Edtech.com's Summary

University of North Texas is hiring a Cross Functional IT Support Manager. The role manages IT support operations for Administrative Information Technology Services, the university's shared computing and technology services unit, including its Tier I helpdesk and the ServiceNow ticketing system. The manager also supervises full-time and student staff and provides advanced technical support to the departments the unit serves.

Highlights

Manage and supervise the Tier I helpdesk team of full-time staff and student workers, and help train helpdesk personnel.
Oversee work documentation in the incident management system and keep the knowledge base maintained, using ServiceNow to record all work.
Plan and coordinate infrastructure change management, and oversee the movement of computer equipment.
Provide advanced-level technical support to customer departments, including upgrades, installations, and maintenance of servers, desktops, and software.
Research and quote new technology solutions for customer departments, and act as liaison with department heads to gather feedback for continual improvement.
Assist with administration of NextGen eForms and Cayuse and work with departments on software compliance reports.
Serve as a backup on-call manager as part of the AIT Managers team.
Bachelor's degree in a related field and five years of related computing experience (or an equivalent combination), with knowledge of computing hardware, software, and networks in distributed environments and the ability to supervise and train staff.
Preferred experience managing full-time and part-time IT staff, running a helpdesk, managing Windows application servers with a security focus, and working with Active Directory, PowerShell, Microsoft Intune, and Microsoft Configuration Manager.
Salary of $73,396.28, working Monday through Friday 8am to 5pm on-site with occasional on-call duty.

Cross Functional IT Support Manager Full Description

Cross Functional IT Support Manager

Employee Classification: Cross Funct IT Support Manager

Campus: University of North Texas

Division: UNT-Information Technology

SubDivision-Department: UNT-University Technologies

Department: UNT-Administrative IT Services-150100

Job Location: Denton

Salary: $73,396.28

FTE: 1.000000

Retirement Eligibility: TRS Eligible

Department Summary

Administrative Information Technology 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

Works as a flexible member of the AIT Managers Team to manage IT support operations. Provides advanced-level technical support to AITS customers. Manages and assists with upgrades, installations, and maintenance of servers, desktops, and software as needed. Utilizes the ServiceNow tracking system for all work documentation. Supervises full-time staff and student workers. Serves as a backup with on-call duties as a member of the AIT Managers group. Provides assistance with the administration of NextGen eForms and Cayuse. Works with our departments on software compliance reports.

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

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

Prior experience managing a staff of full-time and part-time IT employees. Prior experience managing a helpdesk, routing tickets, managing staff workloads. Prior experience managing windows application servers with an emphasis on security. Extensive knowledge of Active Directory management. Knowledge of PowerShell scripting. Experience using Microsoft Intune and Microsoft Configuration Manager.

Required License/Registration/Certifications

N/A

Job Duties

Manage Tier I Helpdesk employees
Oversight for proper work documentation in Incident Management System
Oversight for Knowledgebase Maintenance
Plan and Coordinate Infrastructure Change Management
Team Mentoring
Liaison with Department Heads for Continual Improvement Feedback
Assist with training Helpdesk personnel
Research and quote new technology solutions for customer departments
Complete special projects as assigned
OnCall
Oversee the movement of computer equipment

Physical Requirements

Communicating with others to exchange information.
Lifting and Moving objects up to 50 pounds.
Moving about to accomplish tasks or moving from one worksite to another.
Operating motor vehicles or heavy equipment.Repeating motions that may include the wrists, hands and/or fingers.
Sedentary work that primarily involves sitting/standing.

Environmental Hazards

No adverse environmental conditions expected.

Work Schedule

M-F 8am to 5pm with occasional on-call, on-site

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.

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.

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