Cross Functional IT Support Manager
About The Position
The Cross Functional IT Support Manager works as a flexible member of the Administrative Information Technology Services (AITS) Managers Team to manage IT support operations and provide advanced-level technical support to AITS customers. The role manages and assists with server, desktop, and software upgrades, installations, and maintenance; documents work in the ServiceNow tracking system; supervises full-time staff and student workers; and serves as a backup for on-call duties as part of the AIT Managers group. The position also assists with administration of NextGen eForms and Cayuse and works with departments on software compliance reports. AITS provides university-wide shared computing hardware, software, data and voice communications, and technology professionals to support the University's mission. The position is based in Denton, Texas, and is scheduled Monday through Friday, 8 a.m. to 5 p.m., with occasional on-call duties. It is security sensitive and requires driving a University vehicle.
Requirements
- Bachelor's degree in a related field and five years of related computing work experience, or an equivalent combination of education, training, and experience.
- Considerable knowledge of computing and/or communications network principles and of computing hardware and software used in distributed environments.
- Ability to supervise and train subordinates.
- Ability to operate computer keyboards and install computer hardware.
- Ability to assimilate, retain, and use technical and applications-oriented information.
- Submit at least two professional references as part of the application.
- Ability to meet the listed physical demands, including lifting and moving objects up to 50 pounds, moving between worksites, operating motor vehicles or heavy equipment, repetitive hand and wrist motions, and sedentary work involving sitting or standing.
Nice To Haves
- Prior experience managing full-time and part-time IT staff.
- Prior experience managing a helpdesk, routing tickets, and 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.
Responsibilities
- Manage Tier I Helpdesk employees.
- Oversee proper work documentation in the Incident Management System.
- Oversee Knowledgebase maintenance.
- Plan and coordinate infrastructure change management.
- Mentor the team.
- Serve as liaison with department heads to gather continual-improvement feedback.
- Assist with training Helpdesk personnel.
- Research and quote new technology solutions for customer departments.
- Complete special projects as assigned.
- Participate in on-call coverage.
- Oversee the movement of computer equipment.
- Manage and assist with upgrades, installations, and maintenance of servers, desktops, and software as needed.
- Provide advanced-level technical support to AITS customers.
- Use ServiceNow to document all work.
- Supervise full-time staff and student workers.
- Assist with administration of NextGen eForms and Cayuse.
- Work with departments on software compliance reports.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
