Helpdesk Manager

Position Summary The position is responsible for the management of the CS helpdesk, overseeing all aspects of the initial requests for technical support from campus constituents. This role requires sound problem solving skills and excellent communication and interpersonal skills. It 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 customers and Computing Services staff are essential. 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, ticket system, and face‑to‑face. Resolving technical support requests directly when possible, with the goal of first‑contact resolution. Ensuring tickets are created and appropriately prioritized and categorized in the Computing Services Helpdesk ticketing system. Account management responsibilities, which include: Communication with customers regarding account ID management. Determining and granting the proper security access to the ERP system in coordination with the appropriate Data Steward. Monitoring customer feedback surveys and responses for feedback. Creating and updating existing "how‑to" documentation and providing training on systems and applications. Engaging in independent research and ongoing maintenance of technical knowledge. Supporting the Library staff and work studies as they provide loaner laptops, Chromebooks, and hotspot checkout. Assisting with moves, adds, changes, voicemail PIN resets, and voicemail‑to‑email setups on the campus VoIP system. Promoting the services of the CS Help Desk through flyers, notices, signage, and emails. Providing secondary support for ResNet, Level 1 and 2 technicians, interns, and for faculty and staff refresh. Having a working knowledge of and providing backup role for SCCM, PatchMyPc, and Jamf in support of campus PCs and Mac computers. Other duties and functions as necessary in the overall management and oversight of the Helpdesk. Qualifications Bachelor\'s Degree required. Minimum of 1 year professional work experience in an IT support‑related field. Demonstrated customer service skills. Demonstrated written and oral communication skills. Experience supervising and leading a team. IT experience with common technologies such as Microsoft Windows, Microsoft Office, Google applications, etc. Apple Macintosh knowledge a plus. Experience creating and administering surveys a plus. To be considered for this role, candidates must be legally authorized to work in the United States. Adams State University is unable to provide sponsorship for employment visas (such as H‑1B, TN) for this opening. Location: On‑site in Alamosa, CO Salary range: $52,200–$62,600. Benefits include medical, dental, vision, disability insurance, flexible spending accounts, life insurance, and retirement savings plans. Applicants may not use other application formats. Candidates should submit application materials electronically through the university’s Workday application portal. Applications are directed to Brittany Raines at View email address on click.appcast.io. All hiring decisions will be made in compliance with applicable federal, state, and local laws, including background screening requirements. Adams State University is an Equal Opportunity/Affirmative Action employer. #J-18808-Ljbffr