IT Help Desk Manager; Hybrid

Position Information

Northwestern Health Sciences University is seeking a motivated and experienced professional to join our Information Technology team as an IT Help Desk Manager! This role will serve as a working leaders who directs and actively participate in the hands on work of the IT Help Desk team, including supporting all hardware, software, printers, security, and other resources on campus.

This role also provides the opportunity to work alongside staff to provide IT and/or AV services for live campus events. In addition, the IT Help Desk Manager will oversee the NWHSU ticketing system, managing end-user requests and ensuring timely resolution of technical issues. The position will provide Tier 2 technical support and serve as an escalation point for Tier 1 support tickets, stepping in directly when complex or high-priority issues arise.

The ideal candidate is a collaborative, customer-focused, hands-on leader who enjoys working alongside their team to ensuring the campus community has the technology resources and assistance needed to be successful.

Bloomington, MN with flexibility to work 1-2 days per week remotely; must live local and be able to come to campus as needed.

• Oversees and manages helpdesk operations including scheduling of staff, performance appraisals, budgets, and refining helpdesk processes for continuous improvement.
• Produces regular reports, benchmarks, statistics and results of performance key indicators.
• Administrates the inventory management process of all desktop hardware and software.
• Manages the end-user Service Level Agreement.
• Respond to faculty, student and staff requests for level 2 support and security requests.
• Provide assistance to IT staff with problem resolution and escalation.
• Assists with security audits and processes.
• Maintain and support classroom and event operations.
• Carry out necessary pre- and post- event equipment and classroom equipment checks to proactively identify potential issues.
• Support and train users on using event, conference room, and classroom technology.

• Bachelor's degree, or equivalent related experience.
• 3+ years help desk experience.
• 3+ years supervision experience.
• ITIL, HDI certification, preferred.
• Experience supporting Microsoft Office 365.
• Proficient with the MS Office Suite, SharePoint, Visio and MS project.
• Knowledge of classroom technology, projectors, microphones, and sound.
• Strong customer service skills and demonstrated responsiveness to customer needs.
• Experience supporting ERP systems, preferred.

Does this sound like the type of role you could excel in? Where your background and experience may contribute to the growth of our organization? A role where you can add your passion and enthusiasm, and make a difference? If you believe you have the education and experience to meet the qualifications for this role, we'd value talking to you. Non-traditional backgrounds are welcome.

$59,126.00 - $75,000.00 annually.

The hiring rate is determined by a combination of education, related professional experience, and internal equity considerations and may exceed the posted range. NWHSU is committed to fair and equitable pay practices and does not base compensation decisions on gender or any other protected status.

NWHSU is proud to offer a comprehensive benefits package to meet your current needs and anticipate your future needs. Our generous time away helps you enjoy a healthy work life rhythm.

• Paid Time Off (earn 22 days per year)
• Holiday (16 days in 2026)
• 403(b) Plan
• Medical, dental, vision
• Discounted and free on-site clinic services for you and your family
• Flexible Spending Accounts
• Short-term and long-term disability
• Life insurance
• EAP and other wellness benefits
• Tuition Reimbursement for external programs
• Tuition Reduction for internal programs (includes family members)
• Employee discount at our campus store
• On-site fitness center

NWHSU is a nonprofit organization and full-time employees may be eligible for Public Service Loan Forgiveness (PSLF) through the U.S. Department of Education. For further information please click on this link.

When you join NWHSU you're not simply doing a…