Help Desk Manager

Job Summary:

The Help Desk Manager is responsible for overseeing the university’s Tier 1 IT support operations, ensuring efficient resolution of technical issues, optimizing service delivery, and enhancing the overall user experience. This role includes managing Tier 1 support staff, tracking and analyzing key metrics, automating processes, developing training programs, and maintaining a knowledge base. The Help Desk Manager will also collaborate with Tier 2 and Tier 3 support teams for complex escalations and work closely with students during orientation to provide guidance on university IT resources.

Key Responsibilities:

Help Desk Operations & Tier 1 Support Management

• Supervise and manage the Tier 1 help desk team, ensuring timely and high-quality IT support for students, faculty, and staff.
• Establish efficient workflows, ticket prioritization, and escalation procedures to streamline support requests.
• Ensure effective ticket tracking, resolution, and documentation using the university’s IT ticketing system.
• Act as a point of contact for Tier 1 escalations and collaborate with Tier 2 and Tier 3 support teams to resolve high-level technical issues.

Tracking Metrics & Process Optimization

• Monitor and analyze help desk performance metrics, including response times, resolution rates, and user satisfaction scores.
• Identify trends and areas for improvement, using data-driven decision-making to enhance service quality.
• Implement automation tools and AI-driven solutions to streamline common IT support tasks and reduce manual workloads.

Training, Hiring & Team Development

• Recruit, train, and mentor help desk staff, ensuring team members are equipped with the technical and customer service skills needed for effective support.
• Develop ongoing training programs for staff to stay updated on emerging technologies and best practices.
• Conduct regular performance reviews and provide coaching to improve service delivery.

Knowledge Base & User Education

• Develop and maintain a comprehensive IT knowledge base, including troubleshooting guides, FAQs, and instructional materials.
• Ensure self-service resources are available to students, faculty, and staff to encourage independent issue resolution.
• Provide IT training sessions and workshops to educate the university community on commonly used systems and security best practices.

Collaboration & Student Engagement

• Work closely with Tier 2 and Tier 3 support teams to escalate and resolve complex technical issues efficiently.
• Partner with university departments to align IT support services with institutional goals and academic needs.
• Play an active role in student orientation programs, providing IT guidance and ensuring new students are familiar with university systems, portals, and security policies.

Qualifications:

• Bachelor’s degree in Information Technology, Computer Science, or a related field (equivalent experience may be considered).
• 5 years of experience in IT support, help desk management, or a related role, preferably in a higher education environment.
• Strong understanding of ticketing systems, and best practices for help desk operations.
• Certifications in Microsoft 365, CompTIA preferred
• Apple and Microsoft configuration and support experience preferred
• Experience in managing teams, training staff, and developing IT support resources.
• Familiarity with automation tools, AI-driven support solutions, and process optimization.
• Excellent problem-solving, communication, and customer service skills.
• Ability to work collaboratively with cross-functional teams and student populations.

Preferred Skills:

• Experience with higher education IT systems such as learning management systems (LMS), student information systems, and email platforms.
• Knowledge of cybersecurity best practices and end-user awareness training.

About Iona University/EEO language

 Founded in 1940, Iona University is a master's-granting private, Catholic, coeducational institution of learning in the tradition of the Edmund Rice Christian Brothers. Iona's 45-acre New Rochelle campus and 28-acre Bronxville campus are just 20 miles north of Midtown Manhattan. With a total enrollment of nearly 4,000 students and an alumni base of more than 50,000 around the world, Iona is a diverse community of learners and scholars dedicated to academic excellence and the values of justice, peace and service. Iona is highly accredited, offering undergraduate degrees in liberal arts, science, nursing, and business administration, as well as Master of Arts, Master of Science, and Master of Business Administration degrees and numerous advanced certificate programs. Iona students enjoy small class sizes, engaged professors and a wide array of academic programs across the School of Arts & Science; LaPenta School of Business; NewYork-Presbyterian Iona School of Health Sciences; and Hynes Institute for Entrepreneurship & Innovation. Iona is widely recognized in prestigious rankings, including The Princeton Review’s 2024 national list of “The Best 389 Colleges” and The Wall Street Journal/College Pulse’s “2024 Best Colleges in America,” which ranked Iona at #66 in the nation overall and #8 in the nation among Catholic schools. Iona's LaPenta School of Business is also accredited AACSB International, a recognition awarded to just 6 percent of business schools worldwide.

Iona offers a comprehensive benefits package to all full-time employees that includes medical, dental, and vision insurance; flexible spending accounts; retirement plans; life insurance; short and long-term disability; employee assistance program (EAP); tuition remission; and generous time off. For more information on our benefits and working at Iona visit the Human Resources section of our website.

Iona University values and celebrates diversity and is committed to providing a welcoming and inclusive environment for all of our employees and does not tolerate discrimination based on any legally protected characteristic under applicable federal, state, or local laws. As an equal opportunity employer, Iona University encourages applications from qualified candidates who reflect the wider world in which we live, and in particular from historically underrepresented groups.