Help Desk Manager
Wellesley College

Job Info

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At Wellesley, our mission is to deliver an outstanding liberal arts education
to women who will make a difference in the world. Our collaborative
community, comprising faculty, students, staff, and alumnae, is guided by
our shared values. We champion intellectual discovery and excellence,
uphold gender equality as foundational to progress, affirm diversity as
crucial to educational excellence, value connection and community, empower
individuals for social change, and commit to integrity and academic freedom
in our pursuit of knowledge. Join us in this transformative journey!

When applying for the position, please ensure a thorough review of the job
details. If you are an internal employee, kindly utilize the internal portal on
Workday for your application. Prepare a comprehensive resume/cv and cover
letter for upload. Acceptable formats for these documents are either PDF
(.pdf) or Word (.doc).

Job Posting Title
Help Desk Manager

Job Description Summary
Admin Exempt

Job Description
Position Summary:
Library and Technology Services (LTS) has run a successful Help Desk staffed by trained student employees along with the presence of a professional staff from different areas of LTS. The Help Desk Manager is responsible for the overall operation of the Help Desk. This involves the recruitment of students, hiring, training, scheduling and being a mentor for them. We are seeking an individual to lead the Helpdesk and help us shape it for the future. The Help Desk Manager must exhibit a passion for excellent customer service and working with student employees as well as the ability to collaborate with various technical staff who are resources for the Help Desk to escalate trouble tickets.

Clapp Library, where the Help Desk is located, is undergoing major construction and when it opens in August 2025, the Help Desk will undergo major changes to its location as well as its operations. We are one of the institutions that has merged the Library and Technology services and the new layout of the service area in Clapp Library will provide us an excellent opportunity to co-locate both the library service desk and the IT help desk. The Help Desk Manager will have an exciting opportunity to help us shape the location and operations of the Helpdesk. The exponential growth in AI and Chatbots are helping organizations think about their appropriate use for technical support and this is another area that the Help Desk Manager will assist us in strategizing.

Primary Position Responsibilities:

• Recruit, train, and mentor Help Desk student team members, fostering a culture of excellent customer service.
• Manages all the services that are conducted specifically out of the Help Desk which includes maintenance of the circulating equipment, oversight of the inventory and student printer support (hardware, jams, paper, toner and service calls).
• Champion the modernization of our Help Desk tools and processes, with a focus on self-service solutions.
• Research, evaluate, and recommend new self-service technologies, such as chatbots.
• Help develop and maintain comprehensive self-service and internal knowledge bases and resources.
• Analyze Help Desk metrics to identify trends and opportunities for improvement, particularly in self-service adoption.
• Continuously improve Help Desk processes and workflows for optimal efficiency.
• Track and report on Help Desk performance metrics, including first contact resolution rates and client satisfaction.
• Collaborate with other departments within LTS to ensure seamless support delivery.

Performance Profile:

• The Help Desk operates efficiently and with consistent high-quality support, as measured by the number of questions resolved immediately by the Help Desk, the accuracy of the responses to and referrals for incoming questions, and the retention of LTS student employees for several semesters.
• The community is confident in and satisfied with Help Desk services, demonstrated by high levels of satisfaction and consistent/increased use by the college community.
• The community is confident in and satisfied with reliable, fast, accurate, and efficient responses to their inquiries.

Supervises:

• 25-30 Student Employees

Education Required:

• Appropriate degree (B.S./B.A. in Computer Science) or experience equivalence.

Experience Required:

• Minimum 5 years of experience in a Help Desk or IT support role.
• Strong understanding of IT service management principles.
• Excellent analytical and problem-solving skills.
• Experience with knowledge base management and content creation.
• Strong communication and interpersonal skills, with the ability to handle client escalations.
• A passion for innovation and continuous improvement in the self-service space.

Preferred Skills:

• Experience managing projects.
• Experience working with specific self-service technologies (e.g., knowledge base platforms, chatbots).
• Experience with evaluating and implementing new IT support technologies.
• Familiarity with Salesforce Service Cloud (or other case management systems), Zoom, Duo, and Google applications.
• Familiarity with MacOS and Windows environments.
• Experience hiring and supervising a team of workers.

Company Description:
Wellesley's mission is to provide an excellent liberal arts education to women who will make a difference in the world. We advance our mission by working together as a community-faculty, students, staff, and alumnae.

Embark on a fulfilling career journey at Wellesley College, where we prioritize your well-being and professional growth. As a valued member of our team, you'll enjoy a comprehensive array of benefits and resources designed to enhance both your work-life balance and long-term success.

• Competitive Compensation : Experience competitive wages ensuring your dedication is recognized and rewarded.
• Exceptional Benefits Package: Access a comprehensive benefits package, including health, dental, vision and pre-tax saving benefits, life insurance, disability coverage, and more to safeguard your health and that of your loved ones.
• Commuting and Transportation: Enjoy the convenience of free parking on our picturesque campus, easily accessible from major roadways. We are also accessible via the MBTA commuter rail.
• Paid Time Off : Take advantage of paid vacations, personal days, sick time, and holidays to recharge and maintain a healthy work-life harmony.
• Retirement Savings : Plan for the future with our retirement savings plan. Wellesley College contributes up to 10.5% towards your 403(b) plan for eligible employees
• Work/Life and Wellness: A hybrid work environment for select positions (additional details will be provided during the interview process), caregiving support through Wellthy, legal plan insurance, pet insurance d iscount and a variety of other resources including retirement planning, free onsite and virtual fitness classes and access to cultural and leisure activities throughout metro-Boston.
• Professional Development: Enhance your skills and explore growth opportunities through continuing training and pathways for growth within our supportive environment.
• Tuition and Education Benefits : Invest in your education with tuition benefits, and access resources to navigate student loan forgiveness, reinforcing our commitment to your ongoing learning.
• Campus Privileges : Enjoy free use of our state-of-the-art athletic and fitness facilities with onsite fitness classes, Library resources, and seize opportunities to attend diverse campus events that contribute to a vibrant community.

Apply today and take your first step toward a rewarding career with Wellesley College - where your unique strengths and success are celebrated as part of our shared commitment to inclusivity!

Worker Sub-Type
Administrative

Time Type
Full time

EEO Statement
At Wellesley, we embrace and honor difference and diversity. We believe the best ideas-the best solutions-draw on a range of voices, perspectives, and experiences. As a college, and as a community, we are dedicated to assuring that all members for the Wellesley community have an equal opportunity to flourish.

Wellesley College is an Equal Opportunity Employer, committed to the diversity of the college community and the curriculum . Wellesley College and all its subcontractors shall abide by the requirements of 41 CFR 60-1.4(a), 60-300.5(a) and 60-741.5(a). These regulations prohibit discrimination against qualified individuals based on their status as protected veterans or individuals with disabilities, and prohibit discrimination against all individuals based on their race, color, religion, sex, sexual orientation, gender identity or national origin. Moreover, these regulations require that Wellesley College and all of its subcontractors take affirmative action to employ and advance in employment individuals without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability or veteran status. Candidates who believe they can contribute to that goal are encouraged to apply.

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