Title: Cross Functional IT Support Supervisor

Employee Classification: Cross Funct IT Support Manager

Campus: University of North Texas

Division: UNT-Information Technology

SubDivision-Department: UNT-Enrollment Operations

Department: UNT-Administrative IT Services-150100

Job Location: Denton

Salary: $71,100.00

FTE: 1.000000

Retirement Eligibility:

About Us - Values Overview:

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 the University of North Texas Health Science Center at 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 inclusive 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 .

Department Summary

Administrative Information Support 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

The Cross Functional IT Support Manager (CFITSM) is a vital member of the AITS team that provides IT support to the Union Department. The CFITSM oversees a Cross Functional IT Support Coordinator (CFITSC) and duties include managing servers, desktops, hardware, end user support, software, security, compliance, and AD/GPO administration, software purchases, inventory and keeping a strong IT presence with a security first approach. The CFITSM is also the main point of contact for and resolves complex IT issues, works with vendors, handles emergencies and critical incidents. The CFITSM reports to the Director, IT Support and collaborates with internal departments, UNT System IT and various vendors.

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

Knowledge of server administration, both physical and virtual, including installation, configuration, maintenance, backup, and security.
Knowledge of desktop and laptop hardware, software, and peripherals, including troubleshooting, encryption, antivirus, and endpoint protection and software deployments.
Knowledge of Active Directory and Group Policy, including user and group management, permissions, security settings, and policies.
Knowledge of ServiceNow or similar enterprise ticketing systems, including incident and task management, change management, and reporting.
Knowledge of firewalls, network security and security best practices.
Knowledge of IT compliance and software acquisition, including Technology Acquisition Questionnaires, compliance assessment, and security alignment.
Knowledge of asset management, including tracking, documenting, reporting, and replacing IT items.
Skills in managing and leading a cross functional IT support team, including coaching, training, mentoring, and backup preparation.
Skills in handling complex IT issues, working with internal and external stakeholders, and resolving problems efficiently and effectively.
Skills in handling emergencies and critical incidents, including swift response, collaboration, on-call availability, and unforeseen challenges. Skills in participating in IT projects, such as new builds, major upgrades, and campus expansion, including planning, implementation, and testing.
Ability to oversee and manage servers, desktops, hardware, end user support, software, security, compliance, and AD/GPO administration within the Union Department.
Ability to coordinate with vendors, UNT System IT, and various departments to ensure IT systems are well maintained, updated, and secure.
Ability to handle emergencies and critical incidents and be available to tackle unforeseen challenges whenever they arise.

Preferred Qualifications

Required License/Registration/Certifications

Job Duties:

• Management of servers within AITS DSA Union Department. Position will be primary and will train a backup. There are both physical and virtual servers. Be an active participant as needed on server projects for new builds and major upgrades.
• % - General Support for users and departments for hardware (desktops/laptops), peripherals, software and troubleshooting on applications and computing hardware.
• % - Coordinate with vendors to make sure that security best practices are followed when implementing systems and software and firmware are updated throughout the system and hardware lifespan. Plan upgrades in advance when systems are nearing EOL and collaborate with the Union and vendors to ensure systems are well maintained and updated.
• Collaborate with UNT System IT Datacomm to keep the Union Firewall functional and secure.
• Respond to virus and malware infections, apply encryption to laptops, tablets, and desktops as needed, and resolve issues related to our antivirus and endpoint protection product, including communication challenges with the antivirus agents.
• Oversee a Cross Functional IT Support Coordinator but will be the main contact for the IT related items for the Union Department and will be primary on handling escalated IT problems, working with the Union Department, and maintaining data security standards. Position will also coach/train/mentor the CFITSC to be fully prepared to step in as a backup. This position reports to the Director, IT Support for AITS DSA.
• Respond and resolve endpoint security/compliance issues detected by monitoring software like WSUS, Rapid7 and others
• Encompass both AD administration and GPO configuration. Ensure proper organization of AD objects, including user accounts, groups, computer accounts, and organizational units (OUs). Create, modify, and delete user accounts as needed. Manage group memberships and permissions within AD. Configure and manage GPOs to enforce security settings, access controls, and other policies. Ensure that only authorized users have access to the appropriate resources through GPOs.
• Develop software deployment packages for various applications, updates, and scripts in SCCM. Ensure packages are optimized for efficient distribution across the network. Customize package properties, such as installation behavior, dependencies, and detection methods. Test packages thoroughly in a lab environment before deploying them to production systems. Design and create custom queries using WMI Query Language (WQL). These queries help retrieve specific information from the SCCM database. Leverage queries to monitor compliance, track software installations, and generate reports.
• Use ServiceNow (SNOW) or the Enterprise ticketing system to track and manage incidents/tasks, ensuring timely resolution and minimizing service disruptions. Additionally, collaborate with the Change Management team to assess and implement necessary changes, maintaining a stable and efficient IT environment.
• Play a crucial role in handling emergencies and critical incidents. Swiftly addressing urgent incidents during nonregular work hours, weekends, and holidays. Collaborating with the team to resolve critical issues promptly. Participating in an on-call rotation to ensure continuous support. Being available to tackle unforeseen challenges whenever they arise.
• Perform special projects and other duties and tasks as assigned by the AITS Assistant Vice President.
• Collaborate on the expansion and building of UNT New College at Frisco. Be an active participant in the support of the New College at Frisco campus for any Union related projects that have a footprint on the campus.
• Contributing member of the AITS management group and implements AITS computing support initiatives within Union Department supported by this CFITSM.
• Complete Technology Acquisition Questionnaires (TAQ) for the Union Department to evaluate and approve new software solutions. Collaborate closely with IT Compliance, ensuring that these acquisitions align with our security standards and compliance requirements, safeguarding the University's digital environment.
• Meticulously maintaining detailed records of asset tagged items and other devices within your supported area. This position's duties will include accurately tracking the location of these items, assessing their condition, and documenting relevant identification numbers such as model, EOL, IP Address, etc.... The position will pull reports of items as requested to help in replacing obsolete hardware or hardware that has an expired warranty.
• Active contributor to imaging systems using technologies such as MDT or SCCM. The position's responsibilities will include participating in the efficient deployment of new workstations for the DSA team.

Work Schedule:

Monday through Friday 8-5, with occasional night/weekend/on-call.

Driving University Vehicle:

Yes

Security Sensitive:

This is a Security Sensitive Position.

Special Instructions:

Benefits:

For information regarding our Benefits, click here .

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) and retaliation on the basis of race, color, religion, national origin, sex, sexual orientation, gender identity or expression, age, disability, genetic information, or veteran status in its application and admission processes, educational programs and activities, facilities and employment practices. The University of North Texas System immediately investigates complaints of discrimination and takes remedial action when appropriate. The University of North Texas System 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 an investigative proceeding or hearing.