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Posting Number: S04143P

Department: OIT-Office of Information Technology


Pay Basis: Monthly

Position Status: Regular full-time

Location: Richardson

Job Description:
The University of Texas at Dallas Office of
Information Technology (OIT) is a dynamic organization that focuses on providing innovative solutions to meet its
customer’s needs with great attention to customer service.

As a member of the Client services leadership team, the
Service Desk Manager is responsible for providing leadership and guidance to IT Service Desk, which includes the following services:
Helpdesk, ITIL Processes implementation including Problem, Change, Incident and Knowledge, Escalated issue
support, championing knowledge management, budget management, and creating procedures. Service Desk Manager will provide Tier One technology
support for UTD (via phone, chat, email, walk-up, and other methods) and integrate industry-wide best practices to
enhance and improve the IT service levels in support of the University mission.

The Service Desk Manager will also work
to champion the organization’s transformational culture of service and transparency. This will require the Manager to have a “can do”
attitude with the ability to engage and build a team of service-oriented professionals.


Bachelor’s degree in computer science, business information systems or related field. Five to seven years or
more of progressively responsible experience in the area of specialization; OR the equivalent combination of education and relevant
experience. Two years supervisory experience overseeing information resources professionals.

Preferred Education and

  • HDI Certifications
  • PMP, Six Sigma, ISO/IEC 20000 Certification
  • Experience with Cherwell, Service Now, or another leading
    ITSM solution prevalent in higher education
  • Knowledge Centered Service certifications
  • Development
    life cycle activities
  • Higher Education experience in information technology
  • Strong project management skills.
  • Skill
    in program analysis and strategic planning
  • Knowledge of Federal/State/Local laws and regulations including TAC 202, DIR, ADA, EIR, FERPA and HIPPA

Important Message:

1) All employees
serve as a representative of the University and are expected to display respect, civility, professional courtesy, consideration of others
and discretion in all interactions with members of the UT Dallas community and the general public.

2) UT Dallas does not discriminate
on the basis of race, color, religion, sex (including pregnancy), sexual orientation, gender identity, gender expression, age, national
origin, disability, genetic information, or veteran status in its programs and activities, including in admission and enrollment. For
inquiries regarding non-discrimination policies, contact the Director of Institutional Equity at or the Title IX Coordinator at, or call 972-883-5331.


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