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University of North Texas - Dallas, TX
posted about 2 months ago
About the position
The IT Service Desk Manager at the University of North Texas - Dallas is responsible for overseeing the daily operations of the IT Service Desk team. This role serves as the primary point of contact for IT services, ensuring effective support for students, staff, and faculty. The manager will monitor ServiceNow processes and provide leadership in incident, request, access, problem, and knowledge management, while also acting as a subject matter expert for level one support processes and technology.
Responsibilities
- Oversee daily operations and prioritization of tasks for the IT Service Desk team.
- Serve as the primary point of contact for incidents, requests, and escalations for IT services.
- Hire, train, supervise, and coach employees and student workers.
- Maintain the Service Desk schedule and assign daily tasks.
- Develop and maintain compliance for Service Desk policies and procedures.
- Monitor problem management database and ensure timely resolution of problems.
- Create a positive work environment that promotes excellent customer service.
- Analyze data, identify problems, and propose solutions.
Requirements
- Bachelor's degree in a related field.
- Three years of related IT support and leadership experience, or equivalent combination of education, training, and experience.
- Strong knowledge of IT systems, applications, hardware, software, and networks.
- Excellent communication, interpersonal, and customer service skills.
- Ability to work under pressure, multitask, and prioritize tasks in a fast-paced environment.
- Experience with budgets, procurement, and vendor management.
- Asset management experience including receiving, tracking, and issuing hardware, software, and peripherals.
Nice-to-haves
- Experience managing and supporting Microsoft 365.
- Experience managing projects and project management methodology.
- Experience using enterprise remote support technology (i.e. ConnectWise, LogMeIn Rescue, TeamViewer).
- Experience capturing Service Desk metrics and key performance indicators.
- Certification in ITIL, CompTIA, Microsoft, or other relevant fields.
Benefits
- Health insurance
- Retirement plan
- Paid holidays
- Professional development opportunities
