Help Desk Services Manager

About Drexel

Drexel is one of Philadelphia's top 10 private employers, a comprehensive global research university and a major engine for economic development in the region. With over 24,000 students, Drexel is one of America's 15 largest private universities. Drexel has committed to being the nation’s most civically engaged university, with community partnerships integrated into every aspect of service and academics.

Job Summary

The Help Desk Services Manager oversees desktop support for faculty, staff, researchers, and students. Manages student employees to provide tier 1 services for laptop, desktop, and workstation support needs. Provides tier 2 services directly. Appropriately refers tier 3 issues to appropriate team members as needed. Provides timely and effective technical assistance for all Engineering computer systems, working directly with end users to resolve issues.

Essential Functions

• Manages and coordinates setup of AV equipment in conference rooms for meetings, provides AV support as needed.
• Provides advanced Windows, MacOS, and Linux integration and troubleshooting.
• Manages warranty services and vendor service calls as needed.
• Oversees tier 1 support, and performs level 2 support via phone, walk-in, and ticketing system, and appropriately refers issues to tier 3.
• Oversees student workers to scale our team’s support bandwidth and capabilities.
• Manages spare parts inventory and item check-in/check-out via asset tracking systems.
• Perform additional duties as assigned by the Director of IT.

Required Qualifications

• Three years of experience in the IT field
• Acts collaboratively to provide timely and prompt turn around for users
• Uses excellent judgment when problem solving
• High degree of professionalism, initiative, integrity, urgency, and motivation
• Seeks out new responsibilities, generates new ideas, and practices self-development
• Clearly and effectively expresses ideas and thoughts (verbally and in writing)
• Must be an active listener

Preferred Qualifications

• Bachelor’s Degree
• IT Certifications

Physical Demands

• Typically sitting at a desk/table
• Typically standing, walking

Location

University City

Additional Information

This position is classified as Exempt with a salary grade of J. For more information regarding Drexel’s Professional Staff salary structure, https://drexel.edu/hr/career/ducomp/salstructure/

Special Instructions to the Applicant

Please make sure you upload your CV/resume and cover letter when submitting your application.

Review of applicants will begin once a suitable candidate pool is identified.

Advertised:Aug 17 2021 Eastern Daylight Time
Applications close:Oct 20 2021 Eastern Daylight Time