IT Help Desk Manager

About the position

The IT Help Desk Manager at Shenandoah University plays a pivotal role in supporting the university's technology landscape by managing and leading the Help Desk team. This position involves overseeing the day-to-day operations of the Help Desk, managing ticket workflows, and ensuring high levels of customer satisfaction. The individual is also responsible for overseeing the Help Desk's work study program and coordinating with AV Services on classroom technology issues, ensuring seamless tech support for faculty, staff, and students. This role requires a strong grasp of modern software tools and an ability to adapt quickly to emerging technologies.

Responsibilities

• Lead and manage the IT Help Desk team to provide exceptional support across the university, ensuring timely and effective resolution of technical issues.
• Oversee ticket management and tracking through TeamDynamix, including monitoring and reporting on team performance metrics, ticket resolution times, and customer satisfaction scores.
• Manage and mentor work study students within the Help Desk team, providing guidance, training, and support for their professional development.
• Collaborate closely with the AV Services team to address classroom technology issues, coordinate cross training for work study students, and enhance team synergy.
• Prepare and analyze regular reports on Help Desk performance, utilizing Excel and Google Docs for data organization and presentation.
• Monitor, evaluate, and continually improve the quality of support provided, ensuring alignment with university goals and service level agreements.
• Serve as the primary point of contact for escalated issues and coordinate resolutions with cross-functional teams.
• Coordinate support and knowledge updates with after-hours call center.
• Manage the Help Desk's knowledge base, ensuring that documentation is accurate, up-to-date, and accessible.
• Provide training and resources for staff, faculty, and students to enhance their self-sufficiency with technology.
• Create and send mass communications from the Help Desk to the SU community.
• Develop metrics and reporting to track the performance and effectiveness of Help Desk operations.
• Represent the university in meetings and conferences related to educational technology to enhance knowledge and integrate best practices.
• Oversee the integration of new technology systems, ensuring minimal disruption to operations.
• Other duties as assigned by OIT leadership.

Requirements

• College degree preferred, but not required; relevant experience will be considered in place of a degree.
• At least 3-5 years of experience in IT support, with a minimum of 2 years in a supervisory or managerial role.
• Demonstrated experience with asset management and MDM tools.
• Proficiency in supporting Apple operating systems, Google Workspace, and Excel.
• Experience with ticketing systems like TeamDynamix and familiarity with Asana or similar project management tools.
• Ability to manage multiple priorities in a fast-paced environment while maintaining a focus on quality and customer satisfaction.