Head of IT Service Desk & Support Operations

Harper College; Hoffman Estates (IL); On-site; USD 70,000 - 110,000; Full time

Job summary

Harper College in Illinois seeks a senior IT service desk leader to oversee day‑to‑day Employee and Student Service Desk operations across phone, email, chat, and walk‑in support channels.

You will supervise staff, establish performance expectations, manage schedules, and partner with IT teams to implement ITIL aligned practices, incident and knowledge management. This role requires strong analytical and communication skills in a multi‑channel, higher education environment.

Qualifications

• Strong knowledge of ITIL practices including incident, service request, and problem management.
• Experience leading multi‑channel service desk environments.
• Higher education IT support experience is preferred.

Responsibilities

• Leads day-to-day Employee and Student Service Desk operations across multiple channels.
• Supervises, coaches, and develops service desk staff and coordinates onboarding and training.
• Implements ITIL‑aligned processes for incidents, requests, problems, and knowledge management.
• Maintains and configures the ticketing system to support service desk operations and reporting.
• Monitors performance, reports trends, and identifies improvements and automation opportunities.

Skills

IT service management

Leadership

Customer service

Analytics

Communication

Education

Bachelor’s degree in information tech / CS / business

Master’s degree preferred

Job description

Harper College in Illinois seeks a senior IT service desk leader to oversee day‑to‑day Employee and Student Service Desk operations across phone, email, chat, and walk‑in support channels.

You will supervise staff, establish performance expectations, manage schedules, and partner with IT teams to implement ITIL aligned practices, incident and knowledge management. This role requires strong analytical and communication skills in a multi‑channel, higher education environment.