Help Desk & ID Services 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

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.