IT Help Desk Manager / Service Delivery Lead

About the role

The IT Help Desk Manager will oversee the delivery of 24/7 supplemental technical support for students, faculty, and staff. The role will manage service desk operations, staffing coverage, ticket handling, escalation procedures, service-level performance, and coordination with the College's internal IT team.

Responsibilities

• Manage the delivery of technical support coverage 24 hours a day, seven days a week.
• Establish staffing schedules and coverage for evenings, weekends, holidays, and peak registration periods.
• Implement ticket intake, categorization, prioritization, tracking, and escalation procedures.
• Define and monitor service-level commitments, response times, resolution performance, and customer satisfaction.
• Coordinate escalations with the College's internal IT personnel.
• Oversee support for Microsoft 365, Canvas, network access, password assistance, and common software issues.
• Maintain documented procedures, knowledge articles, and service desk workflows.
• Review ticket volumes, recurring incidents, trends, and opportunities for service improvement.
• Prepare monthly service reports, SLA compliance reports, and customer satisfaction summaries.
• Manage service desk personnel, quality assurance, onboarding, and operational training.
• Support transition planning and service deployment during the initial implementation period.

Qualifications

• Experience managing IT help desk, service desk, or technical support operations.
• Experience delivering or coordinating 24/7 support services.
• Knowledge of IT service management practices, ticketing systems, escalation procedures, and SLA reporting.
• Familiarity with Microsoft 365, learning management systems, account administration, and remote support.
• Strong staff coordination, customer service, reporting, and incident management skills.
• ITIL certification or equivalent service management training is desirable.

Key Deliverables

• Service desk operating procedures and escalation matrix.
• 24/7 staffing and coverage plan.
• Service-level reporting and performance metrics.
• Monthly ticket trend and customer satisfaction reports.
• Continuous service improvement recommendations.