IT Service Desk Manager

About the role

The Library IT Support team delivers technology services for the UNT Libraries, including helpdesk support, endpoint management, and maintenance of public and staff computing resources. The department focuses on providing reliable, responsive, and user-centered support while partnering with campus and library teams to enhance teaching, learning, and research.

Responsibilities

• Provides first- and second-level technical support for the UNT Libraries, including installation, configuration, maintenance, and lifecycle management of end-user devices and software.
• Led daily helpdesk operations, ensuring timely and effective resolution of service requests and incidents in alignment with established service level expectations.
• Recruits, trains, schedules, and supervises student employees, fostering a customer-focused, high-performing support team.
• Ensures consistent service quality, knowledge development, and adherence to support procedures and best practices.
• 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.
• Maintains accurate inventory and asset records and contributes to forecasting, planning, and execution of endpoint replacement and support lifecycle strategies.
• Emphasizes continuous improvement, proactively identifying service gaps, recurring issues, and opportunities to enhance processes, documentation, and user experience.
• Advances efficient, responsive, and user-centered IT support within the UNT Libraries.

Requirements

• Bachelor's degree in related field and three years of related computing work experience; or any equivalent combination of education, training and experience.
• Knowledge of computing fundamentals, network principles, and endpoint management across distributed library environments.
• Ability to oversee ticket workflows, SLA tracking, knowledge base development, and continuous process improvement.
• Proven skill recruiting, training, scheduling, and evaluating student/part-time tech staff to ensure consistent service quality.
• Experience tracking hardware/software inventories, coordinating repairs/warranties, and forecasting refresh cycles.
• Familiarity with higher-ed data privacy (FERPA), endpoint security standards, and accessibility/ADA requirements.
• Ability to rapidly learn new platforms, apply emerging tools, and troubleshoot complex technical or operational challenges.
• Skilled in partnering with campus IT, library departments, vendors, and academic units to align support with institutional goals.
• Ability to translate and communicate technical concepts for audiences and maintain high service standards during peak academic periods.

Qualifications

• Familiarity with IT service management frameworks and ticketing systems (e.g. ServiceNow, Jira).
• Windows/macOS support.
• Ancillary devices/services support (e.g. AV systems, printers).
• Knowledge of endpoint management tools and identity systems.
• SCCM / Intune / Active Directory / EntraID Experience.
• Developing documentation, workflows, and knowledge bases.

Skills

• Knowledge of computing fundamentals, network principles, and endpoint management across distributed library environments.
• Ability to oversee ticket workflows, SLA tracking, knowledge base development, and continuous process improvement.
• Proven skill recruiting, training, scheduling, and evaluating student/part-time tech staff to ensure consistent service quality.
• Experience tracking hardware/software inventories, coordinating repairs/warranties, and forecasting refresh cycles.
• Familiarity with higher-ed data privacy (FERPA), endpoint security standards, and accessibility/ADA requirements.
• Ability to rapidly learn new platforms, apply emerging tools, and troubleshoot complex technical or operational challenges.
• Skilled in partnering with campus IT, library departments, vendors, and academic units to align support with institutional goals.
• Ability to translate and communicate technical concepts for audiences and maintain high service standards during peak academic periods.

Benefits

For information regarding our Benefits, click here.

Pay

Depending on qualifications with a minimum of $51,744.00. FTE: 1.000000

Schedule

Monday-Friday 8:00am-5:00pm