IT Service Desk Manager

University of North Texas; Denton (TX); On-site; USD 46,569 - 56,918; Full time

Benefits offered by this job

Benefits available to eligible employees

Job summary

The University of North Texas is seeking an IT Service Desk Manager in Denton. This role manages daily helpdesk operations, ensuring effective resolution of service requests and training support staff.

The ideal candidate will have a Bachelor's degree in a related field along with three years of relevant experience. You will maintain inventory records, foster a customer-focused environment, and ensure compliance with data privacy standards.

This position also offers benefits to eligible employees.

Qualifications

• Bachelor's degree and three years of related computing work experience.
• Proven recruiting, training, and supervising skills.
• Experience with IT service management frameworks.

Responsibilities

• Provide technical support for end-user devices.
• Lead helpdesk operations and ensure timely ticket resolution.
• Recruit, train, and supervise student employees.

Skills

Knowledge of computing fundamentals

Ability to oversee ticket workflows

Proven skill in recruiting and training staff

Experience tracking hardware and software inventories

Familiarity with data privacy and security standards

Skill in troubleshooting technical challenges

Ability to communicate technical concepts

Education

Bachelor's degree in a related field

Tools

ServiceNow

Jira

SCCM

Active Directory

Job description

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: 1.0

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 role involves recruiting, training, scheduling, and supervising student employees, fostering a customer-focused, high‑performing support team. It also requires maintaining accurate inventory and asset records, forecasting and planning endpoint replacement and support lifecycle strategies, and continuously identifying service gaps, recurring issues, and opportunities to enhance processes and user experience.

Responsibilities

• Provide first- and second-level technical support for end-user devices and software.
• Lead daily helpdesk operations, ensuring timely resolution of tickets and incidents.
• Recruit, train, schedule, and supervise student employees and a full‑time helpdesk staff member.
• Maintain accurate inventory and asset records, and forecast endpoint replacement cycles.
• Collaborate with campus IT, library departments, vendors, and academic units to align support with institutional goals.
• Continuously evaluate and improve workflows, documentation, and user experience.
• Manage knowledge base development and SLA tracking.
• Ensure compliance with data privacy, security, and accessibility requirements.

Minimum Qualifications

Bachelor's degree in a related field and three years of related computing work experience; or an 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 in recruiting, training, scheduling, and evaluating student/part‑time tech staff to ensure consistent service quality.
• Experience tracking hardware and software inventories, coordinating repairs and 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 diverse audiences and maintain high service standards during peak academic periods.

Preferred Qualifications

• Familiarity with IT service management frameworks and ticketing systems such as ServiceNow or Jira.
• Experience providing Windows and macOS support.
• Support of ancillary devices and services such as AV systems and printers.
• Knowledge of endpoint management tools and identity systems (SCCM, Intune, Active Directory, EntraID).
• Experience developing documentation, workflows, and knowledge bases.

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 8:00 am‑5:00 pm

Security Sensitive

This is a Security Sensitive Position.

Benefits

Benefits are available to eligible employees.

EEO Statement

The University of North Texas System is firmly committed to equal opportunity and does not permit or take 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, 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.