of North Texas at Dallas and UNT Dallas College of Law, and University of North Texas Health Fort Worth. We are the only university system based exclusively in the robust Dallas-Fort Worth region. We are growing with the North Texas region, employing more than 14,000 employees, educating a record 49,000+ students across our system, and awarding nearly 12,000 degrees each year.

We are one team comprised of individuals who are committed to excellence, curiosity and innovation. We are transforming lives and creating economic opportunity through education. We champion a people-first values-based culture where We Care about each other and those we serve. We believe that we are Better Together because we foster an environment of respect, belonging, and access for all. We demonstrate Courageous Integrity through setting exceptional standards and acting in the best interest of our communities. We are encouraged to Be Curious about opportunities for learning, creating, discovering, and innovating, and are encouraged to learn from failure. Show Your Fire by joining our team and exhibiting your passion and pride in your work as part of our UNT System team.

Learn more about the UNT System and how we live our values at

Department Summary

Administrative Information Technology Services (AITS) is uniquely positioned to support the University's mission by providing the primary university-wide, shared resources of computing hardware, software, data and voice communications, and technology professional personnel on campus. AITS is called upon to provide computing and electronic communications resources when it can do so more effectively or more efficiently than separate units.

Position Overview

Works as a flexible member of the AIT Managers Team to manage IT support operations. Provides advanced-level technical support to AITS customers. Manages and assists with upgrades, installations, and maintenance of servers, desktops, and software as needed. Utilizes the ServiceNow tracking system for all work documentation. Supervises full-time staff and student workers. Serves as a backup with on-call duties as a member of the AIT Managers group. Provides assistance with the administration of NextGen eForms and Cayuse. Works with our departments on software compliance reports.

Minimum Qualifications

Bachelor's degree in related field and five years of related computing work experience; or any equivalent combination of education, training and experience.

Knowledge, Skills and Abilities

Considerable knowledge of principles of computing and/or communications networks, and characteristics of computing hardware and software used in distributed environments. Ability to supervise and train subordinates. Ability to operate computer keyboards and to install computer hardware. Ability to assimilate, retain and utilize technical and applications oriented information.

Preferred Qualifications

Prior experience managing a staff of full-time and part-time IT employees. Prior experience managing a helpdesk, routing tickets, managing staff workloads. Prior experience managing windows application servers with an emphasis on security. Extensive knowledge of Active Directory management. Knowledge of PowerShell scripting. Experience using Microsoft Intune and Microsoft Configuration Manager.

Required License/Registration/Certifications

Job Duties

• Manage Tier I Helpdesk employees 
• Oversight for proper work documentation in Incident Management System 
• Oversight for Knowledgebase Maintenance 
• Plan and Coordinate Infrastructure Change Management 
• Team Mentoring 
• Liaison with Department Heads for Continual Improvement Feedback 
• Assist with training Helpdesk personnel 
• Research and quote new technology solutions for customer departments 
• Complete special projects as assigned 
• OnCall 
• Oversee the movement of computer equipment 

Physical Requirements

Communicating with others to exchange information.
Lifting and Moving objects up to 50 pounds.
Moving about to accomplish tasks or moving from one worksite to another.
Operating motor vehicles or heavy equipment.Repeating motions that may include the wrists, hands and/or fingers.
Sedentary work that primarily involves sitting/standing.

Environmental Hazards

No adverse environmental conditions expected.

Work Schedule

M-F 8am to 5pm with occasional on-call, on-site

Driving University Vehicle

Yes

Security Sensitive

This is a Security Sensitive Position.

Special Instructions

Applicants must submit a minimum of two professional references as part of their application. If needed, additional references can be added after the application has been submitted. 

Benefits

For information regarding our Benefits, click here.

EEO Statement

The University of North Texas System is firmly committed to equal opportunity and does not permit –and takes actions to prevent – discrimination, harassment (including sexual violence, domestic violence, dating violence and stalking), and retaliation on the basis of race, color, religion, national origin, sex, age, disability, genetic information, or veteran status in its application, employment practices, and facilities; nor permits race, color, national origin, religion, age, disability, veteran status, or sex discrimination and harassment in its admissions processes, and educational programs and activities. UNT System Administration promptly investigates complaints of discrimination, harassment, and related retaliation and takes remedial action when appropriate. System Administration also takes actions to prevent retaliation against individuals who oppose any form of harassment or discriminatory practice, file a charge or report, or testify, assist, or participate in a related investigation or proceeding.