IT HelpDesk Manager

Seattle Pacific University; Lexington (MA); On-site; USD 45,000 - 52,000; Full time

Job summary

Seattle Pacific University is seeking a technically skilled Help Desk Manager to lead the on-campus IT Support Desk. This role oversees services for students, faculty, and staff, supervising a team of 10+ student employees, and collaborating with the Director of Technology Support Services to improve processes and service delivery.

The successful candidate will combine strong technical troubleshooting with a commitment to excellent customer service, continuous improvement, and responsible

Qualifications

• Three+ years in IT support or related tech support environment.
• Experience supervising, training, or mentoring employees.
• Strong troubleshooting across computing hardware, software, and campus tech.
• Experience managing service requests, workflows, and customer support processes.
• Excellent interpersonal and communication skills with non-technical users.
• Strong organizational and problem-solving abilities.

Responsibilities

• Lead daily IT Support Desk operations for students, faculty, and staff.
• Monitor service requests, queues, escalations, staffing, and performance metrics.
• Provide hands-on technical support for computers, software, and classroom technology.
• Identify opportunities to improve Help Desk processes, tools, workflows, and user experience.
• Supervise, train, schedule, and mentor 10+ student employees.
• Develop training materials, onboarding resources, and knowledge base content.

Skills

Help Desk Management

IT Support

Team Leadership

Customer Service

Technical Troubleshooting

Education

Bachelor's degree in Information Technology or related field

Tools

ITIL knowledge

Documentation tooling

Job description

Job Description

Who We Are

Founded in 1891, Seattle Pacific University has a long and distinguished history in Christian higher education. Located just minutes from downtown Seattle, SPU seeks to be a premier Christian university fully committed to engaging the culture and changing the world by graduating people of competence and character, becoming people of wisdom, and modeling grace-filled community.

SPU’s Information Technology team supports this mission by delivering secure, reliable, and forward-looking technology that enables students, faculty, and staff to do their best work. Our IT team values service, collaboration, accountability, and continuous improvement, with a focus on delivering practical solutions that make a meaningful difference across the University.

What We Need

Seattle Pacific University is seeking a technically skilled, service-oriented Help Desk Manager to lead the daily operations of our IT Support Desk and deliver high-quality technology support to students, faculty, and staff.

This on-campus position oversees Help Desk services, supervises and mentors a team of more than 10 student employees, and provides hands‑on technical expertise for complex support issues. Working closely with the Director of Technology Support Services, the Help Desk Manager helps shape service strategies, improve processes, and ensure that campus technology support is responsive, effective, and aligned with the University’s needs.

The ideal candidate combines strong technical troubleshooting abilities with a passion for developing people, improving systems, and delivering exceptional customer service. They are proactive, organized, and comfortable balancing day‑to‑day operational demands with opportunities for innovation and continuous improvement.

The on‑site Help Desk Manager supports Seattle Pacific University’s mission by contributing to a Christ-centered learning and working community committed to academic excellence, service, and engagement with the world. In this role, the employee brings their skills, gifts, and professional expertise to work that matters—serving students, colleagues, and the broader University community in ways that reflect SPU’s values and purpose. To that end, all University employees are required to be aligned with and supportive of SPU’s Statement of Faith and its derivative policies and lifestyle expectations.

What You’ll Do

Help Desk Operations & Technical Support

• Lead daily IT Support Desk operations, ensuring timely, professional, and effective support for students, faculty, and staff.
• Monitor service requests, ticket queues, escalations, staffing coverage, and service performance to maintain consistent service quality.
• Provide hands‑on technical support for complex issues involving computers, software, classroom technology, audiovisual equipment, and other campus systems.
• Identify opportunities to improve Help Desk processes, support tools, workflows, and the overall customer experience.

Team Leadership & Development

• Supervise, train, schedule, and mentor a team of 10+ student employees.
• Establish clear expectations, provide performance feedback, and foster a positive, accountable, and service‑focused team environment.
• Develop and maintain training materials, onboarding resources, and knowledge base documentation for student employees and end users.

Technology Services & Collaboration

• Partner with the Director of Technology Support Services and colleagues to improve Help Desk services and support evolving campus technology needs.
• Maintain accurate, accessible technical documentation and promote consistent troubleshooting practices.
• Ensure Help Desk operations follow University IT policies, security standards, and data protection requirements.
• Collaborate with campus departments to resolve service challenges, provide technology guidance, and support effective use of University systems.

What You Bring

• At least three years of experience in IT support, technical customer service, or a related technology support environment.
• Demonstrated experience supervising, training, or mentoring employees, preferably in a technical support or customer service setting.
• Strong technical troubleshooting skills across personal computing hardware, software, and common workplace technology.
• Experience managing service requests, troubleshooting workflows, and customer support processes.
• Excellent interpersonal and communication skills, with the ability to explain technical concepts clearly to users with varying levels of technical knowledge.
• Strong organizational, problem‑solving, and decision‑making skills, with the ability to prioritize competing needs and resolve issues effectively.
• Demonstrated initiative, accountability, and ability to work collaboratively across technical and nontechnical teams.
• Commitment to excellent customer service, continuous improvement, and responsible technology stewardship.
• Mission Alignment: A personal commitment to the Christian faith and affirmation of SPU’s Statement of Faith; enthusiasm for supporting the University’s Christian mission; and willingness to uphold the policies and lifestyle expectations of SPU’s Christian community.

_Preferred Qualification_s

• Bachelor’s degree in Information Technology, Computer Science, Information Systems, or a related field, or an equivalent combination of education and professional experience.
• Experience managing or coordinating an IT Help Desk or service desk operation.
• Familiarity with ITIL principles, service management frameworks, or related certifications.
• Experience supporting classroom technology, audiovisual systems, or technology in an academic environment.
• Experience working in higher education or another complex, service‑oriented organization.
• Experience developing technical documentation, training programs, and knowledge management resources.

Compensation & Position Details

• Anticipated Hiring Pay Rate: $33.00 - $38.00 per hour, commensurate with experience.
• Status: Full-time, non-exempt
• Department: Information Technology
• Reports To: Director of Technology Support Services
• Location: Seattle Pacific University, Seattle, WA (on-campus position)

Benefits: Seattle Pacific University offers a comprehensive benefits package designed to support employees and their families. Benefits for eligible employees include medical, dental, and vision insurance; University contributions to a health savings or health reimbursement account; employer-paid life and long‑term disability insurance; retirement benefits, including a University contribution; tuition discounts for employees and eligible family members; and paid time off, including vacation, sick leave, and University holidays. Additional benefits include an Employee Assistance Program and wellness resources. Benefits and eligibility are subject to applicable University policies and plan provisions.