Helpdesk Supervisor

The Information Technology Department at Saint Michael's College invites applications for a Helpdesk Supervisor. The College is seeking a qualified individual to lead and oversee the daily operations of the helpdesk while ensuring exceptional end-user support, effective student staff management, and collaborative assistance to the data center and networking teams to maintain dependable and responsive IT services.

Responsibilities include, but are not limited to:  

• Supervise, train, and mentor student helpdesk staff to ensure high-quality end-user support
• Develop schedules, assign tasks, and monitor daily operations of the helpdesk
• Enforce helpdesk policies, procedures, and service-level expectations
• Monitor ticketing system to ensure timely and effective resolution of helpdesk tickets
• Serve as the primary point of contact for escalating user concerns by providing escalation support for complex technical issues and coordinating with other IT teams as necessary
• Conduct regular performance evaluations and provide feedback to student staff
• Maintain documentation of processes, FAQs, and knowledge base articles to support staff development and user self-service
• Track and analyze helpdesk metrics to identify trends, recurring issues, and areas for improvement
• Ensure a high standard of customer service and user satisfaction

The salary range for this position is $55,000-$ 65,000. For the full job description, click here. 

We recognize that people assess their skills and experience differently. Studies have shown that some candidates may hesitate to apply for a position unless they feel they meet every qualification listed. However, many of the skills and responsibilities in this role can be developed on the job. If you believe you could bring value to our students and community and meet most of what we’re looking for, we encourage you to apply.

We are an equal opportunity employer and welcome applicants from all backgrounds. All qualified candidates will receive consideration for employment without regard to race, color, religion, sex, national origin, age, disability, veteran status, or any other protected characteristic under applicable law.

Benefits include health, dental, vision, employer-paid life and disability insurance, voluntary life, critical illness and accident insurance options, parental leave, flexible spending accounts (healthcare and dependent care), 401(k), generous paid time off, paid holidays, employee and dependent tuition benefits, employee and family assistance program, well-being programs and opportunities, discounted gym membership, paid volunteer time, use of the athletic facilities and the library, and countless opportunities to attend presentations, lectures, and other campus activities.  
 
Required Qualifications:

• Bachelor’s degree or equivalent combination of education and experience
• 3-5 years of technical and computer-related work experience and background
• Familiarity with Microsoft Office / Outlook, Microsoft Windows, MacOS, and Linux
• Familiarity with a helpdesk ticketing system
• Strong communication and customer service skills
• Experience in trouble shooting/problem resolution

An offer of employment will be contingent upon the successful completion of credit and background checks. 

Application Instructions: 

Please be prepared to attach the following documents after clicking on Apply Now button: 

• Resume 
• A cover letter that includes a statement articulating your skills and experiences as a Helpdesk professional and how you will contribute to the goals and mission of Saint Michael’s College.

Review of applications will begin on November 3, 2025. The position remains open until it is filled. For a complete job description, benefits information, and to apply online, please visit: Saint Michael's College Careers.