Helpdesk Manager

Posting Details Posting Summary Logo | Posting Number | STA00796PO26 Job Family | Information Technology Job Function | Help Desk USC Market Title | IT Help Desk Supervisor Link to USC Market Title | Job Level | M1 - Managerial Business Title (Internal Title) | Helpdesk Manager Campus | Beaufort Work County | Beaufort College/Division | USC Beaufort College/Division Level Department | BFT Information Technology State Pay Range | T05 USC Market Range | MRH - $64,827 $81,034 $97,241 Anticipated Hiring Range | Commensurate with experience and education Location of Vacancy | USC Beaufort supported area Part/Full Time | Full Time Hours per Week | 37.5 Work Schedule | Standard working schedule: Monday – Friday 8:30am – 5:00pmMust be willing to work a flexible schedule to meet the needs of the department. Can include nights and weekends. Basis | 12 months Job Search Category | Information Technology About USC About University of South Carolina | From the Upstate to the Lowcountry, the University of South Carolina system is transforming the lives of South Carolinians through the impact of our eight institutions and 20 locations throughout the state. More than 50,000 students are enrolled at one of eight institutions, including the research campus in Columbia and comprehensive four-year universities in Aiken, Upstate and Beaufort. In addition, our Palmetto College campuses in Salkehatchie, Union, Lancaster and Sumter enable students to earn associate or bachelor’s degrees through a combination of in-person, online or blended learning. All of our system institutions place strong emphasis on service — helping to build healthier, more educated communities in South Carolina and beyond. Veterans' Preference Statement | The University of South Carolina is committed to equal opportunity and proudly values the skills and experience military veterans bring to our workforce. Across South Carolina, we are making veterans a priority for employment and recognize their vital contributions to our state and our communities. Benefits Health and Life Insurance Retirement Programs Paid Tuition Dependent Scholarships Annual Leave Sick Leave 13 Paid Holidays (including an extended December holiday) Paid Parental Leave Professional Development Opportunities Benefits for FTE Positions The University of South Carolina (USC), through the State of SC and Public Employee Benefit Authority (PEBA), offers employees a valuable benefits package, including health and life insurance, generous paid leave and retirement programs. To learn more about USC benefits, access the "Working at USC" section on the Applicant Portal at Research Grant or Time-limited positions may be eligible for all, some, or no benefits, based on the grant or project funding. Position Description Advertised Job Summary Join USC Beaufort as Our Next Help Desk Manager! Are you a tech-savvy leader with a passion for service excellence and innovation? The University of South Carolina Beaufort (USCB) is seeking a dynamic Help Desk Manager to lead our Information Technology Support Services (ITSS) team in delivering exceptional support across our three campus locations. About the Role As Help Desk Manager, you’ll be at the forefront of USCB’s mission to provide cutting‑edge technology resources that empower academic, research, and operational success. You’ll oversee a high-performing team of full‑time staff and student employees, ensuring consistent, responsive, and professional support for all end‑users. Your leadership will directly impact the university’s ability to create, process, store, secure, and exchange electronic data and information through a robust infrastructure of computers, storage, networking, and other physical devices. Key Responsibilities Lead Helpdesk Operations : Manage Tier 1 and Tier 2 support, Classroom & A/V Support, and Desktop Engineering. Ensure Service Excellence : Monitor performance through user feedback and ticket resolution metrics. Support Campus Events : Provide technical support for events, from planning to execution. Optimize Workflows : Review and assign incoming tickets, conduct weekly audits, and balance team workloads. Maintain Continuity : Provide supplemental staffing to ensure uninterrupted support services. What You Bring Strong judgment in organizing work and setting priorities. A customer‑first mindset with the ability to adapt and respond to evolving needs. Proven ethical, professional, and interpersonal skills. A solutions‑based approach to problem solving. A desire to learn and grow in the field of information technology. Why USCB? At USC Beaufort, we believe technology is a cornerstone of academic excellence. You’ll be part of a collaborative environment that values innovation, service, and continuous improvement. Your work will directly contribute to the university’s public image and reputation. Job Related Minimum Required Education and Experience Requires a bachelor’s degree in a job related field and 5 or more years of job related experience, which may be substituted by an equivalent combination of job related certification, training, education, and/or experience. Required Certification, Licensure/Other Credentials Preferred Qualifications Knowledge/Skills/Abilities Ability to exercise good judgment in organizing work and setting priorities, balancing the interests of customers and readily readjusting priorities to respond to their needs and expectations. Demonstrated strong ethical, professional and service-oriented, and interpersonal skills. Ability to provide excellent customer service in a positive and solutions-based manner. Problem solving skills. Ability to learn and grow in the area of focus. Job Duties Job Duty | Oversees the ITSS Helpdesk operations and personnel, including full-time staff and student employees. Ensures consistent and effective support coverage across all three campus locations. Monitors performance through user feedback and satisfaction metrics from resolved support tickets. Maintains a high-functioning Helpdesk team to support end-user productivity and ensure timely resolution of technical issues. Essential Function | Yes Percentage of Time | 40 Job Duty | Provides supplemental staffing support to the ITSS Helpdesk as needed to ensure operational continuity. The department encompasses Tier 1 and 2 Helpdesk Support, Classroom and A/V Support, and Desktop Engineering. Success in this role is measured by the timely resolution of Helpdesk tickets and the consistent delivery of user-level services, which are essential to the institution’s overall effectiveness Essential Function | Yes Percentage of Time | 30 Job Duty | Provides comprehensive technical support for campus events, including pre-event walkthroughs, equipment estimates, and coordination of on-site assistance. Success is measured by the smooth execution of events with minimal disruptions and user complaints. Effective event support contributes directly to the institution’s public image and external reputation. Essential Function | Yes Percentage of Time | 10 Job Duty | Reviews incoming Helpdesk tickets and assigns them to the appropriate ITSS personnel based on issue type and priority. Conducts weekly audits of ticket queues to ensure timely resolution and balanced workload distribution across the team. Essential Function | Yes Percentage of Time | 10 Job Duty | Other duties as assigned. Essential Function | Yes Percentage of Time | 10 Position Attributes Employees in Safety‑Sensitive or Security‑Sensitive positions will be subject to pre-employment and post-employment drug testing in accordance with University policy HR 1.95 Drug and Alcohol Testing. Safety Sensitive or Security Sensitive No Hazardous weather category | Non-Essential Posting Detail Information Number of Vacancies | 1 Desired Start Date | Job Open Date | 10/22/2026 Job Close Date | 11/10/2026 Open Until Filled | No Special Instructions to Applicant | Positions will remain posted on our employment website for a minimum of five (5) business days. After this period, postings may be closed at the department’s discretion. Our site is updated regularly, and the length of the recruitment and screening process may vary depending on the position and related factors. If your qualifications are selected for further consideration, you will be contacted directly by phone or email.The University of South Carolina offers a valuable benefits package including but not limited to: Health and Life Insurance Retirement Programs Paid Tuition Dependent Scholarships Annual Leave Sick Leave 13 Paid Holidays (including an extended December holiday) Paid Parental Leave Professional Development Opportunities EEO Statement The University of South Carolina does not discriminate in employment opportunities or decisions for qualified persons on the basis of age, ancestry, citizenship status, color, disability, ethnicity, familial status, gender, gender identity or expression, genetic information, military status, national origin, pregnancy, race, religion, sex, sexual orientation, veteran status, or any other protected category under applicable law. 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