IT HelpDesk Manager

## IT Help Desk Manager Apply:
Main Campus:
Full time:
Posted 2 Days Ago:
JR100404#
*
* Job Description:

**## Who We Are Founded in 1891, Seattle Pacific University has a long and distinguished history in Christian higher education. Located just minutes from downtown Seattle, SPU seeks to be a premier Christian university fully committed to engaging the culture and changing the world by graduating people of competence and character, becoming people of wisdom, and modeling grace-filled community.  SPU's Information Technology team supports this mission by delivering secure, reliable, and forward-looking technology that enables students, faculty, and staff to do their best work.

Our IT team values service, collaboration, accountability, and continuous improvement, with a focus on delivering practical solutions that make a meaningful difference across the University.## What We Need Seattle Pacific University is seeking a technically skilled, service-oriented
** Help Desk Manager
** to lead the daily operations of our IT Support Desk and deliver high-quality technology support to students, faculty, and staff.  This on-campus position oversees Help Desk services, supervises and mentors a team of more than 10 student employees, and provides hands-on technical expertise for complex support issues. Working closely with the Director of Technology Support Services, the Help Desk Manager helps shape service strategies, improve processes, and ensure that campus technology support is responsive, effective, and aligned with the University's needs.  

The ideal candidate combines strong technical troubleshooting abilities with a passion for developing people, improving systems, and delivering exceptional customer service. They are proactive, organized, and comfortable balancing day-to-day operational demands with opportunities for innovation and continuous improvement.  The on-site Help Desk Manager supports Seattle Pacific University's mission by contributing to a Christ-centered learning and working community committed to academic excellence, service, and engagement with the world.

In this role, the employee brings their skills, gifts, and professional expertise to work that matters—serving students, colleagues, and the broader University community in ways that reflect SPU's values and purpose. To that end, all University employees are required to be aligned with and supportive of SPU's Statement of Faith and its derivative policies and lifestyle expectations.## What You'll Do### Help Desk Operations & Technical Support
* Lead daily IT Support Desk operations, ensuring timely, professional, and effective support for students, faculty, and staff.
* Monitor service requests, ticket queues, escalations, staffing coverage, and service performance to maintain consistent service quality.
* Provide hands-on technical support for complex issues involving computers, software, classroom technology, audiovisual equipment, and other campus systems.
* Identify opportunities to improve Help Desk processes, support tools, workflows, and the overall customer experience.  ### Team Leadership & Development
* Supervise, train, schedule, and mentor a team of 10+ student employees.
* Establish clear expectations, provide performance feedback, and foster a positive, accountable, and service-focused team environment.
* Develop and maintain training materials, onboarding resources, and knowledge base documentation for student employees and end users.  ### Technology Services & Collaboration
* Partner with the Director of Technology Support Services and colleagues to improve Help Desk services and support evolving campus technology needs.
* Maintain accurate, accessible technical documentation and promote consistent troubleshooting…