IT Help Desk Manager

Job Title: IT Help Desk Manager
Location-Type: Onsite- 4 days/week in Glenside, PA
Start Date: Early July
Duration: Contract to Hire
Compensation Range: $35-44/hr W2
Benefits: Eligible for Health, Dental, Vision
Visa Sponsorship: Not eligible for visa sponsorship

Job Description:
The IT Help Desk Manager is a hands-on leadership role responsible for supervising the client's IT Support Services team while serving as a key technical escalation point and liaison between end users and subject matter experts.
Job Summary
•Troubleshoot, diagnose, document, and resolve IT service requests and incidents via phone, email, and face-to-face support, modeling exemplary customer service
•Supervise and manage the daily activities and performance of a team of IT support analysts, including scheduling, mentoring, and professional development
•Analyze ticketing data to identify trends, drive long-term problem resolution, and improve organizational efficiency
•Develop and maintain Help Desk procedures, knowledge base articles, and documentation aligned with ITIL and industry best practices
•Serve as a Tier 2/3 escalation point for complex incidents across hardware, software, networking, and enterprise systems
•Coordinate with hardware, software, and multimedia vendors to deliver effective solutions and problem resolutions
•Oversee onboarding, scheduling, and coverage for student workers and junior technicians, ensuring consistent service quality
•Provide onsite and remote support for desktops, laptops, mobile devices, printers, and peripheral hardware and software
Minimum Requirements:
•3-5 years of IT support experience, with 1-2 years in a lead or supervisory capacity including mentoring or managing staff
•Proficiency with Google Workspace administration and support
•Proficiency with Microsoft Intune for device management
•Experience managing new user setup and onboarding processes
•Demonstrated ability to manage a high-volume ticket environment (200-400 tickets per month)
•Bachelor's degree in a related field
Preferred Qualifications:
•Experience working in a higher education environment
•Strong collaboration and problem-solving skills in an internal business-facing support setting
•Familiarity with ITIL frameworks and help desk best practices
•Experience overseeing computer inventory, loaner programs, and AV or multimedia technologies