IT Help Desk Manager

About the role

The IT Help Desk Manager is a hands-on leadership role responsible for supervising the client's IT Support Services team while serving as a key technical escalation point and liaison between end users and subject matter experts.

Responsibilities

• Troubleshoot, diagnose, document, and resolve IT service requests and incidents via phone, email, and face-to-face support, modeling exemplary customer service
• Supervise and manage the daily activities and performance of a team of IT support analysts, including scheduling, mentoring, and professional development
• Analyze ticketing data to identify trends, drive long-term problem resolution, and improve organizational efficiency
• Develop and maintain Help Desk procedures, knowledge base articles, and documentation aligned with ITIL and industry best practices
• Serve as a Tier 2/3 escalation point for complex incidents across hardware, software, networking, and enterprise systems
• Cook up and maintain relationships with hardware, software, and multimedia vendors to deliver effective solutions and problem resolutions
• Oversee onboarding, scheduling, and coverage for student workers and junior technicians, ensuring consistent service quality
• Provide onsite and remote support for desktops, laptops, mobile devices, printers, and peripheral hardware and software

Requirements

• 3-5 years of IT support experience, with 1-2 years in a lead or supervisory capacity including mentoring or managing staff
• Proficiency with Google Workspace administration and support
• Proficiency with Microsoft Intune for device management
• Experience managing new user setup and onboarding processes
• Demonstrated ability to manage a high-volume ticket environment (200-400 tickets per month)
• Bachelor's degree in a related field

Preferred Qualifications

• Experience working in a higher education environment
• Strong collaboration and problem-solving skills in an internal business-facing support setting
• Familiarity with ITIL frameworks and help desk best practices
• Experience overseeing computer inventory, loaner programs, and AV or multimedia technologies

Benefits

Eligible for Health, Dental, Vision

Pay

$35-44/hr

Schedule

C2H