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Job Description: The IT Help Desk Manager reports directly to the Assistant Vice President of IT and is in a hands-on position responsible for supervising and coordinating the operation and maintenance of the University's IT Support Services (ITSS). The position provides advanced technical expertise in supporting technology services across a variety of support domains including desktop/academic applications, classroom technologies, AV and multimedia technologies, and institutional IT client systems. The IT Help Desk Manager combines soft skills, management, and technical troubleshooting to serve as a role model by mentoring junior staff and student IT Technicians. This position serves as a key escalation point for complex incidents, problems, and service requests for the IT Help Desk and a key liaison between clients and departmental subject matter experts.

Location: Glenside

Essential Functions:

• Serve as a role model of exemplary customer service to faculty, staff, students, and guests of the University by professionally and accurately using independent judgment to troubleshoot, diagnose, record, classify, correct, document, communicate, and close ITSS Service Requests or Incidents via the phone, email, or face-to-face. (20%)
• Supervise and manage the daily activities and performance of a team of ITSS technical analysts. (20%)
  Including:

1. Working with technical analysts, evaluate data from ticketing system to identify trends for long-term problem resolution and organizational efficiencies.
2. Mentor and guide ITSS staff and student workers, fostering a culture of continuous learning and professional growth.
3. Oversee inventory of deployed and loaner computers
4. Serve as an escalation point for complex technical issues (problems), providing Tier 2/3 support across hardware, software, networking, and enterprise systems.

• Works with hardware, software, and multimedia vendors to provide effective solutions and problem resolutions. (15%)
• Develop and maintain Help Desk procedures, knowledge base articles, and documentation aligned with best practices including ITIL and industry best practices principles. (15%)
• Responsible for recruiting, onboarding, and scheduling of student workers, ensuring consistent coverage and service quality. (10%)
• Serve as an escalation point for complex technical issues (problems), providing Tier 2/3 support across hardware, software, networking, and enterprise systems. (10%)
• Provide onsite and remote support for desktops, laptops, printers, mobile devices, scanners, copiers, fax machines, hardware repairs, software installations, or other fixes as determined. (10%)

Qualifications:

Minimum Qualifications:

• Bachelors Degree and at least 3 years of relevant experience. Will consider an equivalent combination of education and experience.
  
• Experience leading a team of technicians and training, scheduling and assigning work.
  

Required Knowledge, Skills and Abilities:

• Experience in using, configuring, and troubleshooting desktop productivity applications such as Google Workspace, Microsoft Intune, and other business-critical software on Windows and macOS platforms, within an Active Directory environment.
  
• Industry certifications like CompTIA A+ or Network+ and/or ITIL are strongly preferred.
  
• Ability to work in a fast-paced, customer-facing environment while effectively prioritizing multiple tasks and projects to ensure consistent service levels, timely resolution, and a positive end-user experience.
  
• Experience with supporting Identity & Access via Active Directory/Entra, user security at the client level, and installing third party software products.
  
• Excellent communication, organizational, and problem-solving skills.

Application Instructions:

• Applications must be submitted online through Arcadia's Human Resources portal to receive full consideration. Please do not email application materials to the hiring manager. Due to the volume of applications received, communication will generally be limited to candidates selected for additional consideration.
• Application review will begin immediately. Posting will be removed from the website once we've established a sufficient talent pool for consideration.

Arcadia University is a top-ranked private University in Greater Philadelphia that provides a values-based, authentic educational experience by placing students at the center. The Institute of International Education has consistently ranked Arcadia first in the nation for study abroad, and the Princeton Review has ranked Arcadia among the "Best in the Northeast" for 10 consecutive years. The University's graduate programs in Physical Therapy, Physician Assistant, Education, and Public Health are nationally ranked in their respective categories by U.S. News & World Report, which cites Arcadia for being among the top study abroad programs and a top performer for social mobility. Arcadia is home to a close-knit and welcoming community that supports students throughout their journey. Arcadia's quality academic programs, unique approach to a liberal arts education, and supportive community guide students toward degree completion and career success. Learn more about our vibrant community at www.arcadia.edu.

We welcome candidates who can contribute to the excellence of our community. The successful candidate will demonstrate examples of ways they will incorporate our values in their work.

At Arcadia University, our Lived Values are the foundation of our highly regarded, values-based learning community, which reflects the world in which we want to live. As such, Arcadia actively seeks and welcomes candidates who embrace those values. Arcadia prohibits discrimination against individuals on the basis of ethnicity, national origin, ancestry, race, color, religion, creed, sex, gender, marital status, affectional or sexual orientation, age, gender identity, military or military veteran status, disability, family medical or genetic information, or any other legally protected characteristic. All offers of employment are conditional based on the successful completion of a background check. Employment may not begin until the University accepts the results of the background check.

Arcadia offers a competitive benefits package that includes excellent healthcare, generous tuition benefits for employees and their families, retirement benefits, health and wellness programs and resources, and much more.

Position Code: AC157F