What are the responsibilities and job description for the IT Help Center Manager position at Wofford College?
Wofford College is a place where thought leads, where ideas are celebrated and problem solving is expected. Wofford invites applicants who are focused on student success and excited to join a community committed to preparing thought leaders.
Wofford College, established in 1854, is a four-year, residential liberal arts college located in Spartanburg, South Carolina. It offers 27 major fields of study to a student body of 1,874 undergraduates. Nationally known for the strength of its academic program, outstanding faculty, experiential learning opportunities and successful and supportive graduates, Wofford is recognized consistently as a “best value” and for its commitment to student success and accessibility for low- and middle-income students. The college community has 12 sororities and fraternities as well as 20 NCAA Division I athletics teams.
Wofford College is seeking a Help Center Manager for the Information Technology Department. The Help Center Manager is responsible for managing the day-to-day activities associated with providing quality technical support to students, faculty, and staff, related software and associated peripherals, and supervising the Help Center staff while engaging in proactive planning and support to meet the changing needs of college users.
The Help Center Manager is a full-time exempt position that works with administrative staff, vendors, contractors, and other ITS team members to ensure that the service level agreements within the Help Center meet or exceed the requirements specified in the IT Service Catalog. Hours of work are approximately 37.5 hours/week. Depending on activities and system needs, evening and weekend hours may be required at times; otherwise, the normal work schedule is 8:30 am to 5:00 pm, Monday through Friday.
Responsibilities:
Manages the Help Center services for the College, including providing oversight of the technology service ticketing system, managing intake, assignment, and escalation of help desk requests; delegating installation, maintenance, troubleshooting, and repairs of computer hardware and software components throughout the College.
Assists the Help Center Staff with troubleshooting and diagnosing problems with end-user hardware and software; researches hardware and software to fit individual user needs; assists with making recommendations and building quotes for new systems; serves as a subject matter expert for technological developments and advances through ongoing professional development, including attending conferences, seminars, and workshops and reading appropriate professional literature.
Trains, coaches, mentors, and evaluates staff performance; makes recommendations for personnel actions and professional development; ensures the availability of experienced staff to meet help desk needs.
Proactively develops, implements, and maintains help desk processes and procedures to meet institutional and end-user needs; monitors help desk performance trends and efficiency with a goal of continuous improvement; establishes service level agreements with all users.
Actively work and collaborate with other college departments, employees, or groups on assigned and/or related projects.
Participate in department meetings in addition to attending seminars, training, etc. as needed or assigned in keeping current with IT systems-related support trends, needs, and information.
Participates and performs other duties/activities, as assigned.
Qualifications:
The Help Center Manager works primarily within a team environment, but will at times, work autonomously under general supervision in a fast-paced environment, and must possess excellent communication (writing, speaking, and listening) skills with internal users and external parties.
Required:
At least five years experience within an IT Help Center environment supporting users.
At least one year of supervisory experience.
First-hand use and management of modern Help Center Ticketing systems.
Experience with supporting both Windows, Mac and mobile devices.
Experience supporting the full Microsoft Office 365 Suite.
Basic understanding of Microsoft Active Directory.
General knowledge of TCP/IP networking.
Not required but desired:
Previous higher education experience
Experience with FreshService ticketing
Experience with JAMF and/or Intune
EEO STATEMENT
Wofford College values diversity within our students, faculty and staff and strives to recruit, develop and retain the most talented people. Wofford College does not discriminate in employment on the basis of race, color, creed, religion, sex, sexual orientation, transgender status, gender identity, age, national origin, disability, veteran status or any other legally protected status in accordance with applicable federal, state and local laws. For information about Wofford’s Title IX compliance, visit wofford.edu/administration/title-ix. It is the policy of Wofford College to provide reasonable accommodations for qualified individuals with disabilities for employment. If you require any accommodations to participate in any part of the hiring process, please contact HumanResources@Wofford.edu.
