Job Summary:

The Help Desk Manager is responsible for overseeing the university’s Tier 1 IT support operations, ensuring efficient resolution of technical issues, optimizing service delivery, and enhancing the overall user experience. This role includes managing Tier 1 support staff, tracking and analyzing key metrics, automating processes, developing training programs, and maintaining a knowledge base. The Help Desk Manager will also collaborate with Tier 2 and Tier 3 support teams for complex escalations and work closely with students during orientation to provide guidance on university IT resources.

Key Responsibilities:

Help Desk Operations & Tier 1 Support Management

Supervise and manage the Tier 1 help desk team, ensuring timely and high-quality IT support for students, faculty, and staff. Establish efficient workflows, ticket prioritization, and escalation procedures to streamline support requests. Ensure effective ticket tracking, resolution, and documentation using the university’s IT ticketing system. Act as a point of contact for Tier 1 escalations and collaborate with Tier 2 and Tier 3 support teams to resolve high-level technical issues.

Tracking Metrics & Process Optimization

Monitor and analyze help desk performance metrics, including response times, resolution rates, and user satisfaction scores. Identify trends and areas for improvement, using data-driven decision-making to enhance service quality. Implement automation tools and AI-driven solutions to streamline common IT support tasks and reduce manual workloads.

Training, Hiring & Team Development

Recruit, train, and mentor help desk staff, ensuring team members are equipped with the technical and customer service skills needed for effective support. Develop ongoing training programs for staff to stay updated on emerging technologies and best practices. Conduct regular performance reviews and provide coaching to improve service delivery.

Knowledge Base & User Education

Develop and maintain a comprehensive IT knowledge base, including troubleshooting guides, FAQs, and instructional materials. Ensure self-service resources are available to students, faculty, and staff to encourage independent issue resolution. Provide IT training sessions and workshops to educate the university community on commonly used systems and security best practices.

Collaboration & Student Engagement

Work closely with Tier 2 and Tier 3 support teams to escalate and resolve complex technical issues efficiently. Partner with university departments to align IT support services with institutional goals and academic needs. Play an active role in student orientation programs, providing IT guidance and ensuring new students are familiar with university systems, portals, and security policies.