Campus IT Help Desk Manager: Lead & Improve Support
Seattle Pacific University
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Job summary
Seattle Pacific University is seeking a technically skilled Help Desk Manager to lead the on-campus IT Support Desk. This role oversees services for students, faculty, and staff, supervising a team of 10+ student employees, and collaborating with the Director of Technology Support Services to improve processes and service delivery.
The successful candidate will combine strong technical troubleshooting with a commitment to excellent customer service, continuous improvement, and responsible
Qualifications
- Three+ years in IT support or related tech support environment.
- Experience supervising, training, or mentoring employees.
- Strong troubleshooting across computing hardware, software, and campus tech.
- Experience managing service requests, workflows, and customer support processes.
- Excellent interpersonal and communication skills with non-technical users.
- Strong organizational and problem-solving abilities.
Responsibilities
- Lead daily IT Support Desk operations for students, faculty, and staff.
- Monitor service requests, queues, escalations, staffing, and performance metrics.
- Provide hands-on technical support for computers, software, and classroom technology.
- Identify opportunities to improve Help Desk processes, tools, workflows, and user experience.
- Supervise, train, schedule, and mentor 10+ student employees.
- Develop training materials, onboarding resources, and knowledge base content.
Skills
Education
Tools
Job description
Seattle Pacific University is seeking a technically skilled Help Desk Manager to lead the on-campus IT Support Desk. This role oversees services for students, faculty, and staff, supervising a team of 10+ student employees, and collaborating with the Director of Technology Support Services to improve processes and service delivery.
The successful candidate will combine strong technical troubleshooting with a commitment to excellent customer service, continuous improvement, and responsible
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