HelpDesk Supervisor

Join Saint Mary’s University of Minnesota and support a campus community through dependable, high-quality helpdesk service. This onsite HelpDesk Supervisor role blends hands-on technical support with team leadership, including training student technicians and helping ensure consistent, well-documented support for faculty, staff, and students. You will also receive a benefits package that includes insurance coverage, flexible spending, retirement planning, and tuition remission options for both undergraduate and graduate studies.

What you’ll do

• Serve as the first line of telephone support by answering inbound calls and delivering level 1 and level 2 issue resolution with exceptional customer service over the phone.
• Triage technical inquiries, identify urgent needs, and use remote access and diagnostic tools to troubleshoot, configure, and resolve issues involving operating systems, applications, and network connectivity.
• Guide, train, and support student helpdesk technicians to develop technical skills and help standardize support quality.
• Help ensure student work schedules are complete and that staffing hours are properly covered.
• Support the development and implementation of helpdesk training procedures and policies for student helpdesk technicians.
• Create and update FAQ resources for end users.
• Provide occasional in-person, hands-on troubleshooting at user workstations for hardware failures, physical cabling issues, VIP escalations, or problems that cannot be resolved remotely.
• As operational demand requires, assist with local hardware imaging, staging, peripheral deployments, and desk setups.
• Support IT leadership with administrative reporting, operational projects, system verification testing, and other assigned organizational tasks.
• Contribute to a positive, adaptable, solution-oriented workplace culture that supports users.
• Perform other duties as assigned.

What you bring

• Associate’s degree and 2+ years of technical experience, or an equivalent combination of education and experience.
• Driver’s license.
• Bachelor’s Degree in an IT-related field.
• 2-4 years of helpdesk experience.
• Demonstrated excellence in telephone etiquette, including active listening, clear verbal de-escalation, professional call handling (warm transfers, hold protocol), and precise message transcription.
• Strong customer service, written, and verbal communication skills.
• Ability to provide constructive feedback to student helpdesk technicians.
• Baseline knowledge of Google Workspace, Entra, Canvas, and Jenzabar.
• Baseline knowledge of Windows, Linux, and iOS.
• Ability to apply common sense to follow instructions, with creative problem-solving, attention to detail, and follow-through.
• Strong research and analytical skills, and ability to use or interpret job-related terminology effectively.
• Capacity to communicate with a diverse community of faculty, staff, and students, and to work independently and as part of a team.
• Ability to learn quickly, adapt, and adopt new technologies.
• Ability to manage multiple priorities and competing time demands.
• Occasional off-hour and weekend support for special events, and ability to travel between campus locations as needed.
• Work is primarily sedentary, involving lifting no more than 10 pounds at a time, with occasional walking and standing; general office environment and ergonomics support.

Tools you’ll use

Google Workspace, Entra, Canvas, Jenzabar, Windows, Linux, iOS

Benefits

• Health, dental, vision, life, and disability insurance
• Flexible spending
• Retirement pension plan
• Both undergraduate and graduate tuition remission plans

Role details

Location: Winona, MN (onsite)
Compensation: USD 48,000 - 53,000 per year
Minimum experience: 2 years
Education: Associate’s degree

How to apply

Apply online at https://www.smumn.edu/about/offices-services/human-resources/employment-opportunities/ and include a cover letter, resume, and contact information for three professional references.

All offers of employment are contingent upon the successful completion of a criminal background check.