IT Help Desk Manager
Mondo
IT Help Desk Manager
The IT Help Desk Manager is a hands-on leadership role responsible for supervising the client's IT Support Services team while serving as a key technical escalation point and liaison between end users and subject matter experts.
• Troubleshoot, diagnose, document, and resolve IT service requests and incidents via phone, email, and face-to-face support, modeling exemplary customer service
• Supervise and manage the daily activities and performance of a team of IT support analysts, including scheduling, mentoring, and professional development
• Analyze ticketing data to identify trends, drive long-term problem resolution, and improve organizational efficiency
• Develop and maintain Help Desk procedures, knowledge base articles, and documentation aligned with ITIL and industry best practices
• Serve as a Tier 2/3 escalation point for complex incidents across hardware, software, networking, and enterprise systems
• Coordinate with hardware, software, and multimedia vendors to deliver effective solutions and problem resolutions
• Oversee onboarding, scheduling, and coverage for student workers and junior technicians, ensuring consistent service quality
• Provide onsite and remote support for desktops, laptops, mobile devices, printers, and peripheral hardware and software
• 3-5 years of IT support experience, with 1-2 years in a lead or supervisory capacity including mentoring or managing staff
• Proficiency with Google Workspace administration and support
• Proficiency with Microsoft Intune for device management
• Experience managing new user setup and onboarding processes
• Demonstrated ability to manage a high-volume ticket environment (200-400 tickets per month)
• Bachelor's degree in a related field
• Experience working in a higher education environment
• Strong collaboration and problem-solving skills in an internal business-facing support setting
• Familiarity with ITIL frameworks and help desk best practices
• Experience overseeing computer inventory, loaner programs, and AV or multimedia technologies
- ...IT Help Desk Manager The IT Help Desk Manager reports directly to the Assistant Vice President of IT and is in a hands-on position responsible for supervising and coordinating the operation and maintenance of the University's IT Support Services (ITSS). The position...SuggestedImmediate startRemote work
Arcadia University
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Hatboro, PA2 days ago - National Fitness Partners is hiring a Club Manager to lead club operations and ensure all goals are met. This role requires a driven and accountable individual who can provide outstanding customer experiences and foster a positive team environment. Key responsibilities...Suggested
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Ambler, PA2 days ago $16.93 - $21.63 per hour
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This position is eligible for Mid Atlantic Retina's $1,000 Hiring Incentive! The hired candidate will receive $500 after successful completion of 90 days of employment and $500 after successful completion of 1 year of employment! Available to new hires only- not available...Full timeTemporary workMid Atlantic Retina
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Philadelphia, PA5 days ago $27.35 - $34.19 per hour
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Wyncote, PA2 days ago $27 - $29 per hour
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