Help Desk Manager

Gannon University, a Catholic university, invites applications for the position of Help Desk Manager. The Help Desk Manager oversees the day-to-day operation of the Help Desk to deliver excellent customer service to the Gannon Community through quick, consistent response to clients' questions and problems. Works with the Help Desk Technicians and ITS staff to evaluate and implement policy, document common issues, and measure effectiveness based on ITSM best practices. Provides technical guidance to the Help Desk Technicians and provide 1st- and 2nd- level technical support. The Help Desk Manager must be able to work well in a team and support a collaborative and cooperative environment. Must be able to support and promote the mission of the University and ITS .

Requirements include:

• Bachelor Degree in a computer-related field or equivalent experience;

• Experience in a higher education institution is preferred; three-to-five years of experience in PC support in a Help Desk environment;

• Two years of supervisory experience leading a technical Help Desk team;

• Working knowledge of ITSM best practices and ITIL standards;

• Proven experience collaborating with peers; proven experience leading a technology Help Desk support team;

• Proven experience supporting computer hardware and software;

• Must be able to manage projects, provide supervision and to work independently with minimal supervision;

• Communicate clearly with individual technology users on all levels – in small groups, one-on- one, and in writing;

• Have proven experience as a problem-solver.

Must be able to support and promote the University's Mission.

Gannon University seeks excellence through inclusiveness and invites women and members of underrepresented groups to apply. Review of applications will begin immediately and this position will remain open until the vacancy is filled. Gannon University is an Equal Opportunity Employer.

Employment Status: Full-Time

Position Classification: Professional Technician