Helpdesk Manager (onsite)

Technology issues happen. Great service makes all the difference. The Kansas State University Foundation is seeking a Helpdesk Manager who is passionate about helping people, solving problems, and delivering an exceptional customer experience. As the primary point of contact for Helpdesk services, this role serves a diverse group of stakeholders, including colleagues, donors, clients, campus partners, and guests. Success in this position requires more than technical expertise. It requires a friendly, service-oriented professional who enjoys building relationships, communicating with non-technical users, and ensuring every interaction reflects a commitment to outstanding support.

As Helpdesk Manager, you will coordinate and deliver responsive Helpdesk services that keep employees connected, productive, and supported. From troubleshooting technology issues and managing endpoint devices to onboarding new hires and maintaining technology resources, you will play a critical role in creating a seamless user experience. The ideal candidate is approachable, solutions-focused, and motivated by helping others while ensuring reliable, secure, and efficient technology operations.

What You'll Do:

• Serve as the primary Helpdesk contact for hardware, software, connectivity, and technology-related support requests, providing exceptional customer service and timely resolutions.
• Triage and coordinate Helpdesk tickets, assign work to the appropriate resource, monitor service level agreements, and maintain accurate support documentation.
• Manage technology assets, software deployments, security updates, and hardware inventory through endpoint management tools.
• Partner with stakeholders across the organization to onboard new employees, create system accounts, configure technology resources, and ensure a successful first-day experience.
• Support a secure and reliable technology environment by maintaining endpoint security tools, monitoring system performance, and ensuring compliance with organizational and university policies., * 3+ years of Helpdesk experience supporting Windows and/or macOS environments.

• Associate's degree in Computer Science, Information Technology, or a related field., * Experience administering Microsoft Office 365 environments and supporting end users.
• Experience using endpoint management tools to deploy software and security updates.
• Strong customer service, communication, and relationship-building skills with the ability to translate technical concepts for non-technical audiences.

Bonus Expertise That Sets You Apart:

• Bachelor's degree in Computer Science, Information Technology, or a related field.
• Passion for delivering outstanding customer service and creating a positive Helpdesk experience for every stakeholder.
• Experience supporting web services, VPN connectivity, cloud computing environments, and mobile devices.
• Knowledge of multi-room audiovisual and conference room technologies, including projection, room controls, audio systems, and scheduling platforms.
• Proven ability to collaborate with diverse stakeholders, prioritize competing needs, and provide solutions with a service-first mindset.
• Industry certifications such as ITIL, Microsoft, Cisco, Security+, or related credentials.

If you enjoy building relationships, solving technical challenges, and delivering exceptional Helpdesk support, this is an opportunity to make a meaningful impact. As Helpdesk Manager, you will help create a technology experience that enables colleagues and stakeholders to do their best work while receiving the responsive, professional Helpdesk service they expect.

• Competitive health, dental, life insurance, plus voluntary benefits including company paid HSA contributions
• 403(b) retirement plan with 10% company contribution
• Paid leave for holidays, vacation, wellness, personal, parental, and volunteer
• Tuition and certification assistance and a $300 annual reimbursement wellness program
• A work environment that embraces flexibility inside of a framework
• Mission-driven work that changes the lives of people around the world
• View more benefits on our website or click here!