Manager,Help Desk Job San Francisco area,California USA,IT/Tech

POSITION DESCRIPTION

The Manager, Help Desk is responsible for the strategic oversight and daily operational management of the District’s Information Technology Service Desk and desktop support units. This is a hands-on leadership role requiring independent judgment to supervise staff, coordinate front-line technical responses, and ensure seamless delivery of high-quality support services to faculty, and staff.

The incumbent is instrumental in the formulation and implementation for Standard Operating Procedures (SOPs) the administration of the IT Service Management (ITSM) platform, and the unitization of performance data to drive continuous improvement and meet institutional Service Level Agreements (SLAs).

SUPERVISION RECEIVED AND EXERCISED

Receives direct supervision from the Director of User Support and Media Services or designee. The incumbent is expected to work independently, exercising professional judgment and initiative to achieve departmental goals. Exercises direct supervision over assigned technical, clerical, and support personnel.

REPRESENTATIVE DUTIES/ESSENTIAL FUNCTIONS

The duties listed are intended to provide examples of the types of work performed and are not intended to be an exhaustive list of all responsibilities. The District reserves the right to modify or assign additional duties consistent with the classification.

The following duties are representative of the essential functions of this position:

Plan, organize, and supervise the daily activities of the IT Service Desk and desktop support teams; coordinate technician schedules and ticket workflows to ensure optimal coverage and adherence to Service Level Agreements (SLAs). Serve as the primary escalation point for complex technical or procedural incidents, exercising independent judgment to ensure swift resolution of high-priority campus issues.

Manage and configure the District’s IT Service Management (ITSM) platform; design automated workflows, ticket taxonomies, and business rules to drive efficiency. Track and synthesize Key Performance Indicators (KPIs) into executive reports to identify service trends, mitigate recurring issues, and inform departmental decision-making.

Provide direct supervision, coaching, and professional development to assigned staff and student workers; conduct formal performance evaluations and recommend disciplinary actions in accordance with District policies and collective bargaining agreements.

Develop and implement training programs to ensure a culture of professional, empathetic, and effective customer service across all user interactions.

Oversee the development and maintenance of a comprehensive technical knowledge base; ensure technical solutions are documented with clarity and consistently. Promote and expand self-service resources by the campus community.

Collaborate with asset specialist to ensure the accurate tracking and inventory of District IT assets, including hardware, peripheral equipment, and software licenses; coordinate the secure disposal or "e-waste" processing of obsolete equipment in compliance with state and local regulations.

Coordinate the operational lifecycle of endpoint devices, including provisioning, imaging, software installation, and hardware refreshes; ensure all endpoint activities align with District technical standards and security protocols in collaboration with the other IT teams.

Lead or participate in specialized IT project teams that impact on end-user support services; provide technical insight for the implementation of new campus-wide software or hardware solutions.

Participate in campus-wide committees or task forces as assigned; maintain current knowledge of emerging trends in educational technology and support services.

Perform other related…