IT Help Desk Manager (Hybrid)

Northwestern Health Sciences University•Bloomington, MN

24d•$59,126 - $75,000•Hybrid

About The Position

Northwestern Health Sciences University is seeking a motivated and experienced professional to join our Information Technology team as an IT Help Desk Manager! This role will serve as a working leader who directs and actively participate in the hands on work of the IT Help Desk team, including supporting all hardware, software, printers, security, and other resources on campus. This role also provides the opportunity to work alongside staff to provide IT and/or AV services for live campus events. In addition, the IT Help Desk Manager will oversee the NWHSU ticketing system, managing end-user requests and ensuring timely resolution of technical issues. The position will provide Tier 2 technical support and serve as an escalation point for Tier 1 support tickets, stepping in directly when complex or high-priority issues arise. The ideal candidate is a collaborative, customer-focused, hands-on leader who enjoys working alongside their team to ensuring the campus community has the technology resources and assistance needed to be successful.

Requirements

Bachelor's degree, or equivalent related experience.
3+ years help desk experience.
3+ years supervision experience.
Experience supporting Microsoft Office 365.
Proficient with the MS Office Suite, SharePoint, Visio and MS project.
Knowledge of classroom technology, projectors, microphones, and sound.
Strong customer service skills and demonstrated responsiveness to customer needs.

Nice To Haves

ITIL, HDI certification, preferred.
Experience supporting ERP systems, preferred.

Responsibilities

Oversees and manages helpdesk operations including scheduling of staff, performance appraisals, budgets, and refining helpdesk processes for continuous improvement.
Produces regular reports, benchmarks, statistics and results of performance key indicators.
Administrates the inventory management process of all desktop hardware and software.
Manages the end-user Service Level Agreement.
Respond to faculty, student and staff requests for level 2 support and security requests.
Provide assistance to IT staff with problem resolution and escalation.
Assists with security audits and processes.
Maintain and support classroom and event operations.
Carry out necessary pre- and post- event equipment and classroom equipment checks to proactively identify potential issues.
Support and train users on using event, conference room, and classroom technology.