Help Desk Manager

Job description

Posting Details



The Athens State University Help Desk provides technical support to students, faculty, and staff in their use of information and communication technologies both on and off campus. The primary function of the Help Desk Manager is to develop, manage, and enhance the processes, functions, and efficiency of the Help Desk so it can support the delivery of quality technical support services to all university stakeholders.

•Manage and maintain the Athens State University Help Desk
oDevelop and modify procedures to enhance the efficiency of the Help Desk
oRecruit and retain Tier 1 Help Desk support personnel
oSupervise Tier 1 Help Desk support personnel in day-to-day operations
oManage after hours and weekend services as needed
oStay current with systems and technologies used on campus from various departments to proactively address end-user needs
oDevelop and modify tactics to improve the accessibility of the Help Desk around campus
oEstablish expectations for communications and understanding between Tier 1 and Tier 2 support personnel
oManage technology equipment inventory assigned to Help Desk
oDevelop and implement a consistent method of writing, categorizing, and escalating work orders based on Tier 2 support requirements
•Proactively address common end-user problems and create methods to address those issues
oContinually identify top issues, topics, and trends reported to the Help Desk
oWork closely with Information Technology Services and Academic Technology Services staff members to understand user needs and technical service requirements of the campus
oDevelop and modify support resources to empower end-users to resolve their own problems
oIdentify external trends that could impact end-users and work on strategies to resolve these issues
oDevelop student, faculty, and staff onboarding orientations on accessing campus systems and using Help Desk services
•Develop and manage Help Desk web page
•Create and nurture a cooperative and collaborative atmosphere that emphasizes customer service and support
oEstablish consistent expectations with all customers following established service protocols and timelines for efficient and effective service delivery
oDevelop and nurture relationships with campus entities and units to better determine their support needs
oRemain current with trends, software, and best practices in help desk and customer support (ex: readings, webinars, conferences, etc.)
oPractice quality customer service in all interactions with the University community
oWorks toward continuous improvement of the department through efficiency and end-user empowerment in support of the University mission
oDemonstrates flexibility and adaptability to changing work scope and task based on needs
oProactively engages in problem solving related to tasks in this position with internal and external people
oIdentifies opportunities for improvements to work practices and offers viable solutions for implementation
oRoutinely practices self-monitoring by assessing self to make improvements or take corrective action
oActively works towards building cooperative and collaborative relationships with peers and internal customers
oOther duties as assigned or required to meet the mission of the Help Desk


•Bachelor’s degree from a regionally accredited institution
•2-3 years’ experience supporting computing technology
•Strong computer skills (diagnosis, repair, troubleshooting, etc.)
•Strong interpersonal communication skills (written and verbal)
•Able to organize, multi-task, and stay customer centered during high volume service periods
•Patience to work with customers with diverse interests and competence in the use of technology

•At least one year of customer service experience
•Computer related certifications or degrees that show continuing education
•Strong presentation and public speaking skills
•Ability to design and develop technical instructions

University Information

Located in historic Athens, Alabama, Athens State University offers junior and senior-level coursework to community college graduates and transfer students holding sufficient credits from other institutions. Presently, over 3,100 students have selected Athens State because of its neighborly environment where 50 majors and degree programs are offered, with courses taught by a supportive and exceptional faculty. Approximately 80% of the students are enrolled in at least one online course. The typical student is a working adult who commutes. Recently, the University was featured in the 2015 Best Value Online College Rankings by for four online programs including computer science, accounting, education and human resources. The University offers undergraduate degree programs in Liberal Arts, Teacher Preparation, and Business. The University employs more than 350 full and part-time employees with approximately 90 full-time faculty members in three colleges: College of Arts and Sciences, College of Business, and College of Education. Seventy-five percent of the full-time faculty members hold a terminal degree. The University is accredited by the Southern Association of Colleges and Schools Commission on Colleges.
Athens, Alabama is located in north Alabama equidistant between Nashville, TN and Birmingham, AL. Athens is home to several events and festivals that have been featured as the Southeast Tourism Society’s “Top 20 Events in the Southeast” including the Athens Storytelling Festival and the Tennessee Valley Old Time Fiddlers Convention.

EEO Statement

Non-Discrimination Policy Statement Athens State University, as an equal opportunity/affirmative action institution, complies with all applicable federal and state laws regarding nondiscrimination and affirmative action. Athens State University does not discriminate on the basis of race, color, national origin, age, marital status, gender, gender identity, gender expression, pregnancy, sexual orientation, disability, religion, genetic information, or veteran status in employment, or admissions to or participation in educational programs and activities. Inquiries or concerns may be addressed to the Office of the Vice President of Enrollment and Student Support Services, 300 N. Beaty St., Athens, AL 35611, 256- 233-8175.

Background Check Statement

In accordance with Athens State University Policy and guidelines, the applicant chosen for employment will be required to sign a consent form for a criminal background check. Employment will be contingent upon the receipt of a clearance notification from that criminal background check.

Close Date Open Until Filled Yes Special Instructions to Applicants

Unofficial transcripts should be from the college or university which verifies minimum qualifications for the position. Upon an offer of employment, official transcripts from all colleges and universities attended must be submitted. Continued employment is contingent upon receipt of transcripts from all colleges and universities attended.

Please provide contact information for three professional references on your application.

Additional Information

Athens State University participates in the E-verify System to verify employment eligibility for all newly-hired employees.

Starting date: As soon as possible

Review of applications will begin May 29, 2019 and continue until filled.

For assistance, contact the Human Resources Office at 256-216-3333 or email us at [email protected]

Posting Supplemental Questions

Required fields are indicated with an asterisk (*).

  1. * Do you have a Bachelor's or higher degree from a regionally accredited institution?
    • Yes
    • No
  2. * How did you hear about this employment opportunity?
    • Chronicle of Higher Education web or print ad
    • Higher Ed
    • Special Publication or Professional Journal
    • Athens State University website (
    • Personal or Employee Referral
    • Local newspaper ad
    • Other
    • Inside Higher Ed

Applicant Documents Required Documents

  1. Resume
  2. Cover Letter/Letter of Application
  3. Unofficial Transcripts

Optional Documents

  1. Other Document




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Job No:
Posted: 5/9/2019
Application Due: 7/4/2019
Work Type: