IT Service Desk Manager at Hillsdale College

The IT Service Desk Manager at Hillsdale College leads the Information Technology Help Desk Support team, delivering exceptional technical support to our faculty, staff, students and guests. We are seeking an IT support operations professional who can elevate our skilled help desk operation into a superior information technology service desk. This role requires someone who can seamlessly blend technical expertise with operational excellence.

The ideal candidate will have five or more years of help desk or service desk leadership experience, a demonstrated ability to orchestrate support services delivery, a commitment to ensuring excellent technical service, and the ability to inspire and lead a growing support team in a rapidly evolving environment.

While strong technical skills are essential, the successful candidate will excel at defining and executing operational processes that improve the entire service desk function.

? Lead the operations involved in delivering first-tier technical support services to faculty, staff, and students at our Hillsdale campus and to remote customers throughout the United States

? Troubleshoot and assist customers with resolving complex issues on Windows and MacOS systems, mobile devices, and network connectivity.

? Support the efficient deployment and troubleshooting of common software applications and platforms used throughout the campus, including installable and web-based SaaS applications.

? Assist with the design and management of a comprehensive IT knowledge management system to help customers, as well as technical support staff, efficiently find solutions to common technology issues

Operational Excellence

? Ability to design, implement, and continually improve IT service delivery processes that enhance user satisfaction and efficiency.

? Establish and analyze key performance indicators to drive operational improvements and confirm value delivery to service desk stakeholders.

? Prepare and deliver reports to ITS leadership that communicate the productivity, capacity, and performance of the service desk team.

? Manage the lifecycle of incidents and changes to minimize disruptions and risks associated with changes in the College’s IT environment.

? Coach team members to foster career development and enhance technical and customer service skills.

? Develop clear goals and objectives for the Service Desk support team that ensure the Service Desk is meeting the needs and expectations of customers.

? Engage in at least 30 hours of continuing education annually to stay up-to-date with the latest technology trends that can impact service desk operations.

? At least 5 years of experience in a technical support role, preferably in higher education or enterprise environments, with a proven track record of effectively leading a support team of 5 or more skilled technicians.

? A bachelor’s degree or higher is desired but not required.

? ITIl 4 Foundations, ITIL 4 Practitioner: Service Desk, CompTIA A+, CompTIA Network+, or equivalent technical certifications.

? Communication: Excellent communication skills to effectively interact with all levels of the College to understand and manage customer expectations.

? Service Management: Deep understanding of information technology service management and support delivery in a higher educational institution or large distributed enterprise environment.

? Expertise in ITIL 4 framework, focusing on service design and support delivery, will be helpful.

? Help Desk: Expertise in managing and using help desk software solutions (e.g., Service Desk, Zendesk, etc.) to track, prioritize, and assist with resolving user requests efficiently

? Operating Systems: Advanced knowledge in supporting common functions in Windows and MacOS computers in an Active Directory environment, including essential security settings, network configuration, and system troubleshooting.

? Mobile Devices: iOS and Android configuration and troubleshooting for tablets and smartphones.

? Software Applications: Proficient in using, configuring, and troubleshooting common desktop and browser-based applications, including:

? Microsoft Office Suite

? Google G Suite

? Modern web browsers (Chrome, Firefox, Edge, Safari)

? Video conferencing (e.g., Zoom, Teams)

? Backup: File backup and recovery on desktop computers using tools like Time Machine, Backblaze, or similar tools.

? Support Tools: Expertise in utilizing remote desktop and support tools (e.g., Microsoft Remote Desktop, Bomgar).

? Knowledgebase: Expertise in designing, developing, and maintaining a comprehensive knowledge base to enable self-service support for end users.

? Coaching: Developing career paths for technical support staff to enhance service delivery and professional development.

? Active Directory: Working knowledge of Active Directory user-related administration (e.g., resetting passwords, creating user accounts, assigning user roles, assisting with MFA setup/resets).

? Networking: Capability to troubleshoot wired and wireless network connectivity issues in a high-density campus environment with complex coverage scenarios. Experience with network testing tools such as Fluke is a plus.

? Accessibility: Knowledge of accessibility standards and assistive technologies that support users with disabilities.

? Privacy and Security: Basic familiarity with data privacy and security practices relevant to higher education.

? Asset Management: Experience with computer/device asset tracking, hard drive data destruction/sanitization, and maintaining proper audit logs/documentation of support activities for compliance purposes (e.g., HIPAA).

? Classroom Technology: Experience with common educational technology software like Learning Management Systems (LMS) and classroom technology is not required but is a plus.

Code of Commitment

Be a good representative of Hillsdale College to promote the liberal arts, the College’s original Articles of Association, and operating principles stated in the Staff Code of Commitment. The Mission Statement should be considered in all aspects of the position. The teaching of Christian faith shall remain a conspicuous aim of the College.