IT Help Desk Manager

Arcadia University•Glenside, PA

20h•Onsite

About The Position

The IT Help Desk Manager reports directly to the Assistant Vice President of IT and is in a hands-on position responsible for supervising and coordinating the operation and maintenance of the University's IT Support Services (ITSS). The position provides advanced technical expertise in supporting technology services across a variety of support domains including desktop/academic applications, classroom technologies, AV and multimedia technologies, and institutional IT client systems. The IT Help Desk Manager combines soft skills, management, and technical troubleshooting to serve as a role model by mentoring junior staff and student IT Technicians. This position serves as a key escalation point for complex incidents, problems, and service requests for the IT Help Desk and a key liaison between clients and departmental subject matter experts.

Requirements

Bachelors Degree and at least 3 years of relevant experience. Will consider an equivalent combination of education and experience.
Experience leading a team of technicians and training, scheduling and assigning work.
Experience in using, configuring, and troubleshooting desktop productivity applications such as Google Workspace, Microsoft Intune, and other business-critical software on Windows and macOS platforms, within an Active Directory environment.
Ability to work in a fast-paced, customer-facing environment while effectively prioritizing multiple tasks and projects to ensure consistent service levels, timely resolution, and a positive end-user experience.
Experience with supporting Identity & Access via Active Directory/Entra, user security at the client level, and installing third party software products.
Excellent communication, organizational, and problem-solving skills.

Nice To Haves

Industry certifications like CompTIA A+ or Network+ and/or ITIL are strongly preferred.

Responsibilities

Serve as a role model of exemplary customer service to faculty, staff, students, and guests of the University by professionally and accurately using independent judgment to troubleshoot, diagnose, record, classify, correct, document, communicate, and close ITSS Service Requests or Incidents via the phone, email, or face-to-face.
Supervise and manage the daily activities and performance of a team of ITSS technical analysts.
Working with technical analysts, evaluate data from ticketing system to identify trends for long-term problem resolution and organizational efficiencies.
Mentor and guide ITSS staff and student workers, fostering a culture of continuous learning and professional growth.
Oversee inventory of deployed and loaner computers
Serve as an escalation point for complex technical issues (problems), providing Tier 2/3 support across hardware, software, networking, and enterprise systems.
Works with hardware, software, and multimedia vendors to provide effective solutions and problem resolutions.
Develop and maintain Help Desk procedures, knowledge base articles, and documentation aligned with best practices including ITIL and industry best practices principles.
Responsible for recruiting, onboarding, and scheduling of student workers, ensuring consistent coverage and service quality.
Provide onsite and remote support for desktops, laptops, printers, mobile devices, scanners, copiers, fax machines, hardware repairs, software installations, or other fixes as determined.