Cross Functional IT Support Manager

University of North Texas System•Denton, TX

1d•Onsite

About The Position

The Cross Functional IT Support Manager is a flexible member of the Administrative Information Technology Services (AITS) Managers Team and manages IT support operations. The role provides advanced-level technical support to AITS customers and manages or assists with server, desktop, and software upgrades, installations, and maintenance. All work must be documented in the ServiceNow tracking system. The position supervises full-time staff and student workers and serves as a backup for on-call duties as part of the AIT Managers group. It 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 resources, and technology professionals in support of the University's mission. The position is based at the University of North Texas in Denton. The stated work schedule is Monday through Friday, 8 a.m. to 5 p.m., with occasional on-call duties. The role requires communicating to exchange information, lifting and moving objects up to 50 pounds, and moving between worksites as needed. No adverse environmental conditions are expected. The position is security sensitive and may require 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 principles and/or communications networks 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.
Ability to communicate to exchange information, lift and move objects up to 50 pounds, and move between worksites as needed.
Submit at least two professional references as part of the application.

Nice To Haves

Prior experience managing full-time and part-time IT employees.
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 the Infrastructure Change Management Team.
Mentor team members.
Act as a liaison with department heads to obtain 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 as a backup.
Oversee the movement of computer equipment.
Provide advanced-level technical support to AITS customers.
Manage or assist with upgrades, installations, and maintenance of servers, desktops, and software.
Assist with administration of NextGen eForms and Cayuse.
Work with departments on software compliance reports.
Document all work in the ServiceNow tracking system.
Supervise full-time staff and student workers.