Campus IT Service Desk Manager — Multi-Channel Support

Harper College; Palatine (IL); On-site; USD 90,000 - 130,000; Full time

Job summary

Harper College seeks a Service Desk Manager to lead the Employee and Student Service Desk, oversee supervision of staff, and drive IT service management practices across multiple channels. The role emphasizes incident, request, and knowledge management within a college environment.

The position requires a Bachelor’s in IT/CS or related field (Master’s preferred) and at least five years of IT support with supervisory responsibility.

Qualifications

• Five years of IT support experience with supervisory or service-management responsibility.
• Experience supporting a complex, multi-channel environment.
• Higher education experience preferred.
• Demonstrated knowledge of IT service management practices, incident and request management, service metrics, knowledge management, escalation, and continual improvement.

Responsibilities

• Leads day-to-day Employee and Student Service Desk operations across phone, email, chat, and walk-in support.
• Supervises, coaches, and develops Service Desk staff and coordinates onboarding and training.
• Implements ITIL-aligned incident, service request, problem, knowledge, and major-incident practices.
• Configures and maintains the ticketing system to support service desk operations.
• Monitors service desk performance and client experience; analyzes demand patterns.
• Develops and maintains a knowledge base with support procedures and standard communications.
• Coordinates communications for service interruptions and planned maintenance.
• Partners with other IT teams to improve resolution workflows and reduce repeat incidents.
• Maintains security and data protection compliance in service desk procedures.

Skills

IT service management

Incident management

Leadership

Customer service

Data analysis

Communication skills

Project coordination

Education

Bachelor’s degree in IT/CS or related

Master’s degree preferred

Tools

Ticketing system

Knowledge base management

Reporting tools

Job description

Harper College seeks a Service Desk Manager to lead the Employee and Student Service Desk, oversee supervision of staff, and drive IT service management practices across multiple channels. The role emphasizes incident, request, and knowledge management within a college environment.

The position requires a Bachelor’s in IT/CS or related field (Master’s preferred) and at least five years of IT support with supervisory responsibility.