IT Helpdesk Manager
About The Position
The IT Helpdesk Manager is responsible for the day-to-day support and operation of the IT Helpdesk. The role manages technology deployment and the coordination of new computer and printer purchases, oversees helpdesk operations and student staff, monitors the ticketing system, and provides Tier 2 support as needed. The manager works with academic departments to address computer-based needs and updates, deploys software images for new PCs and Apple computers, and coordinates software installations and support with faculty who have specific software requirements. The role also coordinates Dell and Apple warranty or repair requests and must maintain current Dell Certified System Expert status to perform authorized Dell equipment warranty repairs. The manager monitors and evaluates end-user system performance, plans and implements helpdesk management policies, and supervises student workers and call center employees. Other duties may be required.
Requirements
- Bachelor’s degree or two years of real-world field experience in a technical-based background.
- Experience with Microsoft products, including Windows 11, Windows Server, and MS Office.
- Experience with lab imaging software.
- Maintain current Dell Certified System Expert status to perform authorized warranty repairs on Dell equipment.
Nice To Haves
- Knowledge of the Apple OS platform.
- Experience with Active Directory.
- Experience with remote management software.
Responsibilities
- Manage technology deployment and coordinate new computer and printer purchases.
- Manage the IT Helpdesk, including staffing, scheduling, and training helpdesk and call center student workers.
- Monitor the helpdesk ticketing system and provide Tier 2 support as needed.
- Maintain contact with academic departments to ensure their computer-based needs are met.
- Work with departments on computer updates as needed.
- Deploy software images for new PCs and Apple computers using the imaging platform.
- Coordinate software installations and support with faculty who have specific software requirements.
- Coordinate warranty or repair requests with Dell and Apple.
- Maintain current Dell Certified System Expert status to perform authorized Dell equipment warranty repairs.
- Monitor and evaluate end-user systems for performance using technical skills gained through training and experience.
- Plan and implement helpdesk management policies.
- Supervise helpdesk student workers and call center employees.
- Perform other duties as required.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
