Helpdesk Manager

As Help Desk Manager, you’ll be at the forefront of USCB’s mission to provide cutting-edge technology resources that empower academic, research, and operational success. You’ll oversee a high-performing team of full-time staff and student employees, ensuring consistent, responsive, and professional support for all end-users., * Lead Helpdesk Operations: Manage Tier 1 and Tier 2 support, Classroom & A/V Support, and Desktop Engineering.

• Ensure Service Excellence: Monitor performance through user feedback and ticket resolution metrics.
• Support Campus Events: Provide technical support for events, from planning to execution.
• Optimize Workflows: Review and assign incoming tickets, conduct weekly audits, and balance team workloads.
• Maintain Continuity: Provide supplemental staffing to ensure uninterrupted support services., Job Duty

Oversees the ITSS Helpdesk operations and personnel, including full-time staff and student employees. Ensures consistent and effective support coverage across all three campus locations. Monitors performance through user feedback and satisfaction metrics from resolved support tickets. Maintains a high-functioning Helpdesk team to support end-user productivity and ensure timely resolution of technical issues., Provides supplemental staffing support to the ITSS Helpdesk as needed to ensure operational continuity. The department encompasses Tier 1 and 2 Helpdesk Support, Classroom and A/V Support, and Desktop Engineering. Success in this role is measured by the timely resolution of Helpdesk tickets and the consistent delivery of user-level services, which are essential to the institution’s overall effectiveness, Provides comprehensive technical support for campus events, including pre-event walkthroughs, equipment estimates, and coordination of on-site assistance. Success is measured by the smooth execution of events with minimal disruptions and user complaints. Effective event support contributes directly to the institution’s public image and external reputation., Reviews incoming Helpdesk tickets and assigns them to the appropriate ITSS personnel based on issue type and priority. Conducts weekly audits of ticket queues to ensure timely resolution and balanced workload distribution across the team.

• Strong judgment in organizing work and setting priorities.
• A customer-first mindset with the ability to adapt and respond to evolving needs.
• Proven ethical, professional, and interpersonal skills.
• A solutions-based approach to problem solving.
• A desire to learn and grow in the field of information technology., Requires a bachelor’s degree in a job related field and 5 or more years of job related experience, which may be substituted by an equivalent combination of job related certification, training, education, and/or experience.

Required Certification, Licensure/Other Credentials

Preferred Qualifications

Knowledge/Skills/Abilities

Ability to exercise good judgment in organizing work and setting priorities, balancing the interests of customers and readily readjusting priorities to respond to their needs and expectations. Demonstrated strong ethical, professional and service-oriented, and interpersonal skills. Ability to provide excellent customer service in a positive and solutions-based manner. Problem solving skills. Ability to learn and grow in the area of focus., Employees in Safety-Sensitive or Security-Sensitive positions will be subject to pre-employment and post-employment drug testing in accordance with University policy HR 1.95 Drug and Alcohol Testing.

Must be willing to work a flexible schedule to meet the needs of the department. Can include nights and weekends.

Basis 12 months

Job Search Category Information Technology

About

About University of South Carolina

From the Upstate to the Lowcountry, the University of South Carolina system is transforming the lives of South Carolinians through the impact of our eight institutions and 20 locations throughout the state. More than 50,000 students are enrolled at one of eight institutions, including the research campus in Columbia and comprehensive four-year universities in Aiken, Upstate and Beaufort. In addition, our Palmetto College campuses in Salkehatchie, Union, Lancaster and Sumter enable students to earn associate or bachelor’s degrees through a combination of in-person, online or blended learning. All of our system institutions place strong emphasis on service - helping to build healthier, more educated communities in South Carolina and beyond.

Veterans’ Preference Statement

The University of South Carolina is committed to equal opportunity and proudly values the skills and experience military veterans bring to our workforce. Across South Carolina, we are making veterans a priority for employment and recognize their vital contributions to our state and our communities.

Benefits for FTE Positions

The University of South Carolina (USC), through the State of SC and Public Employee Benefit Authority (PEBA), offers employees a valuable benefits package, including health and life insurance, generous paid leave and retirement programs. To learn more about benefits, access the “Working at USC” section on the Applicant Portal at Research Grant or Time-limited positions may be eligible for all, some, or no benefits, based on the grant or project funding., The University of South Carolina offers a valuable benefits package including but not limited to:

• Health and Life Insurance
• Retirement Programs
• Paid Tuition
• Dependent Scholarships
• Annual Leave
• Sick Leave
• 13 Paid Holidays (including an extended December holiday)
• Paid Parental Leave
• Professional Development Opportunities

Why USCB?At Beaufort, we believe technology is a cornerstone of academic excellence. You’ll be part of a collaborative environment that values innovation, service, and continuous improvement. Your work will directly contribute to the university’s public image and reputation.