Job Overview

position title: its service desk lead

posting number: s174p

department: information technology services

position type: staff

job description: job summary
the service desk lead at hillsdale college guides the operations of the information technology service help desk, delivering high-quality technical support to faculty, staff, students, and guests. we are seeking an it support professional who can join our 40+ person its department to drive the transition from a skilled help desk to an itil -aligned service desk. this role requires a blend of technical expertise and operational leadership to ensure efficient service delivery and facilitate the adoption of standardized processes.

the ideal candidate will have three or more years of help desk or service desk experience in an organization serving 3000+ users, with at least one year in a lead or supervisory role, a commitment to exceptional technical support, and the ability to lead a team through a transformative period in a dynamic higher education environment.

while technical proficiency is critical, the successful candidate will excel at implementing itil processes to enhance the service desk function.

essential job functions

customer and technical support

• lead the delivery of first-tier technical support services to faculty, staff, students, and remote customers, ensuring timely and effective resolution of issues.
• troubleshoot and resolve complex issues on windows and macos systems, ios/android mobile devices, and network connectivity in an active directory and cloud-based environment.
• support the deployment and troubleshooting of common software applications, including microsoft office suite, google g suite, box, modern web browsers (chrome, firefox, edge, safari), and video conferencing tools (e.g., zoom, teams).
• contribute to the design and management of a comprehensive it knowledge management system to enable self-service solutions for users and support analysts.
• maintain flexibility in scheduling, including periodic availability for after-hours support, to meet the demands of 24/7 it service expectations for our residential campus.

operational excellence

• implement and refine itil -aligned processes (e.g., incident management, service request management, problem management) to transition from a reactive help desk to a proactive service desk.
• define, monitor, and analyze key performance indicators (e.g., first-call resolution rate, mean time to resolve, user satisfaction) to drive operational improvements and confirm value delivery.
• prepare reports for its leadership on service desk productivity, capacity, and performance metrics.
• support change enablement by reviewing change requests to minimize disruptions and risks to it services.
• coach analysts to enhance technical and customer service skills, fostering career development and alignment with service desk objectives.
• collaborate with it teams and vendors to align service desk operations with hillsdale college's academic and administrative needs.
• engage in at least 40 hours of continuing education annually to stay current with technology trends and itil practices impacting service desk operations.

required qualifications: education and experience

minimum requirements

• at least 3 years of experience in a technical support role in higher education or enterprise environments, with a proven track record of leading a support team.
• associate degree or equivalent experience required; bachelor's degree in computer information systems, management information systems, information technology, business administration (with an it or technology management focus) or related field preferred.

desired training and certifications

itil 4 foundation, comptia a+, or related

other skills: expert-level skills

• communication: strong written and verbal communication skills to interact with all levels of the college, manage user expectations, and guide analysts during the service desk transition.
• service management: formal training in itil 4 framework, focusing on incident management, service request management, and support delivery in a higher education environment.
• help desk: proficiency in using help desk software (e.g., solar winds, servicenow ) to track, prioritize, and resolve user requests efficiently.
• operating systems: advanced knowledge of windows and macos support in an active directory environment, including security settings, network configuration, and system troubleshooting.
• software applications: expertise in configuring and troubleshooting microsoft office suite, google g suite, modern web browsers, and video conferencing tools (e.g., zoom, teams).
• knowledgebase: ability to contribute to and manage a knowledge base to support self-service and analyst efficiency.
• coaching: skills in mentoring analysts to improve technical and customer service capabilities and support career growth.

proficient-level skills

• active directory: working knowledge of user-related administration (e.g., password resets, account creation, mfa setup/resets).
• mobile devices: proficiency in ios and android configuration and troubleshooting for smartphones and tablets.
• accessibility: familiarity with accessibility standards and assistive technologies to support users with disabilities.
• privacy and security: basic understanding of data privacy (e.g., hipaa ) and security practices relevant to higher education.
• asset management: experience with it asset tracking, data sanitization, and maintaining audit logs for compliance.
• support tools: familiarity with remote desktop and support tools (e.g., microsoft remote desktop, bomgar).

code of commitment

be a good representative of hillsdale college to promote the liberal arts, the college's original articles of association, and operating principles stated in the staff code of commitment. the mission statement should be considered in all aspects of the position. the teaching of christian faith shall remain a conspicuous aim of the college.

open date: 07/17/2025

open until filled: yes

supplemental questions:

required fields are indicated with an asterisk ( ).

documents needed to apply (required documents & optional documents): required documents

1. resume
2. cover letter

optional documents

pi29af92df8d32-0330