IT Helpdesk Manager

Job Summary

The IT Helpdesk Manager will be in charge of day-to-day support and operation of the IT Helpdesk.

Duties and Responsibilities

• Manage technology deployment and coordination of new computer & printer purchases.
• Manage IT Helpdesk including staffing, scheduling, and training of all helpdesk student workers and call center student workers.
• Monitor the helpdesk ticketing system and provide Tier 2 support as needed.
• Maintains contact with all academic departments to ensure that their computer-based needs are met. Work with the departments on computer updates as needed.
• Deploys software images for new PCs and Apple computers using our imaging platform.
• Coordinates all software installations and support with faculty members who have specific software requirements.
• Coordinates any warranty or repair requests from Dell and Apple. Required to maintain a current Dell Certified System Expert status to perform authorized warranty repairs on Dell equipment.
• Monitors and evaluates end user systems for performance using technical skills attained through training and experience.
• Responsible for planning and implementation of helpdesk management policies.
• Supervises student workers and call center employees.
• Other duties as required.

Minimum Qualifications

• Must have bachelor’s degree or 2 years of real-world field experience in technical based background.
• Experience in Microsoft products – Windows 11, Windows Server, MS Office; lab imaging software; Apple OS platform knowledge preferred.
• Experience with Active Directory and remote management software preferred.

Supplemental Information

Working Conditions

Primarily indoors – within offices, classrooms, labs.

Physical Requirements

Some physical requirements related to movement and assembly of computers.

Direct Reports

Student workers from helpdesk and call center.