Helpdesk Manager

University of South Carolina; Beaufort (SC); On-site; USD 65,000 - 97,000; Full time

Benefits offered by this job

Health and Life Insurance

Retirement Programs

Paid Tuition

Dependent Scholarships

Annual Leave

Sick Leave

13 Paid Holidays

Paid Parental Leave

Professional Development Opportunities

Job summary

University of South Carolina Beaufort seeks a dynamic Help Desk Manager to lead the ITSS team across three campus locations and deliver excellent end-user support. You will oversee Tier 1/2 support, Classroom & A/V support, and Desktop Engineering while driving service excellence and efficient workflows.

This role emphasizes leadership, customer service, and technical oversight to maintain robust infrastructure.

Qualifications

• Leadership and customer-focused approach to service
• Ability to organize work and set priorities
• Strong communication and interpersonal skills

Responsibilities

• Lead ITSS Helpdesk operations across Campus locations
• Monitor ticket queues and service metrics to ensure quality
• Provide technical support for campus events from planning to execution
• Balance workloads and conduct weekly ticket audits
• Maintain staffing continuity to ensure uninterrupted support services

Skills

Team leadership

Customer service

Prioritization

Problem solving

Education

Bachelor's degree

Job description

Posting Details

Posting Summary

Logo |

Posting Number | STA00796PO26

Job Family | Information Technology

Job Function | Help Desk

USC Market Title | IT Help Desk Supervisor

Link to USC Market Title | https://uscjobs.sc.edu/titles/141375

Job Level | M1 - Managerial

Business Title (Internal Title) | Helpdesk Manager

Campus | Beaufort

Work County | Beaufort

College/Division | USC Beaufort College/Division Level

Department | BFT Information Technology

State Pay Range | T05

USC Market Range | MRH - $64,827 $81,034 $97,241

Anticipated Hiring Range | Commensurate with experience and education

Location of Vacancy | USC Beaufort supported area

Part/Full Time | Full Time

Hours per Week | 37.5

Work Schedule | Standard working schedule: Monday – Friday 8:30am – 5:00pmMust be willing to work a flexible schedule to meet the needs of the department. Can include nights and weekends.

Basis | 12 months

Job Search Category | Information Technology

About USC

About University of South Carolina | From the Upstate to the Lowcountry, the University of South Carolina system is transforming the lives of South Carolinians through the impact of our eight institutions and 20 locations throughout the state. More than 50,000 students are enrolled at one of eight institutions, including the research campus in Columbia and comprehensive four-year universities in Aiken, Upstate and Beaufort. In addition, our Palmetto College campuses in Salkehatchie, Union, Lancaster and Sumter enable students to earn associate or bachelor’s degrees through a combination of in-person, online or blended learning. All of our system institutions place strong emphasis on service — helping to build healthier, more educated communities in South Carolina and beyond.

Veterans' Preference Statement | The University of South Carolina is committed to equal opportunity and proudly values the skills and experience military veterans bring to our workforce. Across South Carolina, we are making veterans a priority for employment and recognize their vital contributions to our state and our communities.

Benefits

• Health and Life Insurance
• Retirement Programs
• Paid Tuition
• Dependent Scholarships
• Annual Leave
• Sick Leave
• 13 Paid Holidays (including an extended December holiday)
• Paid Parental Leave
• Professional Development Opportunities

Benefits for FTE Positions

The University of South Carolina (USC), through the State of SC and Public Employee Benefit Authority (PEBA), offers employees a valuable benefits package, including health and life insurance, generous paid leave and retirement programs. To learn more about USC benefits, access the "Working at USC" section on the Applicant Portal at https://uscjobs.sc.edu. Research Grant or Time-limited positions may be eligible for all, some, or no benefits, based on the grant or project funding.

Position Description

Advertised Job Summary

Join USC Beaufort as Our Next Help Desk Manager!

Are you a tech-savvy leader with a passion for service excellence and innovation? The University of South Carolina Beaufort (USCB) is seeking a dynamic Help Desk Manager to lead our Information Technology Support Services (ITSS) team in delivering exceptional support across our three campus locations.

About the Role

As Help Desk Manager, you’ll be at the forefront of USCB’s mission to provide cutting‑edge technology resources that empower academic, research, and operational success. You’ll oversee a high-performing team of full‑time staff and student employees, ensuring consistent, responsive, and professional support for all end‑users. Your leadership will directly impact the university’s ability to create, process, store, secure, and exchange electronic data and information through a robust infrastructure of computers, storage, networking, and other physical devices.

Key Responsibilities

• Lead Helpdesk Operations: Manage Tier 1 and Tier 2 support, Classroom & A/V Support, and Desktop Engineering.
• Ensure Service Excellence: Monitor performance through user feedback and ticket resolution metrics.
• Support Campus Events: Provide technical support for events, from planning to execution.
• Optimize Workflows: Review and assign incoming tickets, conduct weekly audits, and balance team workloads.
• Maintain Continuity: Provide supplemental staffing to ensure uninterrupted support services.

What You Bring

Strong judgment in organizing work and setting priorities. A customer‑first mindset with the ability to adapt and respond to evolving needs. Proven ethical, professional, and interpersonal skills. A solutions‑based approach to problem solving. A desire to learn and grow in the field of information technology.

Why USCB?

At USC Beaufort, we believe technology is a cornerstone of academic excellence. You’ll be part of a collaborative environment that values innovation, service, and continuous improvement. Your work will directly contribute to the university’s public image and reputation.

Job Related Minimum Required Education and Experience

Requires a bachelor’s degree in a job related field and 5 or more years of job related experience, which may be substituted by an equivalent combination of job related certification, training, education, and/or experience.

Required Certification, Licensure/Other Credentials

Preferred Qualifications

Knowledge/Skills/Abilities

Ability to exercise good judgment in organizing work and setting priorities, balancing the interests of customers and readily readjusting priorities to respond to their needs and expectations. Demonstrated strong ethical, professional and service-oriented, and interpersonal skills. Ability to provide excellent customer service in a positive and solutions-based manner. Problem solving skills. Ability to learn and grow in the area of focus.

Job Duties

Job Duty | Oversees the ITSS Helpdesk operations and personnel, including full-time staff and student employees. Ensures consistent and effective support coverage across all three campus locations. Monitors performance through user feedback and satisfaction metrics from resolved support tickets. Maintains a high-functioning Helpdesk team to support end-user productivity and ensure timely resolution of technical issues.

Essential Function | Yes

Percentage of Time | 40

Job Duty | Provides supplemental staffing support to the ITSS Helpdesk as needed to ensure operational continuity. The department encompasses Tier 1 and 2 Helpdesk Support, Classroom and A/V Support, and Desktop Engineering. Success in this role is measured by the timely resolution of Helpdesk tickets and the consistent delivery of user-level services, which are essential to the institution’s overall effectiveness

Essential Function | Yes

Percentage of Time | 30

Job Duty | Provides comprehensive technical support for campus events, including pre-event walkthroughs, equipment estimates, and coordination of on-site assistance. Success is measured by the smooth execution of events with minimal disruptions and user complaints. Effective event support contributes directly to the institution’s public image and external reputation.

Essential Function | Yes

Percentage of Time | 10

Job Duty | Reviews incoming Helpdesk tickets and assigns them to the appropriate ITSS personnel based on issue type and priority. Conducts weekly audits of ticket queues to ensure timely resolution and balanced workload distribution across the team.

Essential Function | Yes

Percentage of Time | 10

Job Duty | Other duties as assigned.

Essential Function | Yes

Percentage of Time | 10

Position Attributes

Employees in Safety‑Sensitive or Security‑Sensitive positions will be subject to pre-employment and post-employment drug testing in accordance with University policy HR 1.95 Drug and Alcohol Testing.

Safety Sensitive or Security Sensitive

No

Hazardous weather category | Non-Essential

Posting Detail Information

Number of Vacancies | 1

Desired Start Date |

Job Open Date | 10/22/2026

Job Close Date | 11/10/2026

Open Until Filled | No

Special Instructions to Applicant | Positions will remain posted on our employment website for a minimum of five (5) business days. After this period, postings may be closed at the department’s discretion. Our site is updated regularly, and the length of the recruitment and screening process may vary depending on the position and related factors. If your qualifications are selected for further consideration, you will be contacted directly by phone or email.The University of South Carolina offers a valuable benefits package including but not limited to: Health and Life Insurance Retirement Programs Paid Tuition Dependent Scholarships Annual Leave Sick Leave 13 Paid Holidays (including an extended December holiday) Paid Parental Leave Professional Development Opportunities

EEO Statement

The University of South Carolina does not discriminate in employment opportunities or decisions for qualified persons on the basis of age, ancestry, citizenship status, color, disability, ethnicity, familial status, gender, gender identity or expression, genetic information, military status, national origin, pregnancy, race, religion, sex, sexual orientation, veteran status, or any other protected category under applicable law.

Required Documents

1. Cover Letter
2. Resume

Optional Documents

1. Other Supporting Documents