IT Service Desk Manager

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., 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., * This position will provide first and second level technical support, including the installation, upgrade, and maintenance of equipment/software used within the Library. The position manages the hiring, training, and scheduling of student employees, and day to day operations of the helpdesk including timely trouble ticket response. This position supervises a full time employee for daily operation of the Helpdesk in the Library.

• This position will work closely with several distinct teams to ensure all end user devices and services are maintained and functional.
• This position maintains accurate inventory records and assists forecasting endpoint replacement/support life cycles. - ()
• This role is expected to proactively identify and address issues, implement effective solutions, and continuously evaluate and improve workflows and procedures.
• Ensures that documentation is kept up to date for the helpdesk. Utilize documentation created across department in support of products and services; identify issues in documentation outside direct purview so that responsible party is able to update as necessary.

Physical Requirements Communicating with others to exchange information. Moving about to accomplish tasks or moving from one worksite to another.

Environmental Hazards No adverse environmental conditions expected.

Work Schedule

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

Bachelor’s degree in related field and three years of related computing work experience; or any equivalent combination of education, training and experience.

Knowledge, Skills and Abilities

• 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.
• Skill 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.

Preferred 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

Welcome to the University of North Texas System. The UNT System includes the University of North Texas in Denton and Frisco, the University of North Texas at Dallas and UNT Dallas College of Law, and University of North Texas Health Fort Worth. We are the only university system based exclusively in the robust Dallas-Fort Worth region. We are growing with the North Texas region, employing more than 14,000 employees, educating a record 49,000+ students across our system, and awarding nearly 12,000 degrees each year. We are one team comprised of individuals who are committed to excellence, curiosity and innovation. We are transforming lives and creating economic opportunity through education. We champion a people-first values-based culture where We Care about each other and those we serve. We believe that we are Better Together because we foster an environment of respect, belonging, and access for all. We demonstrate Courageous Integrity through setting exceptional standards and acting in the best interest of our communities. We are encouraged to Be Curious about opportunities for learning, creating, discovering, and innovating, and are encouraged to learn from failure. Show Your Fire by joining our team and exhibiting your passion and pride in your work as part of our UNT System team. Learn more about the UNT System and how we live our values at www.UNTSystem.edu.