It Help Desk Manager

Rollins is the best college in Florida, but don't just take our word for it. See what the experts are saying. Explore all of the ways Rollins is top ranked-from our academic excellence and expert faculty to our unparalleled campus and one-of-a-kind study abroad opportunities. 
For the 14th consecutive year, Rollins College has been named a "Great College to Work For"! Be a part of the Rollins experience and find a place where you belong. Ready to join us?

Our Service 
Excellence Philosophy:

At Rollins, we strive to be responsive, respectful, collaborative, competent, and inclusive in all that we do. Whether serving prospective or current students, alumni, local residents, or our fellow faculty and staff colleagues, these standards define the Rollins service experience.
Click here to learn more about our commitment to Service Excellence at Rollins College!

Benefits & Perks:

• 25 Days - Paid Time Off (vacation, sick and personal time)
• 10 Days - Paid Holidays
• 5 Days - Paid College Closure Days
• Eligible for Medical, Prescription, Dental & Vision Insurances (within 30 days of hire)
• 100% Employer-Funded Health Reimbursement Account ($125+/month)
• 100% Employer-Paid Short & Long Term Disability Insurance
• Domestic Partner Benefits
• 11.5% Employer Retirement Contributions
• Discounted On-Campus Dining Meal Plans
• FREE On-Campus Parking
• FREE Access to Campus Amenities (gyms, pools, library, sporting events and more)
• FREE Full Tuition for Employees and their Families
• Pet Insurance
• 100% Employer-Funded Employee Assistance Program
• Flexible Spending Accounts
• Award-Winning Wellbeing Programs: Blue Rewards, Rally Dollars, Hinge Health Musculoskeletal Coaching
• Plus More!

Additional Perks:

• Local & National Discount Programs, including Winter Park Locations (i.e. shops, restaurants, gift cards and more)
• FREE E-Training Courses & Professional Development Opportunities
• IT Software & Laptop Discounts (Apple, Lenovo, and more)
• College Bookstore Discounts 
• Annual Service Awards & Recognition Programs
• Discover what it's like to live in Orlando: Live, Work, Play and Learn
• Plus More!

Rollins offers a competitive salary. Click here to review our full benefits package.

Job Summary:

The Rollins College Information Technology Department is seeking a service and results-oriented IT Help Desk Manager to join their team! The IT Help Desk Manager is responsible for the daily operations of the Help Desk, which aims to triage and quickly address or accurately route incoming issues and requests while providing excellent customer service experience. This role is responsible for training, supporting, and leading a team of Help Desk technicians and student workers. The manager helps resolve issues for both in-person and remote clients and is the main escalation point for tickets. Additionally, they are involved in the continuous improvement process, which includes ticket review, report creation, metrics monitoring, and documentation.

Primary Responsibilities

• Manage the day-to-day activities of the IT Help Desk, including prioritizing support, delegating tickets, monitoring and reporting trends, including security incident awareness, and ensuring efficient service delivery by leveraging the ITSM solution (TeamDynamix).
• Supervise Help Desk technicians and student employees and create a positive working environment.
• Serve as a high-level software/hardware resource for the campus and the main escalation point for customer service-related issues.
• Collaborate with IT leadership to identify areas for improvement in Help Desk processes, workflows, and customer service, and implement strategies to enhance overall efficiency, user satisfaction, and service quality.
• Collaborate with others in IT to help manage the manage Help Desk knowledge base library by curating, processing, and documenting information with an emphasis on improving the service experience for both clients and IT staff.
• Manage Help Desk operational tools such as phones, monitoring and alerting applications, and other systems that facilitate support, ensuring all have a lead and backup tech.
• Troubleshoot and resolve problems in a range of contexts including hardware and software (Mac, Windows), mobile devices, printers, network and account access, and other technical areas as they arise.
• Uphold the Rollins Service Philosophy & Standards.

• A minimum of three years of experience providing technical support and customer service.
• Minimum one year of supervisory experience managing staff and projects.
• Experience using ticketing systems for managing support requests and monitoring trends.

• IT experience working in a higher education environment.
• Experience delivering training and creating documentation.
• Familiarity with ITSM/ITIL.

• Demonstrated customer service excellence with end users, technicians, and colleagues.
• Motivated self-starter, able to work both independently and collaboratively as part of a team.
• Strong technical troubleshooting skills with hardware and software issues on Mac, Windows, and mobile devices, as well as related devices such as printers, scanners, webcams, etc.
• Patient and calm demeanor in stressful or high-pressure situations.
• Excellent written and oral communication skills, with strong attention to detail.
• Understanding of Help Desk processes and service management principles.
• Supervisory skills, including the ability to ability to motivate, develop, and empower team members.

• Campus-based position, primarily indoor environment, which does require outdoor transit between buildings and occasional outdoor event support.
• Physical activity includes walking across campus carrying or carting equipment, lifting up to 40lbs, bending, stooping, stretching, and standing.
• Flexible schedules or overtime may be required to meet the demands of the academic calendars.

Instructions to Applicants:

To apply, please submit an application and upload the following materials:

1. Cover Letter
2. Resume
3. Provide three reference names and email addresses on application

Diversity & Inclusion at Rollins:

Rollins is committed to fostering a diverse and inclusive campus community, and the College celebrates the open exchange of ideas within a climate of civility and mutual respect. We view differences-from race and ethnicity to sexual orientation and political perspectives-as rich opportunities for understanding, learning, and growth. To learn more, please click here.
Through its mission, Rollins College is firmly committed to creating a just community that embraces multiculturalism; persons from historically under-represented minority groups are therefore encouraged to apply. Rollins does not discriminate on the basis of sex, disability, race, age, religion, color, national or ethnic origin, ancestry, marital status, veteran status, sexual orientation, gender identity, gender expression, genetic information, physical characteristics, or any other category protected by federal, state, or local law, in its educational programs and activities.

FLSA Status:

Exempt

Service Months:

12