Senior IT Service Desk Manager Position

Specific Responsibilities: Manage and lead the help desk team, fostering a collaborative and high-performance environment. Develop, implement, and oversee training programs for help desk staff, including creation of comprehensive training materials. Establish and maintain help desk processes and procedures to ensure consistent, high-quality service. Serve as the primary point of contact for complex public inquiries related to OPE postsecondary data, data products, and reports. Oversee the development and regular updates of instructional handbooks and user guides. Monitor help desk performance metrics and implement improvements to enhance service quality. Ensure compliance with Title IV legislation and the Higher Education Opportunity Act (HEOA) in all help desk operations. Collaborate with cross-functional teams to ensure alignment between help desk operations and program requirements. Maintain clear documentation of help desk procedures, training protocols, and issue resolution processes. Develop and maintain knowledge base of common issues and their resolutions. Requirements: Education: Bachelor's degree in a related field Experience: 5+ years of experience managing help desk operations, preferably in an educational or government environment Skills: Strong leadership and staff development capabilities Expertise in help desk management and training development In-depth knowledge of Title IV legislation and HEOA Familiarity with OPE postsecondary data, including IPEDS, CSS, EADA, and CATC Experience responding to public inquiries Knowledge of federal contract management Excellent communication and interpersonal skills Ability to manage multiple priorities in a dynamic environment