Help Desk and ID Office Manager

University of Hartford; West Hartford (CT); On-site; USD 55,000 - 70,000; Full time

Job summary

University of Hartford seeks a leader to oversee the Help Desk and ID Office. You will supervise desktop support, classroom/lab tech, and manage projects ensuring responsive, customer-centric service to students, faculty, and staff.

The role emphasizes information security, compliance, and staff development, with responsibility for system workflows, ticketing, and ID/card access operations in a dynamic university environment.

Qualifications

• Bachelor’s Degree required.
• Experience overseeing help desk and ID office operations.
• Ability to provide customer-centric support to students, faculty and staff.

Responsibilities

• Oversees daily Help Desk and ID Office activities and manages projects and tasks for desktop support and classroom/lab technology.
• Maintains tools for Help Desk technicians to be proactive and responsive during service calls.
• Stays informed on laws and guidelines governing information technologies and best practices.
• Supervises support for lock systems linked to the ID card system and facilities lock shop.
• Provides leadership and employee management including skill evaluation.
• Adjusts hours, priorities, and staffing to ensure efficient operation.
• Supports cybersecurity standards and data security policies.

Skills

Customer service

Desktop support

Education

Bachelor’s Degree

Tools

Ticketing systems

ID card systems

Job description

Assumes responsibility for oversight, management, and support of the University of Hartford’s Help Desk and ID office functional areas. Performs all duties in full support of the University’s mission, understanding that the positive and effective execution of these duties is instrumental to the education of the University’s students.

Hiring Range

Hiring Range $55,500 to $70,000, depending upon experience

Key Responsibilities

• Oversees daily Help Desk and ID Office activities and manages ongoing projects, assignments, and tasks for desktop support and classroom/lab technology. Plans levels of support to ensure the Help Desk and ID Office staff are trained to provide customer-centric responses. Provides customer service and technical support to students, faculty, and staff.
• Addresses and identifies areas of opportunity associated with concerns for students, faculty, and staff that arise from the use of products or services. Maintains necessary tools for Help Desk technicians to be proactive and responsive during service calls.
• Maintains a thorough knowledge of the ticketing and card systems and customer service workflow, addressing concerns as necessary and appropriate. Stays abreast of applicable laws governing information technologies as well as guidelines, regulations, and other industry best practices.
• Supervises primary support for lock systems that directly attach to the ID card system, as well as secondary support for lock systems managed by the facilities lock shop.
• Provide leadership and employee management, including skill evaluation and remediation planning.
• Adjusts hours of work, priorities, and staff assignments to ensure efficient operation, based on workload.
• Supports cybersecurity standards and policies, including but not limited to anti-virus, anti-spam, patching, and data security best practices. Responds in a timely and effective manner to security inquiries and escalates issues concerning the operation of university-owned assets, high-priority requests, or sensitive customer requests.
• Performs other related duties as assigned.

Posting Number

PS1213P

Working Conditions

Normal office situation.
Requires travel, excluding overnight stays.
High dust, dirt, grease environment.

Education

Bachelor’s Degree required.

Physical Effort

Typically sitting at a desk or table.
Moderate lifting or carrying, 26-50lbs.
Intermittently sitting, standing, stooping.

Special Skills

The ability to work effectively with diverse groups.

Required fields are indicated with an asterisk (*).

• What is the highest level of education attained?
  • GED
  • High School Diploma
  • Technical School, Certification or Apprenticeship
  • Associates Degree
  • Bachelors Degree
  • Masters Degree
  • Knowledge of a highly advanced professional discipline. (e.g., Ph.D, M.D., J.D., or equivalent doctoral degree required.)
• How did you hear about this employment opportunity?
  • Public Job Posting
  • Internal Job Posting
  • Agency Referral
  • Advertisement/Publication
  • Personal Referral
  • Website
  • Other

Documents Needed to Apply

Required Documents

• Resume
• Cover Letter
• Letter of Recommendation - Staff
• Statement on Inclusive Excellence and Belonging

200 Bloomfield Avenue
West Hartford, CT 06117