IT Service Desk Manager — Lead Campus Support

First Nations Jobs Online; Palm Desert (CA); On-site; USD 101,000 - 146,000; Full time

Job summary

The Manager, Help Desk at College of the Desert is responsible for the strategic oversight and daily operations of the IT Service Desk and desktop support teams on the Palm Desert campus. This hands-on leadership role requires supervising staff, coordinating front-line responses, and ensuring high-quality support for faculty and staff.

The position emphasizes developing SOPs for ITSM, driving KPI-based improvements, and maintaining knowledge bases while aligning with SLAs and district policies;

Qualifications

• Bachelor's or higher in Information Technology, Business, or related field.
• Progressive experience in technical support with supervisory responsibilities.
• Experience aligning operations with ITSM processes and SLAs.

Responsibilities

• Plan, organize, and supervise IT Service Desk and desktop support activities.
• Design and implement SOPs and ITSM workflows.
• Coach staff and conduct performance evaluations.
• Develop training to improve customer service.
• Maintain knowledge base and promote self-service resources.

Skills

Supervisory leadership

ITSM/ITIL

KPI reporting

End-user support

Budget awareness

Education

Bachelor's degree in IT/Business

Associate degree option with experience

Tools

ITSM platform

Job description

The Manager, Help Desk at College of the Desert is responsible for the strategic oversight and daily operations of the IT Service Desk and desktop support teams on the Palm Desert campus. This hands-on leadership role requires supervising staff, coordinating front-line responses, and ensuring high-quality support for faculty and staff.

The position emphasizes developing SOPs for ITSM, driving KPI-based improvements, and maintaining knowledge bases while aligning with SLAs and district policies;