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.
