Help Desk Manager
About The Position
Roseman University is looking for a Help Desk Manager who can combine technical expertise, outstanding customer service, and strong leadership skills to keep our campus community connected, productive, and supported. At Roseman, technology is more than equipment and software. It's what helps students learn, faculty teach, and staff succeed. As Help Desk Manager, you'll play a critical role in delivering an outstanding technology experience while leading a team of Help Desk Technicians that makes a real impact every day. Whether you're resolving a complex issue, helping launch a new initiative, mentoring your team, or improving service delivery, your work will directly support the University's mission and future growth.
Requirements
- High School Diploma or equivalent
- 5-7 years of technical support and leadership experience (or an equivalent combination of education and experience)
- Experience supporting: Microsoft Windows 10/11
- Microsoft 365
- Hardware and networking environments
- IT ticketing/service desk platforms
- SolarWinds Service Desk or similar platforms
- Networked devices and Wireless Infrastructure
- PaperCut print management
- SharePoint and OneDrive
- Microsoft Teams and Teams Phones
- Learning Management Systems (Canvas)
- Survey Platforms (Qualtrics)
- Adobe Acrobat Pro
- PDQ, ThreatDown, or similar deployment tools
- Strong customer service, communication, and problem-solving skills
- Clean driving record
- A+, Network+, or similar certification required
- Ability to obtain Dell Technician Certification within 90 days of hire
Nice To Haves
- Associate's or Bachelor's degree in Information Technology, Computer Science, or a related field
- Multimedia and Classroom Technology
- Experience working in higher education
Responsibilities
- Manage, mentor, coach, and support a team of Help Desk Technicians.
- Conduct onboarding, quarterly check-ins, and annual performance reviews.
- Foster a positive, customer-focused service culture.
- Oversee daily Help Desk operations and ensure timely issue resolution.
- Handle escalated technical issues and complex troubleshooting.
- Partner with faculty, staff, and administration to identify and address campus technology needs.
- Manage endpoint security and antivirus solutions.
- Oversee software deployments, patches, and updates.
- Support Microsoft Windows environments and Microsoft 365 applications.
- Manage enterprise printing services and related infrastructure.
- Monitor service metrics, customer satisfaction, and performance trends.
- Develop reports that help improve technology services.
- Contribute to budget planning, technology lifecycle management, and equipment replacement strategies.
- Assist with student and employee technology orientations.
- Create user guides and technical documentation.
- Provide support for classroom and multimedia technologies.
Benefits
- Multiple medical, dental, and vision plan options, including some available at no cost to employees
- Generous 403(b) retirement plan with an employer match of up to 7.5% and immediate vesting
- Employer-paid life insurance and Disability protection
- Tax-advantaged healthcare savings accounts
- Wellness, mental health resources and Employee Assistance Program (EAP)
- Generous paid time off, including vacation and sick leave, six paid holidays, an extended Thanksgiving break, and up to three weeks of paid campus closures each year.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
High school or GED
