IT Service Desk Manager

The IT Service Desk Manager reports directly to the Director of IT Client Services and is in a hands-on position responsible for supervising and coordinating the operation and maintenance of the College's IT Service Desk. The position provides advanced technical expertise in supporting technology services across a variety of support domains including desktop/academic applications, classroom technologies, AV and multimedia technologies, and institutional IT client systems. The Service Desk Manager combines soft skills, management, and technical troubleshooting to serve as a role model by mentoring junior staff and student IT Technicians. This position serves as a key escalation point for complex incidents, problems, and service requests for the IT Service Desk and a key liaison between clients and departmental subject matter experts., Regularly exercise discretion and judgment to ensure that best IT practices are followed, and that continuous business operations which rely on technology are possible as indicated by the following examples:

• Serves as a role model of exemplary customer service to faculty, staff, students, and guests of the College by professionally and accurately using independent judgment to troubleshoot, diagnose, record, classify, correct, document, communicate, and close IT Service Requests or Incidents via the phone, email, or face-to-face.
• Manage the overall operations of the IT Service Desk by facilitating work of the IT staff and student workers, providing training to students and staff workers of college technologies, and ensuring work is performed in an efficient manner that promotes accuracy and timely completion of requests.
• Deploy, configure, maintenance, diagnose, troubleshoot and provide solutions for endpoints including academic and enterprise technologies.
• Serve as an escalation point for complex technical issues (problems), providing Tier 2/3 support across hardware, software, networking, and enterprise systems.
• Organize, maintain, and inventory all institutional device assets, peripheral, and multimedia equipment and assist with installation, reallocation, and disposal.
• Provide onsite and remote support for desktops, laptops, printers, mobile devices, scanners, copiers, fax machines, hardware repairs, software installations, or other fixes as determined.
• Works with hardware, software, and multimedia vendors to provide effective solutions and problem resolutions.
• Develop and maintain service desk procedures, knowledge base articles, and documentation aligned with best practices including ITIL and Operational Excellence principles.
• Mentor and guide ITS Service Desk staff and student workers, fostering a culture of continuous learning and professional growth.
• Responsible for recruiting, onboarding, and scheduling of student workers, ensuring consistent coverage and service quality.

Secondary Responsibilities

• Serves as a responsible and professional staff member by participating in ITS staff meetings and other functions (training of users, project meetings, and institutional activities); ensuring documentation is created in-line with current standards and is properly maintained according to established procedures and other documentation of main and remote locations.
• Provide supervisors with regular and detailed reports of progress on assigned tasks or projects upon request.
• Ability to work well under pressure, take initiative, prioritize and follow through on multiple tasks while maintaining a high degree of accuracy, speed and composure.
• Assist with the design, evaluation, installation, and support for institutional AV/multimedia solutions.
• Collaborate with Director(s) for assigning student workers for ITS tasks and providing training to student workers of college technologies including policy and procedures.
• Collaborate with stakeholders to identify and implement service improvements, automation opportunities, and user experience enhancements.
• Assist with ensuring the Confidentiality, Integrity, and Availability of "personal information" by protecting against any potential threats or hazards to the security or integrity of such information including unauthorized access to, or use of, such information in a manner that creates a substantial security risk of misuse, theft, or fraud.

• Associate or Bachelor of Arts or Sciences degree in an IT related field, or 7+ years of IT Service Desk experience.
• Strong experience in using, configuring, and troubleshooting desktop productivity applications such as Microsoft 365, Microsoft Intune, JAMF, Adobe Creative Suite, and other business-critical software on Windows and macOS platforms, within an Active Directory environment. Industry certifications like CompTIA A+ or Network+ and/or ITIL are strongly preferred.
• Ability to work in a fast-paced, customer-facing environment while effectively prioritizing multiple tasks and projects to ensure consistent service levels, timely resolution, and a positive end-user experience.
• Experience with supporting Identity & Access via Active Directory/Entra, user security at the client level, and installing third party software products.
• Excellent communication, organizational, and problem-solving skills.
• Bending, kneeling, carrying, lifting (50 pounds), pushing, pulling, reaching, sitting, standing, and walking required for this position.
• Occasional travel, extended, on-call, or weekend hours may be required for critical support needs.

The duties and responsibilities listed in this job description are illustrative ones anticipated for this position. Other duties and responsibilities may be assigned as required. Washington & Jefferson College reserves the right to amend or change this job description to meet the needs of its programs. This job description and any attachments do not constitute or represent a contract., Washington & Jefferson College offers a comprehensive benefit package for benefit eligible employees; including health, vision, and dental coverage, group life insurance, AD&D and LTD coverage, retirement plan, generous leave time, and the tuition benefit programs. These benefits add significantly to the employee's total compensation package. Getting to Know W&J Washington & Jefferson College is the best of both worlds: a small-town college setting in historic Washington, Pa., with easy access to the bustling business and cultural districts of nearby Pittsburgh, Pa. just 30 miles to the north. Founded in 1781, W&J College is a private, residential liberal arts college that is focused on student success. Our dedicated, experienced professors are passionate about teaching and work closely with our students to ensure that they receive a quality, comprehensive education. For more than 200 years, our alumni have influenced change in business, politics, medicine, and the arts and sciences as CEOs, lawyers, doctors, researchers, writers, teachers, and in many other equally worthy professions. Celebrating Community Washington & Jefferson College welcomes people of all backgrounds and beliefs who wish to participate in a diverse educational community. The College strives to be a place where all students, faculty, administrators and employees are able to live, study and work in an atmosphere free from bias and harassment. The College encourages civil debate and lively exchange of ideas in the belief that such exchanges promote understanding that will grow beyond simple tolerance of difference to embracing and celebrating the richness of diversity. Our graduates acquire knowledge and learn skills that help them thrive in a culturally diverse world.