IT Help Desk Manager (Hybrid)

Northwestern Health Sciences University; BLOOMINGTON (MN); On-site; USD 59,000 - 75,000; Full time

Benefits offered by this job

Paid Time Off

Holiday pay

403(b) Plan

Medical, dental, vision

Tuition Reimbursement

Tuition Reduction

On-site clinic

Employee discount

Hybrid work environment

Job summary

Northwestern Health Sciences University seeks an IT Help Desk Manager to lead the on-campus and remote support team, oversee ticketing, and ensure timely resolution of issues across hardware, software, and AV resources.

You will provide Tier 2 support, assist with security and classroom technology, and partner with staff to deliver reliable IT services for campus events.

Qualifications

• Bachelor's degree or equivalent related experience.
• 3+ years help desk experience.
• 3+ years supervision experience.
• ITIL or HDI certification preferred.
• Experience supporting Microsoft Office 365.
• Proficient with MS Office Suite, SharePoint, Visio and MS Project.
• Knowledge of classroom technology, projectors, microphones, and sound.
• Strong customer service skills and responsiveness to customer needs.
• Experience supporting ERP systems preferred.

Responsibilities

• Oversees and manages helpdesk operations including scheduling of staff, performance appraisals, budgets, and refining helpdesk processes for continuous improvement.
• Produces regular reports, benchmarks, statistics and results of performance key indicators.
• Administrates the inventory management process of all desktop hardware and software.
• Manages the end-user Service Level Agreement.
• Respond to faculty, student and staff requests for level 2 support and security requests.
• Provide assistance to IT staff with problem resolution and escalation.
• Assists with security audits and processes.
• Maintain and support classroom and event operations.
• Carry out necessary pre- and post- event equipment and classroom equipment checks to proactively identify potential issues.
• Support and train users on using event, conference room, and classroom technology.

Skills

Help desk experience

Supervision

Customer service

Security support

Problem resolution

Education

Bachelor's degree or equivalent

Tools

ITIL certification

HDI certification

Microsoft Office 365

MS Office Suite

SharePoint

Visio

MS Project

ERP systems

Job description

Position Information

Northwestern Health Sciences University is seeking a motivated and experienced professional to join our Information Technology team as an IT Help Desk Manager! This role will serve as a working leaders who directs and actively participate in the hands on work of the IT Help Desk team, including supporting all hardware, software, printers, security, and other resources on campus.This role also provides the opportunity to work alongside staff to provide IT and/or AV services for live campus events. In addition, the IT Help Desk Manager will oversee the NWHSU ticketing system, managing end-user requests and ensuring timely resolution of technical issues. The position will provide Tier 2 technical support and serve as an escalation point for Tier 1 support tickets, stepping in directly when complex or high-priority issues arise. The ideal candidate is a collaborative, customer-focused, hands-on leader who enjoys working alongside their team to ensuring the campus community has the technology resources and assistance needed to be successful.

Work location

Bloomington, MN with flexibility to work 1-2 days per week remotely; must live local and be able to come to campus as needed.

Duties

• Oversees and manages helpdesk operations including scheduling of staff, performance appraisals, budgets, and refining helpdesk processes for continuous improvement.
• Produces regular reports, benchmarks, statistics and results of performance key indicators.
• Administrates the inventory management process of all desktop hardware and software.
• Manages the end-user Service Level Agreement.
• Respond to faculty, student and staff requests for level 2 support and security requests.
• Provide assistance to IT staff with problem resolution and escalation.
• Assists with security audits and processes.
• Maintain and support classroom and event operations.
• Carry out necessary pre- and post- event equipment and classroom equipment checks to proactively identify potential issues.
• Support and train users on using event, conference room, and classroom technology.

What you need to have?

• Bachelor's degree, or equivalent related experience.
• 3+ years help desk experience.
• 3+ years supervision experience.
• ITIL, HDI certification, preferred.
• Experience supporting Microsoft Office 365.
• Proficient with the MS Office Suite, SharePoint, Visio and MS project.
• Knowledge of classroom technology, projectors, microphones, and sound.
• Strong customer service skills and demonstrated responsiveness to customer needs.
• Experience supporting ERP systems, preferred.

Does this sound like the type of role you could excel in? Where your background and experience may contribute to the growth of our organization? A role where you can add your passion and enthusiasm, and make a difference? If you believe you have the education and experience to meet the qualifications for this role, we'd value talking to you. Non-traditional backgrounds are welcome.

Compensation

$59,126.00 - $75,000.00 annually.

The hiring rate is determined by a combination of education, related professional experience, and internal equity considerations and may exceed the posted range. NWHSU is committed to fair and equitable pay practices and does not base compensation decisions on gender or any other protected status.

Our Benefits

NWHSU is proud to offer a comprehensive benefits package to meet your current needs and anticipate your future needs. Our generous time away helps you enjoy a healthy work life rhythm.

• Paid Time Off (earn 22 days per year)
• Holiday (16 days in 2026)
• 403(b) Plan
• Medical, dental, vision
• Discounted and free on-site clinic services for you and your family
• Flexible Spending Accounts
• Short-term and long-term disability
• Life insurance
• EAP and other wellness benefits
• Tuition Reimbursement for external programs
• Tuition Reduction for internal programs (includes family members)
• Employee discount at our campus store
• On-site fitness center

NWHSU is a nonprofit organization and full-time employees may be eligible for Public Service Loan Forgiveness (PSLF) through the U.S. Department of Education. For further information please click on this link.

Why NWHSU?

When you join NWHSU you're not simply doing a job, you're making a difference. You'll see passion for our mission, our work, and our future growth opportunities all around you. Culture is extremely important to us. We're a small enough organization that you'll get to know everyone, have a voice, make an impact, and feel the enthusiasm of everyone you work with. Yet we're large enough to offer exceptional benefits including a university contribution to our 403(b), generous PTO and a flexible environment. It's all part of our person-centered philosophy- and it's an ideal blend and a superb organization to expand your career.

What can you expect?

The person-centered approach we take to healthcare education and practice extends to our NWHSU team. That means:

• Every role and individual contributes to our success. No matter what department you work in, you'll see passion for our work and respect for one another.
• Belonging is important to us - we all bring different backgrounds, perspectives, and value to the organization. And that makes us stronger.
• We're committed and engaged. You'll see that in every meeting, every discussion and everything we do. It shows and we're proud of it.
• We don't simply say we have a team environment - we live it. Your ideas and suggestions matter. We listen to one another and when something makes sense, we do it.
• We've still got that entrepreneurial spirit, even though we've been around for 80+ years. And we like that.
• We build in flexibility in roles whenever we can. We work in a hybrid environment. Each manager works with their team members to ensure there is a healthy work-life balance.
• Your personal and professional work opportunities are important to us - we provide these benefits so you can continue to excel in your career.

Our goal? Preparing the next generation of healthcare professionals to deliver and advance healthcare.

NWHSU Overview

Northwestern Health Sciences University (NWHSU) based in Bloomington, MN, has been a national leader in person-centered healthcare education for over 80 years. The University has more than 10,000 graduates throughout the U.S. and in 21 countries. For more information, please visit nwhealth.edu.

We offer a diverse range of evidence-informed programs and experiences including: Doctor of Chiropractic, Doctor of Acupuncture, Chinese Medicine, Functional and Integrative Nutrition, and Integrative Care, and undergraduate offerings in massage therapy, health sciences, and allied health professions – medical laboratory science, medical laboratory technology, radiation therapy, and radiologic technology. We are a mission- and vision- driven university leading the way in person-centered care.

Equal Opportunity Employer

Northwestern Health Sciences University is an Equal Employment Opportunity Employer and is committed to creating an inclusive environment that values the diversity of its employees and does not discriminate against any employee or candidate. Further, NWHSU prohibits all forms of discrimination is any education program or activity that it operates. The Notice of Non-Discrimination is located on our website. Individuals may report concerns or questions to the Title IX Coordinator. Please refer to our website for further information.