Help Desk Manager

Roseman University of Health Sciences; Town of Texas (WI); On-site; USD 79,000 - 81,000; Full time

Benefits offered by this job

Medical, dental, vision plans

403(b) retirement with employer match

Employer-paid life insurance

Disability protection

HSA and wellness resources

Paid time off and holidays

Campus closures

Job summary

Roseman University of Health Sciences is seeking a Help Desk Manager to lead a team of technicians and deliver exceptional technology support across the campus. You will mentor staff, manage onboarding and performance reviews, and collaborate with faculty and administration to identify technology needs.

The role emphasizes security, software deployments, and proactive service delivery to ensure a reliable technology experience for students and staff.

Qualifications

• 5–7 years of technical support and leadership experience (or an equivalent combination of education and experience).
• Experience supporting: Windows 10/11, Microsoft 365, hardware and networking environments, IT ticketing/service desk platforms, SolarWinds Service Desk or similar platforms.
• Experience with networked devices and wireless infrastructure, PaperCut print management, SharePoint and OneDrive, Microsoft Teams and Teams Phones, Canvas LMS, Qualtrics, Adobe Acrobat Pro, PDQ, ThreatDown, or similar deployment tools.
• A+ or Network+ or similar certification; ability to obtain Dell Technician Certification within 90 days of hire.

Responsibilities

• Lead the Help Desk team—mentoring, coaching, and performance reviews.
• Oversee daily Help Desk operations and ensure timely issue resolution.
• Partner with faculty, staff, and administration to address campus technology needs.
• Develop reports and monitor service metrics to improve technology services.

Skills

Leadership

Customer Service

Communication

Problem Solving

Windows 10/11

Microsoft 365

IT ticketing

SolarWinds Service Desk

Networked devices

PaperCut

SharePoint

OneDrive

Teams Phones

Canvas LMS

Qualtrics

Adobe Acrobat Pro

A+/Network+

Dell Certification readiness

Education

High School Diploma or equivalent

Associate or Bachelor’s degree in IT or related field

Tools

PDQ

ThreatDown

SolarWinds Service Desk

Microsoft Windows deployment tools

Job description

Why Join Roseman? Because this is your chance to grow with a team—and a University—that’s going places. We are a private, nonprofit institution preparing the next generation of healthcare leaders through innovation, compassion, and academic rigor. And we believe those same values should guide how we treat our employees.

Job Description:

Are You the Calm in the Middle of a Tech Storm?

Do you get a little thrill from solving complex technical issues? Can you lead a team, juggle priorities, and explain technology without making people’s eyes glaze over? If so, we may have the perfect opportunity for you.

Roseman University is looking for a Help Desk Manager who can combine technical expertise, outstanding customer service, and strong leadership skills to keep our campus community connected, productive, and supported.

At Roseman, technology is more than equipment and software. It’s what helps students learn, faculty teach, and staff succeed. As Help Desk Manager, you’ll play a critical role in delivering an outstanding technology experience while leading a team of Help Desk Technicians that makes a real impact every day. Whether you’re resolving a complex issue, helping launch a new initiative, mentoring your team, or improving service delivery, your work will directly support the University’s mission and future growth.

What You’ll Do and Why You’ll Love This Role:

Lead the Help Desk Team

• Manage, mentor, coach, and support a team of Help Desk Technicians.
• Conduct onboarding, quarterly check-ins, and annual performance reviews.
• Foster a positive, customer-focused service culture.

Deliver Exceptional Customer Support

• Oversee daily Help Desk operations and ensure timely issue resolution.
• Handle escalated technical issues and complex troubleshooting.
• Partner with faculty, staff, and administration to identify and address campus technology needs.

Keep Technology Running Smoothly and Securely

• Manage endpoint security and antivirus solutions.
• Oversee software deployments, patches, and updates.
• Support Microsoft Windows environments and Microsoft 365 applications.
• Manage enterprise printing services and related infrastructure.

Drive Continuous Improvement

• Monitor service metrics, customer satisfaction, and performance trends.
• Develop reports that help improve technology services.
• Contribute to budget planning, technology lifecycle management, and equipment replacement strategies.

Support the Campus Community

• Assist with student and employee technology orientations.
• Create user guides and technical documentation.
• Provide support for classroom and multimedia technologies.

What You’ll Bring (Qualifications):

Required

• High School Diploma or equivalent
• 5-7 years of technical support and leadership experience (or an equivalent combination of education and experience)
• Experience supporting:
• Microsoft Windows 10/11
• Microsoft 365
• Hardware and networking environments
• IT ticketing/service desk platforms
• SolarWinds Service Desk or similar platforms
• Networked devices and Wireless Infrastructure
• PaperCut print management
• SharePoint and OneDrive
• Microsoft Teams and Teams Phones
• Learning Management Systems (Canvas)
• Survey Platfoms (Qualtrics)
• Adobe Acrobat Pro
• PDQ, ThreatDown, or similar deployment tools
• Strong customer service, communication, and problem-solving skills
• Clean driving record
• A+, Network+, or similar certification required
• Ability to obtain Dell Technician Certification within 90 days of hire

Preferred

• Associate’s or Bachelor’s degree in Information Technology, Computer Science, or a related field
• Multimedia and Classroom Technology
• Experience working in higher education

Benefits and Perks:

At Roseman University, we believe exceptional employees deserve exceptional benefits. That’s why we offer a comprehensive benefits package designed to support your health, financial well-being, and work-life balance at every stage of your career.

Our benefits include:

• Multiple medical, dental, and vision plan options, including some available at no cost to employees
• Generous 403(b) retirement plan with an employer match of up to 7.5% and immediate vesting
• Employer-paid life insurance and Disability protection
• Tax-advantaged healthcare savings accounts
• Wellness, mental health resources and Employee Assistance Program (EAP)
• Generous paid time off, including vacation and sick leave, six paid holidays, an extended Thanksgiving break, and up to three weeks of paid campus closures each year.

At Roseman, we’re committed to creating an environment where employees can thrive both personally and professionally. Our benefits and time-off programs reflect our dedication to supporting the people who help make our mission possible.

Why Join Us?

If you’re ready to combine technology, strategy, and purpose while helping shape the future of healthcare education, don’t miss the chance to join our dynamic team—

Keep our campus connected. Empower others to succeed. Help shape the future of healthcare education.

Salary range: $79,000 - $81,000

Roseman University of Health Sciences is an Equal Opportunity Employer committed to fostering a diverse, inclusive, and respectful workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender identity or expression, sexual orientation, national origin, age, disability, or veteran status.