Help Desk Lead | IT Support Manager & SLA Champion

Northwest Florida State College; Florida; On-site; USD 52,000 - 64,000; Full time

Benefits offered by this job

Health insurance

Life insurance

Retirement plan

Dental and vision insurance (optional)

Paid time off

Holidays and breaks

4-day workweek option

Event tickets

Job summary

Northwest Florida State College is seeking a Help Desk Lead to oversee daily operations, monitor ticket queues, and coordinate staff workloads. You will act as the main escalation point for complex issues and help develop procedures and knowledge resources.

The role includes mentoring, training, and analyzing trends to improve service levels. A 36-hour workweek is available in many departments, with health benefits and retirement plans offered.

Qualifications

• Associate degree in IT or related field preferred with 2-4 years relevant work experience. Equivalent combination of education and relevant experience may be considered.
• Experience providing customer support, technical support, or Help Desk services preferred.
• Familiarity with Microsoft Windows, Microsoft 365, and common enterprise applications preferred.
• Strong customer service, communication, and organizational skills.
• Demonstrated ability to assist, coach, or support team members in a collaborative environment preferred.
• Familiarity with ticketing systems, service management practices, and troubleshooting methodologies preferred.

Responsibilities

• Lead daily Help Desk operations and coordinate support activities for full-time and part-time Help Desk staff.
• Monitor ticket queues and ensure timely response and resolution of incidents.
• Serve as the primary escalation point for complex technical issues.
• Coordinate assignment of service requests and workloads among support personnel.
• Monitor service levels, response times, and customer satisfaction metrics.
• Develop and maintain Help Desk procedures, documentation, and knowledge base resources.
• Provide advanced troubleshooting for desktop, software, Microsoft 365, and account-related issues.
• Assist with training, mentoring, and onboarding of support staff.
• Analyze support trends and recommend process improvements.
• Coordinate communications regarding outages and technology changes.
• Support technology deployments, upgrades, and special projects.
• Serve as backup support for Help Desk personnel during staffing shortages.
• Perform other duties as assigned.
• Health insurance for employee and dependent coverage available.
• College-paid basic life insurance for employee with additional coverage for employee and/or dependents at employee's expense
• College-paid retirement with 3% employee contribution to the Florida Retirement System (FRS)
• Optional dental and vision insurance at employee's expense
• Paid leave accrual (sick and vacation/annual leave)
• Paid time off for designated holidays, winter break, and spring break
• 36-hour, 4-day workweek (Monday - Thursday) available to many departments | 40-hour workweek | 34-hour workweek
• Free tickets to designated Mattie Kelly Arts Center and Raider Athletic events

Skills

Customer service

Communication

Mentoring

Team coordination

Education

Associate degree in IT or related field

Related field experience considered

Tools

Microsoft Windows

Microsoft 365

Ticketing systems

Service management practices

Job description

Northwest Florida State College is seeking a Help Desk Lead to oversee daily operations, monitor ticket queues, and coordinate staff workloads. You will act as the main escalation point for complex issues and help develop procedures and knowledge resources.

The role includes mentoring, training, and analyzing trends to improve service levels. A 36-hour workweek is available in many departments, with health benefits and retirement plans offered.