IT Help Desk Manager / Service Delivery Lead

Position OverviewThe IT Help Desk Manager will oversee the delivery of 24/7 supplemental technical support for students, faculty, and staff. The role will manage service desk operations, staffing coverage, ticket handling, escalation procedures, service-level performance, and coordination with the College’s internal IT team.Key ResponsibilitiesManage the delivery of technical support coverage 24 hours a day, seven days a week.Establish staffing schedules and coverage for evenings, weekends, holidays, and peak registration periods.Implement ticket intake, categorization, prioritization, tracking, and escalation procedures.Define and monitor service-level commitments, response times, resolution performance, and customer satisfaction.Coordinate escalations with the College’s internal IT personnel.Oversee support for Microsoft 365, Canvas, network access, password assistance, and common software issues.Maintain documented procedures, knowledge articles, and service desk workflows.Review ticket volumes, recurring incidents, trends, and opportunities for service improvement.Prepare monthly service reports, SLA compliance reports, and customer satisfaction summaries.Manage service desk personnel, quality assurance, onboarding, and operational training.Support transition planning and service deployment during the initial implementation period.Preferred QualificationsExperience managing IT help desk, service desk, or technical support operations.Experience delivering or coordinating 24/7 support services.Knowledge of IT service management practices, ticketing systems, escalation procedures, and SLA reporting.Familiarity with Microsoft 365, learning management systems, account administration, and remote support.Strong staff coordination, customer service, reporting, and incident management skills.ITIL certification or equivalent service management training is desirable.Key DeliverablesService desk operating procedures and escalation matrix.24/7 staffing and coverage plan.Service-level reporting and performance metrics.Monthly ticket trend and customer satisfaction reports.Continuous service improvement recommendations.

• Experience managing IT help desk, service desk, or technical support operations.
• Experience delivering or coordinating 24/7 support services.
• Knowledge of IT service management practices, ticketing systems, escalation procedures, and SLA reporting.
• Familiarity with Microsoft 365, learning management systems, account administration, and remote support.
• Strong staff coordination, customer service, reporting, and incident management skills.
• ITIL certification or equivalent service management training is desirable.