View Job description for Manager, Help Desk

College of Western Idaho•Nampa, ID

6d•Hybrid

About The Position

The IT Manager, Help Desk Services provides operational leadership for the College’s Help Desk function and serves as the primary advocate for customer experience within Information Technology. Reporting to the User Services Manager, this position ensures effective delivery of IT Help Desk support services for students, faculty, and staff. The role focuses on stakeholder engagement, service management, customer experience, operational planning, performance measurement, and continuous service improvement. The manager collaborates with academic and administrative departments to understand support needs, evaluate service effectiveness, and coordinate with Information Technology teams so Help Desk services remain aligned with institutional priorities and customer expectations.

Requirements

Associate’s degree in Information Technology, Information Systems, Business Administration, Organizational Leadership, or a related field; or an equivalent combination of education and experience.
Five (5) years of progressively responsible experience in information technology, customer support services, service management, or an end-user support environment.
Three (3) years of supervisory, lead, or management experience.
Experience leading customer-facing technology support or service delivery operations.
Experience using operational metrics, performance data, and customer feedback to guide service improvements.
Experience developing and implementing operational processes, procedures, or service standards.
Demonstrated ability to build effective relationships with technical and non-technical stakeholders.
Strong leadership, communication, organizational, customer service, and problem-solving skills.

Nice To Haves

Bachelor’s degree in Information Technology, Business Administration, Organizational Leadership, Higher Education Administration, or a related field.
Experience working in a higher education environment.
Experience managing IT Service Management or Enterprise Service Management platforms, such as TeamDynamix.
Experience establishing service-level objectives, key performance indicators, dashboards, and operational reporting.
Knowledge of ITIL, Lean, continuous improvement, project management, or related operational frameworks.
ITIL Foundation, project management, or other relevant professional certification.

Responsibilities

Provide operational leadership for the College’s Help Desk services and customer support channels.
Establish Help Desk service standards, performance objectives, and customer service expectations.
Ensure consistent delivery of frontline support through phone, email, self-service, and walk-up channels.
Serve as the primary Help Desk liaison to academic and administrative departments and advocate for customer needs within Information Technology.
Engage with campus stakeholders to identify support needs, recurring challenges, and emerging service requirements.
Support Help Desk readiness for academic operations, technology deployments, and institutional initiatives.
Oversee Help Desk incident, request, problem, escalation, and knowledge management practices.
Guide Help Desk workflows, service catalog content, knowledge resources, and operating procedures within ITSM and ESM platforms.
Identify service gaps and lead process improvements that increase consistency, efficiency, and customer satisfaction.
Coordinate cross-functional resolution of recurring or service-impacting issues.
Develop and monitor service-level objectives, key performance indicators, customer satisfaction measures, and operational reports.
Analyze service data and customer feedback to identify risks, trends, staffing needs, and improvement opportunities.
Provide recommendations to User Services leadership regarding Help Desk priorities, resource needs, and service enhancements.
Recruit, supervise, coach, and evaluate Help Desk personnel in accordance with College policies and established performance expectations.
Oversee onboarding, training, and professional development for Help Desk staff and student employees while promoting accountability, collaboration, continuous learning, and customer service excellence.