Cross Functional IT Support Manager

Title: Cross Funct IT Support Manager

Employee Classification: Cross Funct IT Support Manager

Campus: University of North Texas

Division: UNT-Information Technology

SubDivision-Department: UNT-Enrollment Operations

Department: UNT-Administrative IT Services-150100

Job Location: Denton

Salary: $73,047.44

FTE: 1.000000

Retirement Eligibility: TRS Eligible

About Us - Values Overview

Department Summary

Administrative Information Support Services (AITS) is uniquely positioned to support the University's mission by providing the primary university-wide, shared resources of computing hardware, software, data and voice communications, and technology professional personnel on campus. AITS is called upon to provide computing and electronic communications resources when it can do so more effectively or more efficiently than separate units.

Position Overview

This position serves an operational role that manages and maintains: servers, desktops, networked devices, and other IT efforts by the Administrative Information Technology Services team and supported areas. Responsibilities include: IT personnel management, technology deployment, system administration, IT collaboration, coordination, architecting, and appraisal. This position directs day to day operational management, deploys IT devices, supports user issues, IT policy enforcement, and serves backup and on-call roles for the areas of direct operational responsibility.

Minimum Qualifications

Bachelor's degree in related field and five years of related computing work experience; or any equivalent combination of education, training and experience.

Knowledge, Skills and Abilities

Prior experience with specific systems, equipment and software may be specified as needed by department. Considerable knowledge of principles of computing and/or communications networks, and characteristics of computing hardware and software used in distributed environments. Ability to supervise and train subordinates. Ability to operate computer keyboards and to install computer hardware. Ability to assimilate, retain and utilize technical and applications-oriented information.

Preferred Qualifications

The preferred candidate will possess the following additional qualifications: Knowledge and experience with application and package preparation and deployment using SCCM, Intune, JAMF or Group Policy. Knowledge and experience creating and deploying Windows system images using SCCM (or OSD, etc.). Knowledge and experience with Windows Server operating systems. Practical experience with scripting and automation techniques on Windows and/or Mac OS X platforms. Strong working knowledge of database concepts, including SQL querying and report building. Considerable experience developing both technical and end-user support documentation. Prior experience with designing and deploying audiovisual and collaborative technologies. Working knowledge of the maintenance and operation of retail point of sale systems. Experience collaborating with cross campus departments in a Higher Education environment. Strong written and verbal communication skills. Strong organizational skills and ability to simultaneously execute multiple projects.

Required License/Registration/Certifications

Job Duties

• Supervise, mentor, and train subordinates in the normal course of support of users/desktops and servers. 
• Ensure proper firewall and security operations for all systems within the primary area. Follow best practices guidelines to ensure security of all IT assets, including immediate installation of highly critical security patches or ensuring that proper workarounds are implemented.. Work with the ITSS Information Security team to ensure proper security procedures. 
• Study current trends and complete assigned trainings. 
• Plan and implement projects and new systems, in coordination with leadership team and supported area management, working with other internal teams and vendor support as necessary for a successful implementation. 
• Provide oncall support during special events, weekends, holidays, and offhours. Function as a primary for assigned area of responsibility and as a backup for Senior IT Support Manager. 
• Provide server support for systems within area of responsibility. Build new servers according to AITS standards. 
• Provide desktop support, IT deployment service and enduser training for area of responsibility. Build new desktops according to AITS standards. Monitor warranty status to keep departments apprised for lifecycle planning. 
• Follows sound business procedures and a team management approach, especially following the chain of command, pushing decisions to lowest level, taking grievances to their source, and being supportive and helpful to other staff members. 
• Fulfill operational documentation duties for servers, desktops, and other devices within the support spectrum of the primary duties of this position. Keep the Senior IT Support Manager appraised on all the operational documentation changes by ensuring the availability of said documentation. 
• The primary role of the position is to provide oversight of the IT devices and resources within the area of assignment. 
• Ensure proper firewall and security operations for all systems within the primary area. Follow best practices guidelines to ensure security of all IT assets, including immediate installation of highly critical security patches or ensuring that proper workarounds are implemented. Work with the ITSS Information Security team to ensure proper security procedures 
• Other projects/tasks/duties as assigned by the Sr IT Support Manager, Director, and the AITS AVP. 

Physical Requirements

Lifting and Moving objects up to 50 pounds.
Moving about to accomplish tasks or moving from one worksite to another.
Communicating with others to exchange information.
Repeating motions that may include the wrists, hands and/or fingers.

Environmental Hazards

Elevated temperatures.
Low temperatures.
Noisy environments.
Outdoor elements such as precipitation and wind.

Work Schedule

In person Monday through Friday 8-5, with occasional night/weekend/on-call

Driving University Vehicle

Yes

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. 

Benefits

For information regarding our Benefits, click here.

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.