Senior IT Service Desk Leader

College of the Desert; California (MO); On-site; USD 110,000 - 140,000; Full time

Job summary

College of the Desert seeks a strategic Leader for the Manager, Help Desk to oversee the District’s IT Service Desk and desktop support teams. This hands-on role requires independent judgment, staff supervision, and delivery of high-quality support to faculty and staff.

The incumbent will shape SOPs, ITSM platform administration, and performance data analysis to drive continuous improvement and meet SLAs. Strong leadership and collaboration across IT teams are essential.

Qualifications

• Bachelor’s degree in Information Technology, Business, or related field and 5+ years of progressive technical support experience, including 2+ years in supervisory/managerial role.
• Or an Associate’s degree in Information Technology, Business, or related field and 7+ years of progressive technical support experience, including 2+ years in supervisory/managerial role.

Responsibilities

• Plan, organize, and supervise daily IT Service Desk and desktop support activities.
• Manage ITSM platform, design workflows, and generate KPI reports.
• Provide supervision, coaching, and performance evaluations of staff and student workers.
• Develop training programs to promote professional customer service.
• Maintain knowledge base and promote self-service resources campus-wide.
• Coordinate asset tracking and disposal in compliance with regulations.
• Oversee lifecycle of endpoint devices and ensure security alignment.
• Lead or participate in IT projects affecting end-user support.
• Participate in campus-wide committees on educational technology and support services.
• Perform other related duties as assigned.

Skills

Supervisory experience

ITIL/ITSM knowledge

Leadership

Customer service excellence

Data-driven decision making

Education

Bachelor’s degree in IT or related field

Five years experience in technical support

Associate’s degree in IT or related field

Seven years experience in technical support

Job description

College of the Desert seeks a strategic Leader for the Manager, Help Desk to oversee the District’s IT Service Desk and desktop support teams. This hands-on role requires independent judgment, staff supervision, and delivery of high-quality support to faculty and staff.

The incumbent will shape SOPs, ITSM platform administration, and performance data analysis to drive continuous improvement and meet SLAs. Strong leadership and collaboration across IT teams are essential.