Title: IT Service Desk Manager

Employee Classification: IT Service Desk Manager

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 UNT Dallas Office of Technology supports UNT Dallas including its main campus and the College of Law for the successful delivery and support of all information technology functions and services.

Position Overview

The primary responsibility of the IT Service Desk Manager is to oversee the daily operation and prioritization of task for the UNT Dallas IT Service Desk team. The position serves as the leader for the IT Service Desk and represents the front door for IT services to students, staff and faculty. The position monitors ServiceNow processes for incident, request, access, problem, and knowledge management as well as serves as subject matter expertise for level one support processes and technology.

Minimum Qualifications

Bachelor's degree in related field and (3) three years of related IT support and leadership experience; or any equivalent combination of education, training, and experience.

Knowledge, Skills and Abilities

• Strong knowledge of IT systems, applications, hardware, software, and networks.
• Excellent communication, interpersonal, and customer service skills.
• Ability to work under pressure, multitask, and prioritize tasks in a fast-paced environment.
• Ability to hire, supervise, train, and coach a team of diverse and talented individuals.
• Ability to develop and implement support processes, procedures, and knowledgebase.
• Ability to analyze data, identify problems, and propose solutions.
• Experience with budgets, procurement, and vendor management.
• Asset management experience including receiving, tracking, and issuing hardware, software, and peripherals to end users.
• Knowledge of ITIL and experience working with an industry-standard IT Service Management tool.

Preferred Qualifications

• Experience managing and supporting Microsoft 365.
• Experience managing projects and project management methodology.
• Experience using enterprise remote support technology (i.e. ConnectWise, LogMeIn Rescue, TeamViewer, etc.).
• Experience capturing Service 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.

Work Schedule:

Monday thru Friday, 8AM to 5PM

Driving University Vehicle:

No

Security Sensitive:

This is a Security Sensitive Position.

Special Instructions:

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) and retaliation on the basis of race, color, religion, national origin, sex, sexual orientation, gender identity or expression, age, disability, genetic information, or veteran status in its application and admission processes, educational programs and activities, facilities and employment practices. The University of North Texas System immediately investigates complaints of discrimination 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.