IT Helpdesk Manager

University of Louisiana at Monroe; Breard (LA); On-site; USD 55,000 - 75,000; Full time

Job summary

University of Louisiana at Monroe is seeking an IT Helpdesk Manager to lead daily operations of the IT Helpdesk, coordinate purchases, imaging, and software deployments. The role involves supervising student workers and ensuring high-quality Tier 2 support for campus users.

The candidate should have a bachelor’s degree or equivalent experience, with strong knowledge of Microsoft products, Windows 11/Server, Apple OS, imaging systems, and Active Directory.

Qualifications

• Bachelor's degree or 2 years of real-world field experience in a technical background.
• Experience with Microsoft products: Windows 11, Windows Server, MS Office; lab imaging software; Apple OS platform knowledge preferred.
• Experience with Active Directory and remote management software preferred.

Responsibilities

• Oversee day-to-day operation of the IT Helpdesk.
• Manage technology deployment and coordination of new computer & printer purchases.
• Manage IT Helpdesk staffing, scheduling, and training of all helpdesk student workers and call center staff.
• Monitor the helpdesk ticketing system and provide Tier 2 support as needed.
• Coordinate with academic departments to meet computer-based needs and updates.
• Deploy software images for new PCs and Apple computers using imaging platform.
• Coordinate software installations and support with faculty with specific software requirements.
• Coordinate warranty or repair requests with Dell and Apple; maintain Dell Certified System Expert status for authorized repairs.
• Monitor and evaluate end user systems for performance via technical skills.
• Plan and implement helpdesk management policies.
• Supervise student workers and call center staff.
• Perform other duties as required.

Education

Bachelor's degree or 2 years real-world technical experience

Tools

Windows 11

Windows Server

MS Office

Lab imaging software

Apple OS

Active Directory

Remote management software

Job description

The IT Helpdesk Manager will be in charge of day-to-day support and operation of the IT Helpdesk.

• Manage technology deployment and coordination of new computer & printer purchases.
• Manage IT Helpdesk including staffing, scheduling, and training of all helpdesk student workers and call center student workers.
• Monitor the helpdesk ticketing system and provide Tier 2 support as needed.
• Maintains contact with all academic departments to ensure that their computer-based needs are met. Work with the departments on computer updates as needed.
• Deploys software images for new PCs and Apple computers using our imaging platform.
• Coordinates all software installations and support with faculty members who have specific software requirements.
• Coordinates any warranty or repair requests from Dell and Apple. Required to maintain a current Dell Certified System Expert status to perform authorized warranty repairs on Dell equipment.
• Monitors and evaluates end user systems for performance using technical skills attained through training and experience.
• Responsible for planning and implementation of helpdesk management policies.
• Supervises student workers and call center employees.
• Other duties as required.

• Must have bachelor's degree or 2 years of real-world field experience in technical based background.
• Experience in Microsoft products - Windows 11, Windows Server, MS Office; lab imaging software; Apple OS platform knowledge preferred.
• Experience with Active Directory and remote management software preferred.

Working Conditions

Primarily indoors - within offices, classrooms, labs.

Physical Requirements

Some physical requirements related to movement and assembly of computers.

Direct Reports

Student workers from helpdesk and call center.