Title: Cross Functional 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: Commensurate with experience

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

The Cross Functional IT Support Manager (CFITSM) provides on-site, hands-on IT support to the Union Department. Responsibilities include directly managing servers, desktops, hardware, end user support, software, security, compliance, and AD/GPO administration. This role involves direct involvement in software purchases, inventory management, and maintaining a strong IT presence with a security-first approach. The CFITSM is the primary point of contact for resolving complex IT issues, working with vendors, and handling emergencies and critical incidents. The CFITSM reports to the Director of IT Support for the Division of Student Affairs.

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

Foundational knowledge: Strong understanding of computer systems, operating systems, application development, database systems, information security, networking, and scripting.
Deep technical understanding/usage of automation work and scripting.
Server administration: installation, configuration, maintenance, backup, and security for both physical and virtual servers.
Desktop/laptop hardware and software: troubleshooting, encryption, antivirus, endpoint protection, and software deployments.
Active Directory/Group Policy: user/group management, permissions, security settings, and policies.
ServiceNow or similar systems: incident/task management, change management, and reporting.
Network security: firewalls, best practices.
IT compliance/software acquisition: Technology Acquisition Questionnaires, compliance assessment, security alignment.
Asset management: tracking, documenting, reporting, and replacing IT items.
Team leadership: coaching, training, mentoring, backup preparation.
IT issue resolution: efficient problem solving with stakeholders.
IT projects: planning, implementation, testing of new builds, upgrades, and expansions.
Union Department IT: servers, desktops, hardware, support, software, security, compliance, AD/GPO administration.
Vendor coordination: ensure IT systems are maintained, updated, and secure.
Emergency handling: swift response, collaboration, on-call availability, be available for unforeseen challenges.

Preferred Qualifications

Bachelor's degree in Computer Science, Information Technology, or a related field.
Experience in IT support, server administration, and network security.
Demonstrated experience in automation and scripting to streamline IT processes and improve efficiency.
Proficiency in developing software deployment packages for various applications, updates, and scripts in SCCM.
Strong understanding of computer systems, operating systems, application development, database systems, information security, networking, and scripting.
Experience in server administration, including installation, configuration, maintenance, backup, and security for both physical and virtual servers.
Knowledge of desktop/laptop hardware and software, including troubleshooting, encryption, antivirus, endpoint protection, and software deployments.
Familiarity with Active Directory/Group Policy for user/group management, permissions, security settings, and policies.
Experience with ServiceNow or similar systems for incident/task management, change management, and reporting.
Deep understanding of network security best practices, including firewalls.
Knowledge of IT compliance and software acquisition processes
Experience in asset management, including tracking, documenting, reporting, and replacing IT items.
Strong team centric approach
Proven ability to efficiently resolve IT issues and collaborate with stakeholders.
Experience in planning, implementing, and testing new builds, upgrades, and expansions for IT projects.

Required License/Registration/Certifications

Job Duties:

• Keep the Director of IT Support informed of issues, anomalies, new software purchases, and major developments 
• Oversee a Cross Functional IT Support Coordinator and be the main contact for IT-related items for the Union Department. Handle escalated IT problems, work with the Union Department, and maintain data security standards. Coach, train, and mentor the CFITSC to be fully prepared as a backup. 
• Be primary contact and involve the CFITSC for the AITS DSA Union Department, including both physical and virtual servers. Lead server projects for new builds and major upgrades. 
• Provide general support for users and departments for hardware (desktops/laptops), peripherals, software, and troubleshooting on applications and computing hardware. 
• Coordinate with vendors to ensure security best practices are followed when implementing systems. Plan upgrades in advance and collaborate with the Union and vendors to maintain and update systems. 
• Respond to virus and malware infections, apply encryption to laptops, tablets, and desktops, and resolve issues related to antivirus and endpoint protection products7. 
• Address endpoint security/compliance issues detected by monitoring software like WSUS, Rapid7, and others. - (Essential)
• Handle AD administration and GPO configuration, ensuring proper organization of AD objects and managing group memberships and permissions9.
• Develop software deployment packages for various applications, updates, and scripts in SCCM. Test packages thoroughly before deploying them to production systems. 
• Use ServiceNow (SNOW) or the Enterprise ticketing system to track and manage incidents/tasks, ensuring timely resolution and minimizing service disruptions. 
• Play a crucial role in handling emergencies and critical incidents, including swift response during nonregular work hours, weekends, and holidays. 
• Perform special projects and other duties as assigned by the AITS Assistant Vice President. 
• Collaborate on the expansion and building of UNT New College at Frisco and support Union-related projects on the campus. 

Work Schedule:

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, sexual orientation, gender identity, 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, facilities and employment practices. The University of North Texas System promptly investigates complaints of discrimination, harassment and related retaliation and takes remedial action when appropriate. The University of North Texas System 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 an investigative proceeding or hearing.