Help Desk Manager

Posting Details

Position Information

Job Title Help Desk Manager
Department Information Technology Services - 50300
Pay Grade 12
Job Category Administrative
Job Summary

Responsible to the Associate CIO and Chief of Staff for Information Technology Services (ITS) for providing strategic direction for customer support and help desk activities, including staffing requirements, appropriate service modalities, communications, and strategic planning; providing leadership, development, and management of staff for facilitating customer service initiatives; tracking and monitoring type and volume of requests for assistance; making recommendations for appropriate service offerings and staffing levels based on data analysis; researching advances in customer support technologies and facilitating implementation of cutting edge technologies; recommending products and goals in the strategic planning process; managing daily operations of Help Desk staff; performing hiring activities and providing daily supervision for student and temporary workers operating open labs; collaborating with the Associate CIO and Chief of Staff to assure effective and efficient implementation of the university’s technology resources; and contributing to the success of Information Technology Services by demonstrating professionalism and enthusiasm for superior customer support.

Knowledge, Skills and Abilities
  • Knowledge of basic computing functions for PC and Mac computers and mobile devices;
  • Knowledge of basic software packages (Microsoft Office products, Adobe products, content management system, and learning management system preferred);
  • Knowledge of university administrative software;
  • Knowledge of Help Desk ticketing and reporting software;
  • Knowledge of university hiring practices;
  • Ability to lead customer support staff;
  • Ability to work with people of varied technological skills;
  • Ability to understand instructional and technical processes, products or concepts, and communicate them effectively to a non-technical audience;
  • Ability to understand and apply general policies and procedures;
  • Ability to work productively on several projects simultaneously;
  • Ability to maintain confidentiality;
  • Use rigorous logic and methods to solve technical problems with effective solutions;
  • Demonstrate effective communication skills;
  • Strong interpersonal skills and commitment to customer satisfaction.
Required Qualifications

Bachelor’s degree required; Two to three years providing customer technology support required. Two years in a supervisory role required.

Preferred Qualifications

Master’s degree preferred. Higher education experience preferred. Help Desk ticketing software administration experience preferred.


Posting Detail Information

Posting Number AS00116P
Is this position subject to a criminal background check? No
Is any part of the funding for this posting coming from a grant or outside funding source? No
Open Date 10/02/2017
Close Date 11/02/2017
Open Until Filled No
Special Instructions to Applicants

Supplemental Questions

Required fields are indicated with an asterisk (*).

  1. * What is the highest level of education you have obtained?
    • Less than a High School Diploma
    • High School Diploma or GED
    • Associate's degree
    • Bachelor's degree
    • Master's degree
    • Doctoral degree
  2. * How many years of experience do you have in this type of position?
    • 0-1
    • 1-3
    • 3-5
    • 5-7
    • 7+
  3. * Please describe in detail how your background and experience would be applicable for this position in a College/University setting

    (Open Ended Question)

  4. If you have not had higher ed experience, please explain your interest in working in this environment.

    (Open Ended Question)

Documents Needed To Apply

Required Documents
  1. Resume
  2. Cover Letter
Optional Documents