Manager, Help Desk

College of Western Idaho; Nampa (ID); Hybrid; USD 85,000 - 110,000; Full time

Job summary

College of Western Idaho is seeking a Manager of Help Desk to provide operational leadership for the Help Desk function and advocate for customer experience within Information Technology. Reporting to the User Services Manager, this role ensures effective delivery of IT Help Desk support for students, faculty, and staff.

The position emphasizes stakeholder engagement, service management, continuous improvement, and supervision of Help Desk staff, with collaboration across academic and

Qualifications

• Bachelor’s degree in Information Systems, Business Administration, Organizational Leadership, or a related field, or an equivalent combination of education and experience.
• Five years of progressively responsible experience in information technology, customer support services, service management, or an end-user support environment.
• Three years of supervisory, lead, or management experience.
• Experience leading customer-facing technology support or service delivery operations.

Responsibilities

• Provides operational leadership for the College’s Help Desk services and customer support channels
• Establishes Help Desk service standards, performance objectives, and customer service expectations
• Ensures consistent delivery of frontline support through phone, email, self-service, and walk-up channels
• Serves as the primary Help Desk liaison to academic and administrative departments
• Oversees Help Desk incident, request, problem, escalation, and knowledge management practices
• Guides Help Desk workflows, service catalog content, and knowledge resources within ITSM and ESM platforms
• Identifies service gaps and leads process improvements to increase consistency and efficiency
• Develops and monitors service-level objectives, KPIs, customer satisfaction measures, and operational reports
• Recruits, supervises, coaches, and evaluates Help Desk personnel

Skills

Stakeholder engagement

Customer experience leadership

Service management

Supervisory experience

Education

Bachelor’s degree in Information Systems, Business Administration, Organizational Leadership, or a related field

Job description

Position Summary

The Manager, Help Desk provides operational leadership for the College’s Help Desk function and serves as the primary advocate for customer experience within Information Technology. Reporting to the User Services Manager, this position ensures effective delivery of IT Help Desk support services for students, faculty, and staff. The role focuses on stakeholder engagement, service management, customer experience, operational planning, performance measurement, and continuous service improvement, and collaborates with academic and administrative departments to keep Help Desk services aligned with institutional priorities and customer expectations.

Essential Functions

• Provides operational leadership for the College’s Help Desk services and customer support channels
• Establishes Help Desk service standards, performance objectives, and customer service expectations
• Ensures consistent delivery of frontline support through phone, email, self-service, and walk-up channels
• Serves as the primary Help Desk liaison to academic and administrative departments
• Oversees Help Desk incident, request, problem, escalation, and knowledge management practices
• Guides Help Desk workflows, service catalog content, and knowledge resources within ITSM and ESM platforms
• Identifies service gaps and leads process improvements to increase consistency and efficiency
• Develops and monitors service-level objectives, KPIs, customer satisfaction measures, and operational reports
• Recruits, supervises, coaches, and evaluates Help Desk personnel

Minimum Qualifications

• Bachelor’s degree in Information Systems, Business Administration, Organizational Leadership, or a related field, or an equivalent combination of education and experience
• Five years of progressively responsible experience in information technology, customer support services, service management, or an end-user support environment
• Three years of supervisory, lead, or management experience
• Experience leading customer-facing technology support or service delivery operations

Preferred Qualifications

• Experience working in a higher education environment
• Experience managing IT Service Management or Enterprise Service Management platforms, such as TeamDynamix
• Knowledge of ITIL, Lean, continuous improvement, or related operational frameworks
• ITIL Foundation, project management, or other relevant professional certification

Additional Information

Most positions at CWI are in-person and based on campus; up to two remote workdays per week may be available at the hiring manager’s discretion. Employment visa sponsorship is not available for this position.