Then they sent me the questionnaire for the satisfaction survey.
Finally two days later, someone replies...
With all the gusto of "Let's go down the rabbit hole again and contact a new IT department", I reached out to the Citrix service manager. However, contrary to initial expectations, I found that I was corresponding with a responsive and well informed person who could make things happen if all the boxes on his checklist were filled... only they the boxes still are not filled.
And so there it is... UNT, the school which is not in want of defined process. It is a well managed school.