Manager, IT Help Center

Information Technology (IT) supports the vision, values, mission, and goals of the University through providing IT infrastructure, systems, administrative applications, academic resources and related services to faculty, students and staff. Embracing DU’s Impact 2025, the division partners with administrative and academic units to align strategic goals and operational plans, providing unified service in the spirit of “One DU”.

Position Summary

Reporting to the Assistant Vice Chancellor of IT Customer Services, this position is responsible for the oversight of the multiple levels of service and support for the campus-wide Information Technology Help Center. Responsibilities include the management, hiring, training, and workflow of staff, including hands-on contribution and scheduling to maintain the hours of operation; working with faculty, students, staff, and community members to resolve issues in a timely manner; and coordination of tiered support and escalation procedures. This position requires the individual to remain current with the university environment and industry standards and best practices; work within a collaborative team environment; have an in-depth understanding of established procedures; the ability to resolve complex issues and ensure exceptional customer service.

Essential Functions

• Responsible for the day-to-day management of the of IT Help Center, providing multiple levels of service and support campus-wide including the Help Desk, Field Support, and the Call Center.
• Coordinates the daily workflow, managing calls, remote and walk-in requests, and determining department priorities based on needs assessment.
• Monitors incidents, statistics, and queues daily, weekly, monthly, quarterly, and annually to identify trends, to effectively implement changes, and to create policies and procedures.
• Responsible for maintaining and improving resolution rates within the IT Help Center, acting as an escalation point as a way of improving services, training, and identifying trends.
• Schedules, organizes, and collaborates departmental services and resources to support the various service requirements in collaboration with tiered support and escalation procedures.
• Provides customer service utilizing IT standards, policies, and procedures along with strong organizational, analytical and problem-solving skills to evaluate situations and make recommendations, taking prompt and effective corrective action.
• Trains all IT service management users within the university's ticketing system on core modules and functionality.
• Participates on various IT projects and serves as a member of the Change Advisory Board.
• Maintains and manages laptop loaner inventory and requests, evaluates student laptop requirements working with relevant departments to ensure proper specifications, and coordinates repairs.
• Oversees the creation of knowledge articles and FAQs for internal IT users and the external community knowledge base.
• Coordinates employee schedules and conducts regular staff meetings, providing technical training and best practices to improve skill sets and optimize individual and team performance.
• Supervision of 3 appointed benefitted employees.
• Direct Supervision of 6-8 hourly non-benefitted employees, which could include student hourly and work-study, and the Direct Supervision of all Sub-Departments in the IT Help Center, which would include an additional 10-12 hourly non-benefitted employees.
• Serves as an integral part in hiring, training, developing, and managing performance for staff.

Knowledge, Skills, and Abilities

• Strong verbal and interpersonal communication skills.
• Must be able to communicate with diplomacy, tact, and judgment, both in person, virtually, and on the telephone.
• Ability to gather and organize information for the purpose of identifying needs and possible solutions.
• Must be able to analyze, troubleshoot, organize work, set priorities and develop possible solutions for problems.
• Ability to prioritize work requests, manage projects, and be able to concentrate and not be distracted while performing tasks.
• Good organizational skills, punctuality, and dependability.
• Must be able to perform well under pressure and be able to change behavior in relation to others actions.

Required Qualifications

• Bachelors Degree and/or 5 years work experience or equivalent combination of education and work experience.
• 2 to 5 years of progressive experience in help desk/call center environment.
• Experience working with PC/Mac hardware and software.
• Knowledge of help center operations, experience in support of technologies, and an understanding of customer-focused services in a fast-paced environment.
• 3 or more years of supervisory experience.

Preferred Qualifications

• More than 8 years of demonstrated experience in a college or university environment.
• 5 to 8 years of progressive experience in help desk/call center environment.

Working Environment

• The work environment is a university with cyclical periods of increased workloads with the possibility of moderate to high stress levels.
• The department is highly automated with attention paid to ergonomics and safety.
• The unit is one of several working collaboratively and cooperatively in a team-based organization.
• The position may require working irregular hours including both weekends and evenings.
• The work environment consists of surroundings with moderate noise levels and frequent contact with electrical devices.

Physical Activities

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions which include:

• Ability to sit in front of a computer for an extended period of time.
• Stand, walk, sit, use hands to finger, handle, or feel objects, tools or controls; teach with hands and arms; climb stairs; balance; stoop, kneel, crouch and crawl under desk/tables to troubleshoot cables and network connections; talk or hear; walk-up flights of stairs.
• The employee must occasionally lift and/or move up to 50 pounds.

Work Schedule

Monday - Friday, 8:00 a.m. - 4:30 p.m.

Application Deadline

For consideration, please submit your application materials by 4:00 p.m. (MST) March 7, 2025.

Special Instructions

Candidates must apply online through jobs.du.edu to be considered. Only applications submitted online will be accepted.

Salary Grade Number

The salary grade for the position is 12.

Salary Range

The salary range for this position is $80,000-$85,000.

The University of Denver has provided a compensation range that represents its good faith estimate of what the University may pay for the position at the time of posting. The University may ultimately pay more or less than the posted compensation range. The salary offered to the selected candidate will be determined based on factors such as the qualifications of the selected candidate, departmental budget availability, internal salary equity considerations, and available market information, but not based on a candidate’s sex or any other protected status.

Benefits

The University of Denver offers excellent benefits, including medical, dental, retirement, paid time off, tuition benefit and ECO pass. The University of Denver is a private institution that empowers students who want to make a difference. Learn more about the University of Denver.

Please include the following documents with your application:

The University of Denver is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including sex stereotypes, sex characteristics, sexual orientation, gender identity, and gender expression), marital, family, or parental status, pregnancy or related conditions, national origin, disability, or status as a protected veteran. The University of Denver does not discriminate and prohibits discrimination on the basis of race, color, national origin, ancestry, age, religion, creed, disability, sex (including sex stereotypes, sex characteristics, sexual orientation, gender identity, and gender expression), marital family, and parental status, pregnancy, genetic information, military enlistment, or veteran status, and any other class of individuals protected from discrimination under federal, state, or local law, regulation, or ordinance in any of the University’s educational programs and activities, and in the employment (including application for employment) and admissions (including application for admission) context, as required by Title IX of the Education Amendments of 1972; the Americans with Disabilities Act; Section 504 of the Rehabilitation Act of 1973; Title VI and VII of the Civil Rights Act of 1964; the Age Discrimination Act of 1975; the Age Discrimination in Employment Act of 1967; the Equal Pay Act; the Colorado Equal Pay for Equal Work Act; the Colorado Protecting Opportunities and Worker's Rights ("POWR") Act; and any other federal, state, and local laws, regulations, or ordinances that prohibit discrimination, harassment, and/or retaliation. For more information, please see the University of Denver's Non‑Discrimination‑Statement.

All offers of employment are contingent upon satisfactory completion of a criminal history background check.