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Help Desk Manager

POSITION TITLE: Help Desk Manager

DEPARTMENT: Information Technology Services 

The Help Desk Manager will be responsible for overseeing the technology support side of User Services. This will include directly overseeing the operation and supervision of the IT Help Desk, which supports ~5000 users throughout Point Park University.  An individual in this position is expected to manage a team of several technicians and student workers in the effective resolution of any support-related issues. The manager will ensure that IT Help Desk resources are being used effectively and efficiently, while also paving a way for continuous improvements. This person will work closely with the Director of User Services, as well as students, faculty, staff and other constituencies to ensure that the IT Help Desk is furthering the mission and goals of both the ITS department and the University as a whole.


  • Bachelor’s degree and minimum 2 years experience in a technology Help Desk environment.
  • Excellent leadership, interpersonal, presentation and communication skills with the ability to communicate complex technical issues to non-technical users.
  • Extensive knowledge of mainstream computing platforms.
  • Extensive knowledge of modern Help Desk Management solutions and best practices.
  • A+, AppleCare, and Lenovo warranty certifications strongly desired.
  • Strong troubleshooting and creative problem solving skills.
  • Strong organization, management, and multi-tasking skills.
  • Ability to develop and maintain procedures, documentation, and guides.
  • Strong interpersonal and communication skills, both verbal and written.

SUPERVISORY RESPONSIBILITIES (number of FT & PT direct reports)

  • 4 FT / 2 PT Employees
  • Several Student Workers
  • 1 – 2 Interns


  • Work occasional evenings/weekends
  • PA Act 153 clearances (state police, child abuse, FBI)
  • Standard background check (Federal, State, Local criminal checks; academic verification)


  • Strong organizational skills
  • Accuracy in work
  • Strong interpersonal and communication skills; verbally and in writing
  • Uses high level of judgment and able to maintain confidentiality Ability to work as part of team
  • Spirit of Collegiality – Maintains a sense of courtesy, respect, professionalism, and enthusiasm when interacting with faculty, staff and students.
  • Fosters culture of Mission Statement’s dedication to delivering a quality experience for our students.
  • Exemplifies a positive attitude toward diversity on campus.
  • Fosters a culture of excellence and working for continuous process improvements in customer service.
  • Shows positive attitude and approach to work, students, faculty, staff, and external customers.
  • Uses good and ethical judgment in decision making that is in line with Point Park University’s mission/vision, department objectives and Code of Conduct.
  • Attendance and punctuality



1. Responsible for managing a staff of several technicians and student workers working multiple shifts. This position will be responsible for the training, scheduling, hiring, and disciplining of current and prospective employees.

2. FreshService Administrator – Maintain the university’s Help Desk Management Solution, FreshService. Manage the distribution of work amongst the Help Desk staff and prioritization of pending issues. Work closely with other departments to incorporate and maintain business work-flows in the FreshService system.

3. Warranty Claim Administrator – Maintain both the Apple GSX and Lenovo eClaim self-maintainer portals.

4. Budgeting and Procurement – Responsible for the tracking and procurement of supplies necessary for efficient operation of the IT Help Desk and the computer labs. This person will also assist the Director of User Services in the managing and allocation of funds within the Help Desk budget lines.

5. Maintain a detailed knowledgebase on IT standards, policies, procedures, hints and tips to be used by Help Desk staff and the university community.

6. Problem Analysis, Diagnoses, and Prevention - Analyze, diagnose, and attempt resolution according to Information Technology Services policy and procedures. Investigate and implement ways of reducing incident volume.  Fix causes, not only symptoms, by doing what is necessary to prevent problems from recurring. Create and maintain policies and procedures to support this initiative.

7. Engage with students (current and prospective), parents, staff, and faculty in the communication of ITS services and procedures. This will include attendance at on-campus events, as well as awareness campaigns conducted via social media, direct mailings, and on-campus marketing.

8. Work with the Director of User Services to manage and grow auxiliary services and offerings such as, but not limited to, our Apple on Campus program, Lenovo student program, and the Computer Service Center.

9. Contact users/requestors to ensure satisfactory problem resolution. Regularly assess the effectiveness of the IT Help Desk amongst the university community. Use the results of this to drive staff development.

10. Act as the senior level technician for any issues that cannot be resolved by the Help Desk staff.


1. Participate in training programs and conferences; travel may be required. Keep up to date on new technology and methods. Impart any gained knowledge and insights onto the Help Desk staff.

2. Identify and make known any trends, significant problems, or unexpected issues. 

3. Identify areas of improvement and incorporate those improvements into the university’s overall assessment procedure.

4. Perform other duties as assigned.


Occasional exposure to objectionable conditions or variations such as those found in variable weather conditions or light industrial settings.


Mobility within the office. Ability to walk, sit, stand and climb stairs. Ability to use hands and fingers, to handle office equipment, records and files. Occasionally required to reach with arms and hands, and to stoop, kneel or crouch. Vision abilities required by this job include the ability to read and discern written errors on paper and electronic documents. Ability to talk and hear. Ability to lift up to 15 pounds.

Qualified applicants should forward a cover letter and resume via email to HROffice@pointpark.edu (preferred) or mail to:   
Point Park University
Human Resources Office
201 Wood Street
Pittsburgh, PA 15222

When responding via email please reference - HELP DESK MANAGER - in the subject line. 

Please submit documents in Rich Text (.txt) Word document (.doc) or Adobe Portable Document Format (.pdf).

All emails submitted will receive an automatic confirmation email.  Due to some junk mail filters, the confirmation email may not reach you.  To ensure receipt of the confirmation email, utilize the return receipt option built into your email program when sending your information. 

  Due to the high volume of resumes received, Point Park University will not be able to respond to inquiries regarding the status of your resume. If we determine that your skills and experience match the position requirements, we will contact you to discuss the opportunity further. If you do not hear from us, we encourage you to revisit our website at www.pointpark.edu for the status of the position and future opportunities. 

Point Park University is an Equal Opportunity Employer.

Posted on July 25, 2017