IT HelpDesk Manager

Seattle Pacific University is seeking a service-minded IT Help Desk Manager to oversee day-to-day operations of the Support Desk and deliver reliable, high-quality technology assistance to the campus community. This onsite role is based in Seattle, WA, and combines hands-on troubleshooting with team leadership and continuous improvement.

In this full-time, non-exempt position, you will manage service performance, guide 10+ student employees, and partner with the Director of Technology Support Services to strengthen support processes that help students, faculty, and staff stay productive.

What you’ll do

• 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 support quality.
• Provide hands-on technical support for complex issues involving computers, software, classroom technology, audiovisual equipment, and other campus systems.
• Spot opportunities to improve Help Desk processes, support tools, workflows, and the overall customer experience.
• Supervise, train, schedule, and mentor a team of 10+ student employees.
• Set clear expectations, provide performance feedback, and cultivate a positive, accountable, service-focused team environment.
• Develop and maintain training materials, onboarding resources, and knowledge base documentation for student employees and end users.
• Partner with the Director of Technology Support Services and colleagues to improve Help Desk services and respond to evolving campus technology needs.
• Maintain accurate, accessible technical documentation and promote consistent troubleshooting practices.
• Ensure Help Desk operations follow University IT policies, security standards, and data protection requirements.
• Collaborate with campus departments to resolve service issues, provide technology guidance, and support effective use of University systems.

What you bring

• At least 3 years of experience in IT support, technical customer service, or a related technology support environment.
• Demonstrated experience supervising, training, or mentoring employees, preferably in a technical support or customer service setting.
• Strong troubleshooting skills across personal computing hardware, software, and common workplace technology.
• Experience managing service requests, troubleshooting workflows, and customer support processes.
• Excellent interpersonal and communication skills, including the ability to explain technical concepts clearly to users with varying levels of technical knowledge.
• Strong organization, problem-solving, and decision-making skills, with the ability to prioritize competing needs and resolve issues effectively.
• Initiative, accountability, and the ability to work collaboratively across technical and nontechnical teams.
• Commitment to excellent customer service, continuous improvement, and responsible technology stewardship.
• A personal commitment to the Christian faith and affirmation of SPU's Statement of Faith, along with enthusiasm for supporting the University’s Christian mission and willingness to uphold SPU’s Christian community policies and lifestyle expectations.

Compensation & details

• Location: Seattle Pacific University, Seattle, WA (onsite)
• Pay rate: USD $33 - $38 per hour, commensurate with experience
• Status: Full-time, non-exempt
• Department: Information Technology
• Reports to: Director of Technology Support Services

Benefits

• Medical, dental, and vision insurance
• University contributions to a health savings or health reimbursement account
• Employer-paid life and long-term disability insurance
• Retirement benefits, including a University contribution
• Tuition discounts for employees and eligible family members
• Paid time off, including vacation, sick leave, and University holidays
• Employee Assistance Program and wellness resources

Preferred qualifications

• Bachelor’s degree in Information Technology, Computer Science, Information Systems, or a related field, or an equivalent combination of education and professional experience
• Experience managing or coordinating an IT Help Desk or service desk operation
• Familiarity with ITIL principles, service management frameworks, or related certifications
• Experience supporting classroom technology, audiovisual systems, or technology in an academic environment
• Experience working in higher education or another complex, service-oriented organization
• Experience developing technical documentation, training programs, and knowledge management resources

How to apply

Please complete the online application through Workday. Be prepared to submit your resume and cover letter.