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Help Desk Manager

Posting Details

Posting Details

Job # 034159
Department Code 21201-2010
Department School of Management
Job Title Help Desk Manager
Location Syracuse, NY
Pay Range Commensurate with Experience
Salary Grade S5
FLSA Status Exempt

Standard University business hours

8:30am -5:00pm (academic year)
8:00am – 4:30pm (summer)

Hours may vary based on operational needs.

Job Type Full-time
Campus Syracuse, NY
Unionized Position Code Not Applicable
Job Description

The Help Desk Manager leads the Whitman Service Desk in providing hands-on support and technology services to faculty, students and staff. The Help Desk Manager oversees a service desk with a volume of approximately 7000 tickets per year, serving a combination of walk-up, telephone and email requests. This position is also the primary point of contact for faculty support for teaching and research, assisting faculty in classrooms and labs, investigating and promoting new and innovative technologies and providing training and documentation in a variety of ways (in person, print, multimedia & online).


BA/BS required, MA/MS preferred. In lieu of degree, 5+ years of relevant experience.

Job Specific Qualifications

• Proven experience in managing a technology help desk or service desk.
• Demonstrated ability to independently and continuously learn new technologies, and to creatively approach problems and emerging needs.
• Demonstrated experience in supporting faculty and students with Blackboard or another Learning Management System.


• Lead the Whitman Service Desk, with a volume of 7000 tickets per year, in providing high quality hardware and software support to faculty, staff and students via phone, email or in person.
• Perform client-side application administration and provide support and training to faculty, staff and students of various off-the-shelf supported applications including the campus Learning Management System (Blackboard), web conferencing services (Adobe Connect, Skype, Google Hangouts), WordPress, and lecture capture tools and other cloud-based services used in the classroom.
• Support instructional and audio/visual technologies in classrooms and other learning spaces. Assist faculty with the integration of classroom technology into teaching practices.
• Develop and maintain web-based resources and documentation to enable faculty, students and staff to use technology resources more effectively. Develop and conduct workshops and individual trainings.
• Research and implement instructional technologies to address needs and areas of opportunity in teaching and learning. Promote the adoption and assess the efficacy of both new and existing technology solutions.
• Train, mentor and supervise professional service desk staff and student workers. Develop standard operating procedures and protocols for services.
• Research, recommend, and procure hardware and software for faculty and staff.

Physical Requirements

Not Applicable


Not Applicable

Application Instructions

In addition to completing an online application, please submit a cover letter and resume.

About Syracuse University

Syracuse University is a private research university of extraordinary academics, distinctive offerings and an undeniable spirit. With a gorgeous campus in the heart of New York State, a global footprint and a history that dates to 1870, we embrace diverse backgrounds and viewpoints.

Our student population includes nearly 15,000 undergraduates and 5,000 graduate students, representing all 50 U.S. states and 123 countries. Our proud commitment to veterans and their families is unrivaled in higher education. Home to 11 schools and colleges, Syracuse University blends the foundational power of the liberal arts with the intense focus of professional programs. We offer undergraduate, graduate, and professional degrees in Architecture, Arts and Sciences, Education, Engineering and Computer Science, Sport and Human Dynamics, Information Studies, Law, Management, Citizenship and Public Affairs, Public Communications, and Visual and Performing Arts.

A medium-sized city situated in the geographic center of the state, Syracuse, N.Y., is approximately a four-hour drive from New York City, Boston, Philadelphia, Toronto and Montreal. With a metropolitan population of 700,000, Syracuse is a center for cultural, recreational and artistic events, including the Everson Museum of Art, Syracuse Stage, Symphoria, Destiny Mall, multiple sporting events, and festivals including Jazz Fest and Winterfest. The outdoor enthusiast will enjoy having the Adirondack Mountains, the Finger Lakes, Lake Ontario, and the Thousands Islands Region within easy driving distance of the Syracuse campus.


Syracuse University is an equal-opportunity, affirmative-action institution. The University prohibits discrimination and harassment based on race, color, creed, religion, sex, gender, national origin, citizenship, ethnicity, marital status, age, disability, sexual orientation, gender identity and gender expression, veteran status, or any other status protected by applicable law to the extent prohibited by law. This nondiscrimination policy covers admissions, employment, and access to and treatment in University programs, services, and activities.

Commitment to Supporting and Hiring Veterans

Syracuse University has a long history of engaging veterans and the military-connected community through its educational programs, community outreach, and employment programs. After World War II, Syracuse University welcomed more than 10,000 returning veterans to our campus, and those veterans literally transformed Syracuse University into the national research institution it is today. The University’s contemporary commitment to veterans builds on this historical legacy, and extends to both class-leading initiatives focused on making an SU degree accessible and affordable to the post-9/11 generation of veterans, and also programs designed to position Syracuse University as the employer of choice for military veterans, members of the Guard and Reserve, and military family members.

Commitment to a Diverse and Inclusive Campus Community

Syracuse University maintains an inclusive learning environment in which students, faculty, administrators, staff, curriculum, social activities, governance, and all other aspects of campus life reflect a diverse, multi-cultural, and international worldview. The University community recognizes and values the many similarities and differences among individuals and groups. At Syracuse, we are committed to preparing students to understand, live among, appreciate, and work in an inherently diverse country and world made up of people with different ethnic and racial backgrounds, military backgrounds, religious beliefs, socio-economic status, cultural traditions, abilities, sexual orientations and gender identities. To do so, we commit ourselves to promoting a community that celebrates and models the principles of diversity and inclusivity.

Job Posting Date 01/03/2018
Application Deadline
Full Consideration By
Job Category Staff
Message to Applicants

Applicant Documents

Required Documents
  1. Resume/CV
  2. Cover Letter
Optional Documents

Supplemental Questions

Required fields are indicated with an asterisk (*).

  1. Please let us know how you heard of this position.
    • Chronicle of Higher Education - newspaper
    • Diverse Issues in Higher Education
    • Academic Keys
    • Syracuse Post Standard - newspaper
    • LinkedIn
    • The Academic Network
    • Twitter/@sujobs
    • Colleague recommendation
    • SUJobOpps
    • Other
  2. If "other",please let us know how you heard about this position. (or enter N/A)

    (Open Ended Question)