IT Help Desk Manager

Job Description

Job Description

Core Values

As stewards of Thomas More University, it is expected that your work and contributions to our community will reflect the mission, values, and integrity of the University. We are committed to being a student-ready University and aspire to facilitate an interconnected community of excellence. In doing so, we will foster a sense of responsibility to others, act with respect, tolerance and compassion towards others, and care for God’s creation. Through this engagement, Thomas More University is a thriving and dynamic institution that espouses the values of a Catholic Liberal Arts education committed to the students that we serve today, those that we will serve tomorrow, and the communities our graduates will serve.

Basic Purpose

The IT Operations Manager is responsible for leading frontline IT services, including help desk operations, campus event support, printing services, and user technology support. This role ensures reliable, high-quality technology services for faculty, staff, and students while driving continuous improvement in service delivery, operational efficiency, and user experience. The position plays a key role in advancing institutional effectiveness through process improvement, user education, and service excellence at Thomas More University.

This position supports Thomas More University and Covington Latin School.

Core Values and Competencies

• Leadership and team development
• Customer focus and service orientation
• Analytical thinking and problem-solving
• Process improvement and operational efficiency
• Communication and instructional effectiveness
• Ability to lead change and build cross‑functional partnerships
• Technological fluency and systems thinking

Key Responsibilities

• IT Support Operations & Leadership
  • Direct daily operations of the IT help desk, ensuring timely and effective resolution of service requests
  • Manage all computer and device repair activities to ensure equipment is operating effectively
  • Maintain accurate inventory of technology assets, including selection, purchase, deployment, and disposal
  • Lead the development, implementation, and continuous improvement of technical support processes and procedures to ensure consistent, high-quality service delivery
  • Supervise, train, and evaluate help desk staff and student workers
• User Support, Training, and Documentation
  • Coordinate user support services for desktops, laptops, peripherals, and other campus technologies
  • Support instructional technology and equipment, including classroom systems and faculty technology needs with the exception of specialized equipment or software
  • Assist with maintaining security and access management by complying with University policy and best practices, manage requests for technological access, distribute user credentials, and troubleshoot issues as needed
  • Create and publish user-facing materials to support self-service and effective technology use
  • Support student and employee onboarding and continuous learning related to institutional technologies
  • Develop and maintain knowledge base content, support documentation, and help desk scripts
  • Coordinate and deliver end-user training in partnership with campus stakeholders
• Event & Campus Technology Support
  • Coordinate and support technology needs for campus events, including setup, troubleshooting, and on-site or on-call assistance
  • Collaborate with event organizers and campus partners to ensure successful execution of technology-supported events
  • Manage scheduling and prioritization of event-related IT support resources
• Printing Services Management
  • Oversee campus printing services, including printer fleet coordination, vendor relationships, maintenance, and user support
  • Ensure reliable and secure printing solutions aligned with institutional needs
• Process Improvement & Service Excellence
  • Identify and implement opportunities to streamline operations and enhance the user experience
  • Apply IT service management best practices
  • Contribute to institutional initiatives related to service quality, effectiveness, and digital transformation
  • Serve as a liaison between IT and campus departments to ensure alignment of services and expectations
  • Collaborate with IT teams on system implementations, upgrades, and support transitions
  • Serve on Event Logistics Team and Space Utilization Committee
  • Other duties as assigned
• This position operates in a collaborative campus environment and may require occasional evening or weekend work to support critical system needs or campus initiatives

Education, Specialized and/or Technical Knowledge Requirements

• Bachelor’s degree in Information Technology, Information Systems, or related field
• 3–5 years of experience in IT support services or help desk operations
• Demonstrated experience supervising staff or leading teams
• Strong understanding of customer service in a technology environment
• Experience with ticketing systems and knowledge management tools
• Excellent communication and interpersonal skills
• Experience developing user training materials or programs

Physical Job Requirements

Tools and Equipment Used

• Personal computer, copier, phone and other typical office equipment

Travel

• Minimal – less than 5% of the time

Physical & Mental Demands

• Frequently required to sit at/in a desk/vehicle for long period of time
• Ability to work at a computer terminal for extended periods of time
• Digital dexterity and hand/eye coordination in operation of all assigned equipment
• Ability to speak to and hear employees/students via phone or in person
• Body motor skills sufficient to enable incumbent to move around all areas of the campus
• Ability to analyze data and other reports and make recommendations
• Mental requirements include: compare, decide, direct, problem solve, analyze, instruct, interpret