PNW IT Help Desk Manager

REVISED Posting - Experience update (9/28/2023)

Overview of IT Help Desk Manager

Purdue Northwest's Information Services Customer Service Center is seeking an IT Manager to join their team. The IT Manager is a hands-on technical leader who manages the team responsible for providing high-quality, timely, and accurate IT helpdesk services to Purdue University Northwest faculty, staff, students, alumni, and retirees. This position recruits, hires, and trains a team of full-time and student hourly staff, providing phone, walk-in, email, chat, and virtual support at both the Hammond and Westville campuses. The IT Manager monitors ticket volume and develops and tracks KPIs, then compiles this information for training and sharing purposes. Leveraging ITIL best practices, this position is also responsible for improving processes and procedures for supporting other IT teams across the organization.

In addition to leading the helpdesk team, this position acts as a key member of the IT incident response team, and is expected to maintain training on IR best practices, and be prepared to act as the helpdesk representative on response and recovery teams.

The CSC is also the "public face" of the university's IT department, alerting the university community to changes and outages, providing technical tips and trainings, and acting as a liaison between the customer and the engineering/technical teams. The manager must foster positive relationships between IT and the end-user, driving customer satisfaction. This position is responsible for developing awareness of IT best practices and providing exciting ways for end-users to learn about and interact with technologies.

PNW Title: Customer Service Center Manager

Duties and Responsibilities of IT Help Desk Manager

• Supervise the activities of the Customer Service Center across all Purdue University Northwest locations; set work priorities, perform evaluations, and provide training, guidance and work counseling as needed. In conjunction with the Executive Director, IS Client Services, manage the planning and coordination of computer lab / desktop hardware and software support
• Ensure that CSC support processes are properly integrated into the overall IS end-user support structure
• Hire and train student CSC staff engaged in supporting campus technology users, maintaining a high standard of written history in the ticket system
• Supervise the support staff by establishing schedules, setting priorities, providing support and direction
• Work within the campus community to promote exceptional customer service, effective response times, and expert insights into general support issues
• Coordinate with IS Directors and support staff, acting as a central problem-solving contact for Information Services
• Use the technological resources of the university to organize, document, and disseminate plans, policy statements, announcements, and other communications
• Work with IS staff to formulate communications for IS initiatives across all campus locations
• Maintain communications with customers, vendors, support staff, and executive management
• Inform the university community of IS plans, policies, and resources. Coordinate all IS communications, including planned and unplanned outages and IS procedures
• Create and conduct end-user assessments, coordinating the feedback
• Create excitement over IT best practices and training - setting up pop-up CSC locations with games, giveaways, etc.

Benefits of IT Help Desk Manager

• Full benefits – Medical, Dental, Vision, Short Term Disability, Retirement, Life Insurance and more
• Accrue 15 days’ vacation your first year, then 22 days’ vacation your 2nd year plus rollover
• University contribution of 10% to retirement (3 year waiting period)
• University contributions to Health Savings Account –
  • Plus a chance to earn more through participating in University Wellness Initiatives
• 10 paid holidays
• Employee Wellness Programs
• Paid Parental Leave after one year of service
• Tuition remission for you, your spouse and dependent children at any Purdue campus

For more information on our excellent benefit package, please visit: https://www.pnw.edu/human-resources/benefits/

Purdue University Northwest (PNW) is a premier metropolitan university dedicated to empowering transformational change in our students and in our community. We offer two campuses serving approximately 8,800 undergraduate and graduate students. At PNW, we value academic excellence, support growth, and celebrate diversity.

PNW sits between Chicago’s skyscrapers and Lake Michigan’s sandy shores. You can have all the perks of a world-class city just a short drive away or enjoy the natural beauty of the Indiana Dunes National Park and Lake Michigan just 15 miles away.

Education of IT Help Desk Manager

• Bachelor’s degree in computer technology, business, communications, or customer service
• A combination of education and experience may be considered in lieu of a degree

Experience of IT Help Desk Manager

• Two years of customer service experience
• Experience working with computer hardware & software in an end-user support environment
• Experience leading technical support teams
• Experience with mass communication and social media management

Core Competencies of IT Help Desk Manager

• Strong written, verbal, and organizational skills
• Excellent analytical, problem-solving, leadership, planning, and interpersonal skills
• Solid working knowledge of current versions of MS Windows OS and major productivity applications (e.g. Office)
• Experience in leading and developing training sessions, managing social media presence
• ITIL v4 certification is a plus
• Must have a valid driver's license
• Must be able to use personal vehicle to drive on behalf of the University
• Must meet the Minimum Driver Qualifications as defined by the Use of Vehicles for University Business Policy

Additional Information

Professional references will be verified prior to any offer of employment. Employment is contingent upon completion of successful background check along with a motor vehicle records check if applicable.

Purdue University Northwest is an EEO/AA employer fully committed to achieving a diverse workforce. All individuals, including minorities, women, individuals with disabilities, and protected veterans are encouraged to apply.

FLSA Status
Exempt