Title: IT Help Desk Team Lead

Employee Classification: Lead IT Customer Support

Campus: University of North Texas - Dallas

Division: DAL-Finance & Admin

SubDivision-Department: DAL-Finance & Admin

Department: DAL-Office of Information Tech-530003

Job Location: Dallas

Salary: Commensurate with experience.

FTE: 1.000000

Retirement Eligibility:

About Us - Values Overview:

Department Summary

The Office of Information Technology (OIT) at the University of North Texas at Dallas is dedicated to delivering innovative, reliable, and customer-focused technology services that empower students, faculty, and staff. As a strategic partner in advancing the university’s mission, OIT supports a wide range of academic and administrative functions through robust infrastructure, responsive support services, and forward-thinking solutions. The department fosters a collaborative and inclusive environment, emphasizing service excellence, continuous improvement, and the effective use of technology to enhance the UNT Dallas experience.

Position Overview

The Lead IT Customer Support position plays a pivotal role in ensuring the smooth and efficient operation of the UNT Dallas IT Help Desk. As the primary point of contact for IT support services, this position is responsible for overseeing daily Help Desk activities, managing task prioritization, and fostering a customer-centric environment for students, faculty, and staff.

This role combines technical oversight with leadership responsibilities, including supervising a team of employees and student workers, maintaining service schedules, and ensuring adherence to IT service management processes through platforms like ServiceNow. The Lead also acts as a subject matter expert for Level 1 and Level 2 support, guiding the team in incident resolution, request fulfillment, and knowledge management.

With a strong emphasis on communication, professionalism, and continuous improvement, the Lead, IT Customer Support is instrumental in shaping the user experience and operational excellence of IT services across the institution. 

Minimum Qualifications

Associate's degree in related field and (2) two years of related IT support and leadership experience; or any equivalent combination of education, training, and experience.

Knowledge, Skills and Abilities

• Strong understanding of computing principles, network systems, and enterprise hardware/software environments.
• Ability to supervise, train, and coach diverse teams.
• Skilled in technical troubleshooting, hardware installation, and knowledge base development.
• Excellent communication, interpersonal, and customer service skills.
• Capable of managing multiple priorities in a fast-paced, high-pressure environment.
• Proficient in analyzing data, identifying issues, implementing effective solutions, and performance monitoring.
• Experience creating procedural documentation and process development.

Preferred Qualifications

• One (1) year in a leadership role
• Microsoft 365 administrative support
• Proficiency in project management methodology
• Knowledge of enterprise remote support technology (i.e. ConnectWise, LogMeIn Rescue, TeamViewer, etc.)
• Familiarity capturing Help Desk metrics, key performance indicators and dashboard reports
• Broad experience supporting technology at the enterprise level in a matrixed organization
• Certification in ITIL, CompTIA, Microsoft, or other relevant fields is a plus.

Required License/Registration/Certifications

Job Duties:

• Duties include hiring, training, scheduling, and coaching for employees and student workers reporting to the position.
• Maintains Service Desk schedule and assigns task daily relative to Service Desk responsibilities.
• Serves as the primary point of contact for incidents, requests and escalations for IT services.
• Interfaces with end users of technology, employing a high degree of tact and diplomacy to promote a positive image of the IT department.
• Exhibits customer centric behaviors and communicates professionally through verbal, written and visual platforms.
• Creates a positive work environment that lends itself to the best interests of departmental personnel and customer service.
• Responsible for developing and maintaining compliance for Service Desk policy and procedures, as well as meeting agreed service levels and key performance indicators tracking Service Desk performance.
• Monitors problem management database and follows up with assigned personnel to ensure timely resolution of problems.
• Maintains a central source of knowledge in ServiceNow enabling staff and support technicians to assist end users efficiently.

Physical Requirements:

• Communicating with others to exchange information.
• Lifting and Moving objects up to 20 pounds.
• Sedentary work that primarily involves sitting/standing.

Environmental Hazards:

• No adverse environmental conditions expected.

Work Schedule:

Monday thru Friday, 8AM to 5PM

Driving University Vehicle:

No

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.