IT Help Desk Manager
On-site · Covington, Kentucky, United States or Crestview Hills, Kentucky, United States
Job Summary
IT Operations Manager leads frontline IT services (help desk operations, campus event support, printing services, and user technology support) to deliver reliable, high-quality technology services for faculty, staff, and students while driving process improvements, operational efficiency, and an improved user experience. Responsibilities include directing daily help desk operations, supervising staff and student workers, managing device repair and asset inventory, developing and implementing support processes, coordinating user support and onboarding, creating user-facing self-service materials, delivering end-user training, supporting campus events with technology needs, overseeing printing services, and collaborating across IT and campus departments to align services with institutional goals. Required skills include strong customer service, IT service management and knowledge management, ticketing systems, effective communication, instructional design for training materials, and leadership capability to build cross-functional partnerships.
Required Qualifications
- 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
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