Help Desk Manager

Help Desk Coordinator

Position Overview: The Help Desk Coordinator plays a key role in supporting the campus community by overseeing daily IT Help Desk operations. This includes supervising the student team that provides frontline technical support and hardware services for the university. To achieve this, the Coordinator manages student scheduling for consistent coverage, assists with hiring and onboarding, and provides the mentorship and training necessary for students to deliver dependable support.

Additionally, the Coordinator maintains service efficiency by monitoring ticket workflows and overseeing the intake and distribution of CSP IT equipment. By reinforcing established procedures and providing consistent oversight, this role ensures a professional and positive support experience for the campus community.

Essential Duties:

Direct daily Help Desk workflows, serving as the primary lead for frontline technical support and hardware services.
Develop and manage student employee schedules to ensure consistent coverage across Help Desk and Tech Shop operations
Monitor the ticketing system to ensure timely response and resolution of requests, escalating issues as appropriate
Coordinate student support for hardware intake, deployment, and asset handling processes
Monitor workflows to identify trends or issues and communicate updates to the Assistant Director
Assist in recruiting, interviewing, and onboarding student employees, and provide hiring recommendations to the Assistant Director
Provide ongoing coaching and feedback to student employees to support skill development and maintain service standards

Education & Experience:

Bachelor Degree: Required
Required, 1-2 Years Customer service, technical support, or related experience
Required, Ability to work independently, stay organize, and manage multiple priorities
Required, Experience working in an IT Help Desk, technical support, or similar service-oriented environment
Preferred, Experience supervising, training, or mentoring student employees, peer staff, or team members
Preferred, Experience providing technical support for computer hardware, software, or account-related issues
Preferred, Experience working with a ticketing or work order system

Supplemental Information:

It is the policy of CSP to provide equal opportunity to all employees and applicants for employment in accordance with all applicable federal, state, and local laws. The University will not discriminate against or harass any employee or applicant for employment because of race, color, sex, pregnancy, national origin (including ancestry), citizenship status, physical or mental disability, age, marital status, gender, veteran or military status, predisposing genetic characteristics, domestic violence victim status, or any other characteristic protected by federal, state or local laws.

However, CSP is an institution of the LCMS and, to the extent allowed by law, CSP reserves the right to give preference in employment based on religious tenets.

The mission of Concordia University, St Paul, a university of The Lutheran Church- Missouri Synod, is to prepare students for thoughtful and informed living, for dedicated service to God and humanity, and for enlightened care of God's creation, all within the context of the Christian gospel. This mission is rooted in academic excellence and Christian vocation.

The vision of Concordia University, Saint Paul, is to be acknowledged as the leading Lutheran university offering exceptional opportunities for students from all backgrounds who seek relevant career preparation and a challenging academic experience coupled with the insights of Lutheran theology.

Promise to Students – Concordia University, Saint Paul, empowers you to discover and engage your purpose for life, career and service, in a dynamic, multicultural, urban environment, where Christ is honored, all are welcome, and Lutheran convictions inform intellectual inquiry and academic pursuits.

Concordia University owns a 41-acre campus just West of Downtown St. Paul with easy access to light-rail and bus transportation. Only blocks away from popular Summit and Grand Avenues, restaurants, shopping, and cultural activities abound. Concordia is known to have one of the most racially and ethnically diverse university student bodies in the state of Minnesota.

CSP prohibits sex discrimination in any education program or activity that it operates. Individuals may report concerns or questions to the Title IX Coordinator. The notice of nondiscrimination is located at https://www.csp.edu/student-life/title-ix/

Feel free to contact Cassidy Leininger - [email protected], with any questions

Help Desk Manager

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