IT Service Desk Manager

University of North Texas System•Denton, TX

5d•$51,744•Onsite

About The Position

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. 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.

Requirements

Bachelor's degree in a related field and three years of related computing work experience; or any equivalent combination of education, training and experience.
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 in 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 in partnering with campus IT, library departments, vendors, and academic units to align support with institutional goals.
Ability to translate and communicate technical concepts for various audiences and maintain high service standards during peak academic periods.

Nice To Haves

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

Responsibilities

Provide first and second level technical support, including the installation, upgrade, and maintenance of equipment/software used within the Library.
Manage the hiring, training, and scheduling of student employees.
Oversee day-to-day operations of the helpdesk, including timely trouble ticket response.
Supervise a full-time employee for daily operation of the Helpdesk in the Library.
Work closely with several distinct teams to ensure all end user devices and services are maintained and functional.
Maintain accurate inventory records and assist in forecasting endpoint replacement/support life cycles.
Proactively identify and address issues, implement effective solutions, and continuously evaluate and improve workflows and procedures.
Ensure that documentation is kept up to date for the helpdesk.
Utilize documentation created across the department in support of products and services; identify issues in documentation outside direct purview so that the responsible party is able to update as necessary.