Service Desk Manager (24/7 Help Desk Lead)

Job Description Role summary: Owns WWC’s supplemental 24/7 help desk for students, faculty and staff, covering about 3,300 3,400 tickets a year plus unlogged password resets. Owns SLAs, escalation to WWC IT and service reporting. The focus is access and authentication: functional Colleague and Canvas questions escalate to WWC IT, and student personal devices are out of scope (Addendum 2). Reports to: Fractional CIO (operational oversight of the managed help desk) Works with: WWC PC technicians, Colleague application support, systems/network administrators, SOC & IR Lead Location: US-based; remote, with onsite visits for onboarding and peak registration periods as needed Allocation: 0.5 FTE leadership of a 24/7/365 service desk, “ Design and run 24/7/365 multi-channel support (phone, email, chat, web portal), including evenings, weekends, holidays and peak registration and term-start periods. “ Define and manage SLAs: response and resolution targets by priority, first-contact resolution, abandon rate and customer satisfaction targets. “ Set up ticket intake and tracking in SolarWinds Web Help Desk, or recommend an alternative ITSM/telephony platform, decided after award (Addendum 1). “ Build the knowledge base and runbooks for Tier-1 support: password resets and account unlocks, MFA and Entra ID self-service password reset, Canvas and Colleague Self-Service login and access, Microsoft 365 apps, Wi-Fi and network access, and remote support. “ Define the escalation matrix to WWC IT staff and the SOC for suspected security incidents (phishing, compromised accounts). “ Enforce identity verification procedures for password and account requests to prevent social engineering and FERPA exposure. “ Produce monthly service reports, SLA compliance reports, customer satisfaction results and ticket trend analysis with recommendations (for example, self-service and automation opportunities). “ Run continuous improvement and quarterly service reviews with the CIO.

Deliverables owned: the help desk onboarding and transition plan, service catalog and SLA definitions, the escalation matrix, knowledge base, monthly service and SLA reports, customer satisfaction reports, and ticket trend analysis. Skill set info Experience: 10+ years in IT service desk operations, including 5+ years managing 24/7 or multi-site service desks, Account Manager Name (Proposal Team) Work authorization required USC/GC/EAD/H1 also Relocation is accepted No Remote work Yes, remote is fine. Onsite visits for onboarding and peak registration periods as needed Additional Notes if any Candidate can be based anywhere in the US. Being located in or near Rock Springs, Wyoming is a preference only, not a requirement. Onsite visits will be needed for onboarding and peak registration periods.

” 10+ years in IT service desk or support operations, including 5+ years managing 24/7 service desks for multiple clients or sites; higher education service desk experience strongly preferred. “ Hands-on with ITSM platforms (SolarWinds Web Help Desk, ServiceNow, TeamDynamix or Freshservice) and contact center telephony. “ Strong knowledge of Microsoft 365 and Entra ID identity support, Canvas LMS access support and student SIS portals. “ Experience setting SLAs, building KPI dashboards and running service reviews. “ Bachelor’s degree in IT or Business, or equivalent experience.

Preferred: experience supporting students, faculty and staff in community colleges, including peak registration surges and evening online-learner support. Education Bachelor’s degree in IT or Business, or equivalent experience. Certifications (if required) Certifications (required): ITIL 4 Foundation. Preferred: ITIL 4 Managing Professional, HDI Support Center Manager, Microsoft 365 Certified (MS-102 or MD-102), CompTIA A+ or Security+.