Helpdesk Manager

Position Summary

This position is responsible for the management of the CS helpdesk including oversight of all aspects of the initial requests for technical support from campus constituents. This position requires sound problem solving skills and excellent communication and interpersonal skills. This position develops and implements technical support processes and procedures, evaluates and recommends tools, and creates and publishes support materials and documentation. Technical troubleshooting, documentation, and collaboration with both the customer and the Computing Services staff are essential to this position.

Specific Job Duties (Essential Functions and Responsibilities)

• Supervision and oversight of the helpdesk function for the Computing Services Department which includes:
  • Hiring, scheduling, training, and supervising the Help Desk student workers.
  • Coordinating all requests for technical support via email, phone call, tic...