IT Help Desk Manager

Arcadia University; Glenside (PA); On-site; USD 60,000 - 80,000; Full time

Benefits offered by this job

Healthcare

Tuition benefits

Retirement benefits

Health and wellness programs

Job summary

Arcadia University is seeking an IT Help Desk Manager in Glenside to oversee IT Support Services, mentor staff, and ensure excellent customer service. The role requires a Bachelor's Degree and at least 3 years of experience.

The ideal candidate possesses strong technical skills in desktop applications and a proven ability to lead a team. Arcadia offers a competitive benefits package, including healthcare and tuition benefits.

Qualifications

• Minimum 3 years of relevant IT experience.
• Experience leading a team of technicians.
• Ability to work in a fast-paced, customer-facing environment.

Responsibilities

• Ensure exemplary customer service and address Service Requests.
• Supervise daily activities of ITSS technical analysts.
• Provide onsite and remote support for various devices.

Skills

Customer service

Technical troubleshooting

Team leadership

Communication skills

Problem-solving

Education

Bachelors Degree

Tools

Google Workspace

Microsoft Intune

Active Directory

Job description

Job Description

The IT Help Desk Manager reports directly to the Assistant Vice President of IT and is in a hands‑on position responsible for supervising and coordinating the operation and maintenance of the University’s IT Support Services (ITSS). The position provides advanced technical expertise in supporting technology services across a variety of support domains including desktop/academic applications, classroom technologies, AV and multimedia technologies, and institutional IT client systems. The IT Help Desk Manager combines soft skills, management, and technical troubleshooting to serve as a role model by mentoring junior staff and student IT Technicians. This position serves as a key escalation point for complex incidents, problems, and service requests for the IT Help Desk and a key liaison between clients and departmental subject matter experts.

Location

Glenside

Essential Functions

1. Serve as a role model of exemplary customer service to faculty, staff, students, and guests of the University by professionally and accurately using independent judgment to troubleshoot, diagnose, record, classify, correct, document, communicate, and close ITSS Service Requests or Incidents via the phone, email, or face‑to‑face (20%).
2. Supervise and manage the daily activities and performance of a team of ITSS technical analysts (20%).
   1. Working with technical analysts, evaluate data from ticketing system to identify trends for long‑term problem resolution and organizational efficiencies.
   2. Mentor and guide ITSS staff and student workers, fostering a culture of continuous learning and professional growth.
   3. Oversee inventory of deployed and loaner computers.
   4. Serve as an escalation point for complex technical issues (problems), providing Tier 2/3 support across hardware, software, networking, and enterprise systems.

• Works with hardware, software, and multimedia vendors to provide effective solutions and problem resolutions (15%).
• Develop and maintain Help Desk procedures, knowledge base articles, and documentation aligned with best practices including ITIL and industry best practices principles (15%).
• Responsible for recruiting, onboarding, and scheduling of student workers, ensuring consistent coverage and service quality (10%).
• Serve as an escalation point for complex technical issues (problems), providing Tier 2/3 support across hardware, software, networking, and enterprise systems (10%).
• Provide onsite and remote support for desktops, laptops, printers, mobile devices, scanners, copiers, fax machines, hardware repairs, software installations, or other fixes as determined (10%).

Qualifications

Minimum Qualifications:

• Bachelors Degree and at least 3 years of relevant experience. Will consider an equivalent combination of education and experience.
• Experience leading a team of technicians and training, scheduling and assigning work.

Required Knowledge, Skills and Abilities:

• Experience in using, configuring, and troubleshooting desktop productivity applications such as Google Workspace, Microsoft Intune, and other business‑critical software on Windows and macOS platforms, within an Active Directory environment.
• Industry certifications like CompTIA A+ or Network+ and/or ITIL are strongly preferred.
• Ability to work in a fast‑paced, customer‑facing environment while effectively prioritizing multiple tasks and projects to ensure consistent service levels, timely resolution, and a positive end‑user experience.
• Experience with supporting Identity & Access via Active Directory/Entra, user security at the client level, and installing third party software products.
• Excellent communication, organizational, and problem‑solving skills.

Arcadia University is an equal opportunity employer that prohibits discrimination against individuals on the basis of ethnicity, national origin, ancestry, race, color, religion, creed, sex, gender, marital status, affectional or sexual orientation, age, gender identity, military or military veteran status, disability, family medical or genetic information, or any other legally protected characteristic. All offers of employment are conditional based on the successful completion of a background check. Employment may not begin until the University accepts the results of the background check.

Arcadia offers a competitive benefits package that includes excellent healthcare, generous tuition benefits for employees and their families, retirement benefits, health and wellness programs and resources, and much more.

Position Code: AC157F