Help Desk Manager - Campus IT & Community Liaison
Help Desk Manager - Campus IT & Community Liaison
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Job Description
Job Summary:
This role leads Shaw Universitys IT help desk operations and serves as the primary liaison between the Office of
Information Technology and the campus community. The manager ensures operational excellence through ITIL-aligned practices supervises support staff maintains the help desk system and fosters clear proactive
communication with students faculty and staff.
Essential Job Functions:
Lead and supervise support personnel ensuring timely and accurate responses
Supervise IT support staff including the Campus Technology & AI Support Specialist
Monitor and enforce SLA compliance for ticket response and resolution
Manage daily operations and provide ongoing coaching and professional development
Administer and optimize ServiceDesk Plus (or equivalent system)
Implement ITIL-aligned processes for incident problem change and service catalog workflows
Coordinate across IT units to ensure alignment of incident handling knowledge sharing and resolution
Deliver campus-facing IT updates via email signage newsletters and in-person sessions
Represent the help desk in campus meetings trainings and outreach events
Track KPIs including CSAT SLA compliance and knowledge base growth
Other duties as assigned
Supervisory Responsibilities
Direct supervision of the Campus Technology & AI Support Specialist
Minimum Job Qualifications
Education and/or Experience
5 years in IT support with 3 years in a leadership role
Familiarity with ServiceDesk Plus or similar platform administration
Strong ITIL process knowledge and experience in operationalizing them
Excellent communication and engagement skills
Certificates Licenses or Registrations
CompTIA A preferred
ITIL 4 Foundation preferred
Higher education IT experience
Familiarity with SIS LMS or other student-facing platforms
Five Specific Competencies
Achieving Results
Sets challenging goals tracks progress towards them solvesperformance problems and demonstrates urgency and drive towardsachieving them.
Collaboration
Builds constructive working relationships with clients/customers otherwork units community organizations and others to meet mutual goalsand objectives. Behaves professionally and supportively when workingwith individuals from a variety of ethnic social and educationalbackgrounds.
Communication
Clearly and respectfully conveys and receives information and ideasthrough a variety of media to individuals or groups in a manner thatengages the listener helps them understand and retain the messageand invites response and feedback. Keeps others informed asappropriate. Demonstrates good written oral and listening skills.
Customer Service
Makes customers/clients and their needs a primary focus of onesactions; shows interest in and understanding of the needs andexpectations of internal and external customers (including direct reports);gains customer trust and respect; meets or exceeds customerexpectations.
Strategic Focus
Understands how an organization must change in light of internal andexternal trends and influences; keeps the big long-range picture in mind;builds a shared long-range organizational vision with others. Committedto course of action to achieve long-range goals and influences others totranslate vision into action.
Other Competencies (skills abilities behavior)
Must have a philosophy that is consistent with the Mission Vision and Core Values of the organization. Visioncommitment and experience in achieving goals and pursuing excellence is critical; ability to work bothindependently and collaboratively in a dynamic and demanding environment. Must have strong verbal and writtencommunication and organizational skills; proven ability to manage multiple complex assignments with sensitivityto deadlines priorities and changing circumstances; demonstrated professional work ethic and positive problem solvingattitude. Must be able to read write and speak fluently in English.
Physical Demands
Ability to sit or stand for up to 8 hours/day. Some lifting (up to 25 pounds occasionally) bending andcarrying.
The employee is regularly required to talk and hear and to use hands and fingers to handle or feel.
Required Experience:
Manager
Employment Type
Full-Time
