Help Desk Manager - Wellesley, United States - Wellesley College

Wellesley College

Verified Company

Wellesley, United States

3 weeks ago

Posted by:

Mark Lane

beBee recruiter

Description

At Wellesley, our mission is to deliver an outstanding liberal arts education

to women who will make a difference in the world. Our collaborative

community, comprising faculty, students, staff, and alumnae, is guided by

our shared values. We champion intellectual discovery and excellence,

uphold gender equality as foundational to progress, affirm diversity as

crucial to educational excellence, value connection and community, empower

individuals for social change, and commit to integrity and academic freedom

in our pursuit of knowledge. Join us in this transformative journey

details. If you are an internal employee, kindly utilize the internal portal on

letter for upload. Acceptable formats for these documents are either PDF

(.pdf) or Word (.doc).

Job Posting Title

Help Desk Manager

Job Description Summary

Admin Exempt

Job Description:

Position Summary:

Library and Technology Services (LTS) has run a successful Help Desk staffed by trained student employees along with the presence of a professional staff from different areas of LTS.

The Help Desk Manager is responsible for the overall operation of the Help Desk. This involves the recruitment of students, hiring, training, scheduling and being a mentor for them. We are seeking an individual to lead the Helpdesk and help us shape it for the future.

The Help Desk Manager must exhibit a passion for excellent customer service and working with student employees as well as the ability to collaborate with various technical staff who are resources for the Help Desk to escalate trouble tickets.

Clapp Library, where the Help Desk is located, is undergoing major construction and when it opens in August 2025, the Help Desk will undergo major changes to its location as well as its operations.

We are one of the institutions that has merged the Library and Technology services and the new layout of the service area in Clapp Library will provide us an excellent opportunity to co-locate both the library service desk and the IT help desk.

The Help Desk Manager will have an exciting opportunity to help us shape the location and operations of the Helpdesk.

The exponential growth in AI and Chatbots are helping organizations think about their appropriate use for technical support and this is another area that the Help Desk Manager will assist us in strategizing.

Primary Position Responsibilities:

Recruit, train, and mentor Help Desk student team members, fostering a culture of excellent customer service.
Manages all the services that are conducted specifically out of the Help Desk which includes maintenance of the circulating equipment, oversight of the inventory and student printer support (hardware, jams, paper, toner and service calls).
Champion the modernization of our Help Desk tools and processes, with a focus on selfservice solutions.
Research, evaluate, and recommend new selfservice technologies, such as chatbots.
Help develop and maintain comprehensive selfservice and internal knowledge bases and resources.
Analyze Help Desk metrics to identify trends and opportunities for improvement, particularly in selfservice adoption.
Continuously improve Help Desk processes and workflows for optimal efficiency.
Track and report on Help Desk performance metrics, including first contact resolution rates and client satisfaction.
Collaborate with other departments within LTS to ensure seamless support delivery.

Performance Profile:

The Help Desk operates efficiently and with consistent highquality support, as measured by the number of questions resolved immediately by the Help Desk, the accuracy of the responses to and referrals for incoming questions, and the retention of LTS student employees for several semesters.
The community is confident in and satisfied with Help Desk services, demonstrated by high levels of satisfaction and consistent/increased use by the college community.
The community is confident in and satisfied with reliable, fast, accurate, and efficient responses to their inquiries.

Supervises:
Student Employees

Education Required:

Appropriate degree (B.S./B.A. in Computer Science) or experience equivalence.

Experience Required:

Minimum 5 years of experience in a Help Desk or IT support role.
Strong understanding of IT service management principles.
Excellent analytical and problemsolving skills.
Experience with knowledge base management and content creation.
Strong communication and interpersonal skills, with the ability to handle client escalations.
A passion for innovation and continuous improvement in the selfservice space.

Preferred Skills:

Experience managing projects.
Experience working with specific selfservice technologies (e.g., knowledge base platforms, chatbots).
Experience with evaluating and implementing new IT support technologies.
Familiarity with MacOS and Windows environments.
Experience hiring and supervising a team of workers.

Company Description:
Wellesley's mission is to pro