View Job description for Manager, Help Desk

Reports To: 

IT Manager II

Position Status:

FT - Full-Time

About Us:

College of Western Idaho (CWI) is committed to empowering students to succeed by providing affordable and accessible education to advance the local and global workforce.

Offering premier programs and degrees that make a difference, CWI remains a top choice for higher education in the Treasure Valley. Empowering the community one student at a time, CWI moves fearlessly forward paving the way to bold new futures with flexible options, exceptional tuition value, and support every step of the way.

Visit Why CWI to learn more.

Position Summary:

The IT Manager, Help Desk Services provides operational leadership for the College’s Help Desk function and serves as the primary advocate for customer experience within Information Technology. Reporting to the User Services Manager, this position ensures effective delivery of IT Help Desk support services for students, faculty, and staff.

The role focuses on stakeholder engagement, service management, customer experience, operational planning, performance measurement, and continuous service improvement. The manager collaborates with academic and administrative departments to understand support needs, evaluate service effectiveness, and coordinate with Information Technology teams so Help Desk services remain aligned with institutional priorities and customer expectations.

Essential Functions:

• Provide operational leadership for the College’s Help Desk services and customer support channels.
• Establish Help Desk service standards, performance objectives, and customer service expectations.
• Ensure consistent delivery of frontline support through phone, email, self-service, and walk-up channels.
• Serve as the primary Help Desk liaison to academic and administrative departments and advocate for customer needs within Information Technology.
• Engage with campus stakeholders to identify support needs, recurring challenges, and emerging service requirements.
• Support Help Desk readiness for academic operations, technology deployments, and institutional initiatives.
• Oversee Help Desk incident, request, problem, escalation, and knowledge management practices.
• Guide Help Desk workflows, service catalog content, knowledge resources, and operating procedures within ITSM and ESM platforms.
• Identify service gaps and lead process improvements that increase consistency, efficiency, and customer satisfaction.
• Coordinate cross-functional resolution of recurring or service-impacting issues.
• Develop and monitor service-level objectives, key performance indicators, customer satisfaction measures, and operational reports.
• Analyze service data and customer feedback to identify risks, trends, staffing needs, and improvement opportunities.
• Provide recommendations to User Services leadership regarding Help Desk priorities, resource needs, and service enhancements.
• Recruit, supervise, coach, and evaluate Help Desk personnel in accordance with College policies and established performance expectations.
• Oversee onboarding, training, and professional development for Help Desk staff and student employees while promoting accountability, collaboration, continuous learning, and customer service excellence.

Minimum Qualifications:

• Associate’s degree in Information Technology, Information Systems, Business Administration, Organizational Leadership, or a related field; or an equivalent combination of education and experience.
• Five (5) years of progressively responsible experience in information technology, customer support services, service management, or an end-user support environment.
• Three (3) years of supervisory, lead, or management experience.
• Experience leading customer-facing technology support or service delivery operations.
• Experience using operational metrics, performance data, and customer feedback to guide service improvements.
• Experience developing and implementing operational processes, procedures, or service standards.
• Demonstrated ability to build effective relationships with technical and non-technical stakeholders.
• Strong leadership, communication, organizational, customer service, and problem-solving skills.

Preferred Qualifications:

• Bachelor’s degree in Information Technology, Business Administration, Organizational Leadership, Higher Education Administration, or a related field.
• Experience working in a higher education environment.
• Experience managing IT Service Management or Enterprise Service Management platforms, such as TeamDynamix.
• Experience establishing service-level objectives, key performance indicators, dashboards, and operational reporting.
• Knowledge of ITIL, Lean, continuous improvement, project management, or related operational frameworks.
• ITIL Foundation, project management, or other relevant professional certification.

Benefits:

Unlock a world of unparalleled benefits at the College of Western Idaho, where we redefine excellence in affordable and comprehensive benefits packages!

• Premium Plan Rates
  • For more information on health insurance, including coverage details and plan summaries, visit www.OGI.Idaho.gov  
• Retirement plans with employer contribution of over 11%
• Health Savings Accounts and Flexible Spending Accounts 
• Employer-paid life insurance and short- and long-term disability insurance 
• Eleven paid holidays per year (faculty may vary)
• Generous vacation and sick leave
• Paid Parental Leave
• Tuition discount on classes at CWI and other colleges

Additional Instructions For Applicants: 

Most positions at CWI are in-person and based on campus. While some roles may allow up to two remote workdays per week, eligibility for remote work is determined on a case-by-case basis at the hiring manager's discretion. All candidates must reside within, or be willing to relocate to, a reasonable commuting distance from CWI. Employment visa sponsorship is not available for this position.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, disability, veteran status, gender identity, sexual orientation, or any other applicable legally protected status.