IT Service Desk Manager

Title: IT Service Desk Manager

Employee Classification: IT Service Desk Manager

Campus: University of North Texas

Division: UNT-Provost

Sub Division-Department: UNT-University Library

Department: UNT-University Library IT Services-141001

Job Location: Denton

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

FTE: 1.000000

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. Utilizes documentation created across the department in support of products and services; identifies issues in documentation outside direct purview so that responsible parties are able to update as necessary.

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

• Familiarity with IT service management frameworks and ticketing systems (e.g., Service Now, 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

• 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…