IT Service Desk Manager - Lead, SLA & ITSM

College of the Desert; Palm Desert (CA); On-site; USD 90,000 - 130,000; Full time

Job summary

College of the Desert seeks a Manager, Help Desk to oversee IT Service Desk and desktop support teams at Palm Desert Campus. The role combines strategic oversight with hands-on leadership to ensure high-quality faculty and staff support.

The incumbent will drive SOPs, ITSM platform administration, and KPI reporting, while promoting professional development and customer service excellence across the campus community.

Qualifications

• Bachelor’s degree in Information Technology, Business, or a related field; AND
• Five (5) years of progressively responsible experience in a technical support environment, with at least two (2) years in a supervisory, lead, or managerial role.
• Associate’s degree in Information Technology, Business, or a related field; AND
• Seven (7) years of progressively responsible experience in a technical support environment, with at least two (2) years in a supervisory, lead, or managerial role.

Responsibilities

• Plan, organize, and supervise the daily activities of the IT Service Desk and desktop support teams; coordinate technician schedules and ticket workflows to ensure optimal coverage and adherence to SLAs.
• Serve as the primary escalation point for complex technical or procedural incidents, exercising independent judgment to ensure swift resolution of high-priority campus issues.
• Manage and configure the ITSM platform; design automated workflows, ticket taxonomies, and business rules to drive efficiency.
• Track and synthesize KPIs into executive reports to identify service trends and inform departmental decision-making.
• Provide direct supervision, coaching, and professional development to staff and student workers; conduct performance evaluations and disciplinary actions as needed.
• Develop and implement training programs to ensure a culture of professional customer service across all user interactions.

Skills

Supervisory experience

IT service desk leadership

Incident/problem/request management

End-user support

Team coaching

Education

Bachelor’s degree in Information Technology, Business, or a related field

Associate’s degree in Information Technology, Business, or a related field

Tools

ITSM platform

Microsoft 365

SIS/LMS

Remote support tools

Job description

College of the Desert seeks a Manager, Help Desk to oversee IT Service Desk and desktop support teams at Palm Desert Campus. The role combines strategic oversight with hands-on leadership to ensure high-quality faculty and staff support.

The incumbent will drive SOPs, ITSM platform administration, and KPI reporting, while promoting professional development and customer service excellence across the campus community.