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

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.

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.

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.