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Denton, Texas, United States
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 position is responsible for recruiting, training, scheduling, and supervising student employees, fostering a customer-focused, high-performing support team. This role ensures consistent service quality, knowledge development, and adherence to support procedures and best practices
Working in close partnership with a Cross Functional IT Specialist, this position coordinates the daily operation of the Library Helpdesk and collaborates with multiple IT and library teams to ensure reliable, secure, and well-maintained technology services and endpoints.
The Helpdesk Manager maintains accurate inventory and asset records and contributes to forecasting, planning, and execution of endpoint replacement and support lifecycle strategies.
This role emphasizes continuous improvement, proactively identifying service gaps, recurring issues, and opportunities to enhance processes, documentation, and user experience. The position plays a key role in advancing efficient, responsive, and user-centered IT support within the UNT Libraries.
