IT Service Desk Manager

Title: IT Service Desk Manager Employee Classification: IT Service Desk Manager Campus: University of North Texas Division: UNT-Provost SubDivision-Department: UNT-University Library Department: UNT-University Library IT Services-141001 Job Location: Denton Salary: Depending on qualifications with a minimum of $51,744.00. FTE: 1.000000 Retirement Eligibility: Department Summary The Library IT Support team delivers technology services for the UNT Libraries, including helpdesk support, endpoint management, and maintenance of public and staff computing resources. The department focuses on providing reliable, responsive, and user-centered support while partnering with campus and library teams to enhance teaching, learning, and research. Position Overview This position provides first- and second-level technical support for the UNT Libraries, including installation, configuration, maintenance, and lifecycle management of end-user devices and software. The Helpdesk Manager leads daily helpdesk operations, ensuring timely and effective resolution of service requests and incidents in alignment with established service level expectations. The position is responsible for recruiting, training, scheduling, and supervising student employees, fostering a customer-focused, high-performing support team. This role ensures consistent service quality, knowledge development, and adherence to support procedures and best practices. Working in close partnership with a Cross Functional IT Specialist, this position coordinates the daily operation of the Library Helpdesk and collaborates with multiple IT and library teams to ensure reliable, secure, and well-maintained technology services and endpoints. The Helpdesk Manager maintains accurate inventory and asset records and contributes to forecasting, planning, and execution of endpoint replacement and support lifecycle strategies. This role emphasizes continuous improvement, proactively identifying service gaps, recurring issues, and opportunities to enhance processes, documentation, and user experience. The position plays a key role in advancing efficient, responsive, and user-centered IT support within the UNT Libraries. Minimum Qualifications Bachelor's degree in related field and three years of related computing work experience; or any equivalent combination of education, training and experience. Knowledge, Skills and Abilities Knowledge of computing fundamentals, network principles, and endpoint management across distributed library environments. Ability to oversee ticket workflows, SLA tracking, knowledge base development, and continuous process improvement. Proven skill recruiting, training, scheduling, and evaluating student/part-time tech staff to ensure consistent service quality. Experience tracking hardware/software inventories, coordinating repairs/warranties, and forecasting refresh cycles. Familiarity with higher-ed data privacy (FERPA), endpoint security standards, and accessibility/ADA requirements. Ability to rapidly learn new platforms, apply emerging tools and troubleshoot complex technical or operational challenges. Skill partnering with campus IT, library departments, vendors, and academic units to align support with institutional goals. Ability to translate and communicate technical concepts for audiences and maintain high service standards during peak academic periods. Preferred Qualifications Familiarity with IT service management frameworks and ticketing systems (e.g. ServiceNow, Jira) Windows/macOS support Ancillary devices/services support (e.g. AV systems, printers) Knowledge of endpoint management tools and identity systems. SCCM / Intune / Active Directory / EntraID Experience developing documentation, workflows, and knowledge bases We want to emphasize that the preferred qualifications are not required and that we are committed to helping our future colleague develop these preferred skills. Job Duties This position will provide first and second level technical support, including the installation, upgrade, and maintenance of equipment/software used within the Library. The position manages the hiring, training, and scheduling of student employees, and day to day operations of the helpdesk including timely trouble ticket response. This position supervises a full time employee for daily operation of the Helpdesk in the Library. This position will work closely with several distinct teams to ensure all end user devices and services are maintained and functional. This position maintains accurate inventory records and assists forecasting endpoint replacement/support life cycles. This role is expected to proactively identify and address issues, implement effective solutions, and continuously evaluate and improve workflows and procedures. Ensures that documentation is kept up to date for the helpdesk. Utilize documentation created across department in support of products and services; identify issues in documentation outside direct purview so that responsible party is able to update as necessary. Physical Requirements Communicating with others to exchange information. Moving about to accomplish tasks or moving from one worksite to another. Environmental Hazards No adverse environmental conditions expected. Work Schedule Monday-Friday 8:00am-5:00pm Driving University Vehicle No 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. Applicants must submit a resume, a cover letter and a list of three professional references with their online application. Benefits For information regarding our Benefits. 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. #J-18808-Ljbffr