Manager, Help Desk

The College of Western Idaho is seeking a Help Desk services leader to guide day-to-day operations for its customer support function within Information Technology. This role focuses on improving the service experience for students, faculty, and staff through stakeholder engagement, service management practices, and continuous performance improvement. The IT Manager, Help Desk Services will oversee support delivery across multiple channels while ensuring consistent processes and measurable outcomes.

What you will do

• Provide operational leadership for the College’s Help Desk services and customer support channels.
• Define Help Desk service standards, performance objectives, and customer service expectations.
• Ensure consistent frontline support delivery via phone, email, self-service, and walk-up channels.
• Act as the primary Help Desk liaison to academic and administrative departments, advocating for customer needs within Information Technology.
• Partner 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 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 to 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 reporting.
• Analyze service data and customer feedback to identify risks, trends, staffing needs, and improvement opportunities.
• Recommend Help Desk priorities, resource needs, and service enhancements to User Services leadership.
• Recruit, supervise, coach, and evaluate Help Desk personnel in line with College policies and performance expectations.
• Oversee onboarding, training, and professional development for Help Desk staff and student employees, promoting accountability, collaboration, continuous learning, and customer service excellence.

Required 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.
• 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.

Tools and frameworks

• TeamDynamix
• ITIL
• Lean
• ITSM
• ESM

Benefits

• Premium Plan Rates
• 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

Location and work expectations

• Location: Nampa, ID (onsite).
• Most positions at CWI are in-person and based on campus.
• Some roles may allow up to two remote workdays per week; remote work eligibility is determined case-by-case at the hiring manager’s discretion.
• 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.

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