Desktop Lead

We are seeking a Desktop Lead to build strong relationships within Information Technology Services (ITS), across campus departments, and with key stakeholders. You'll focus on exceeding service quality goals while enhancing end-user productivity and satisfaction. By analyzing performance metrics, you'll identify opportunities to improve service delivery. You'll play a leadership role in planning and executing initiatives, provide strategic recommendations, and contribute to shaping the department's technical direction. Your ability to create a compelling vision, guide others through change, and develop desktop technicians will be essential for success in this role. 

Onsite Requirement: Monday-Friday in Fresno, CA

• Responsible for front line support of institutional users of enterprise applications, desktops, networks, and information resources. 
• Address escalated user support issues, providing advanced problem-solving for hardware, software, network, and application-related problems. 
• Lead desktop support initiatives, including rollouts, upgrades, and system migrations, ensuring timely and seamless execution. 
• Oversee ticket resolution, identify trends, and proactively address recurring issues to minimize disruptions. 
• Work closely with other IT teams (networking, systems, security) to facilitate cross-functional solutions. 
• Contribute to the development and enhancement of desktop support policies, procedures, and knowledge base resources. 
• Supervise, train, and mentor a team of desktop support technicians, ensuring they maintain high standards of service delivery. Assign and coach support specialists through new and routine tasks.  
• Oversee the day-to-day operations of the team, ensuring workload equity, adherence to standards and services, and consistent and reliable deliverables that meet customer and organizational expectations. This includes developing staffing plans, schedules, and proposals to ensure effective planning and optimal resource allocation.  
• Responsible for managing Help Desk requests, incidents, and problems, monitoring, and managing support queues to ensure timely issue resolution and provide high-quality customer service.  
• Oversee the documentation of the team's processes, knowledge base, and self-service capabilities for the faculty, staff, and students we support. 
• Track data and write reports on team objectives and metrics.  
• Test and update existing and new software to ensure compatibility and utility.  
• Monitor and maintain desktop services throughout the organization, assigning resources to ensure operations.

• Familiarity with service center technologies, such as telephone systems and ticketing systems. 
• Technical and operational proficiency solving problems of moderate complexity.   
• Knowledge of Microsoft Office Suite (Word, Excel, PowerPoint, Outlook) and/or Google apps.  
• Strong written and verbal communication skills.  
• Ability to explain technical concepts and train others in non-technical terms.  
• A strong focus on customer service.  
• Good organizational skills with a keen attention to detail.  
• Ability to work independently and as part of a team.  
• Ability to manage multiple tasks and prioritize effectively.  
• Proficiency in IT support tools and practices. 
• Strong understanding of IT service desk processes, including incident management and knowledge management. 
• Excellent communication skills, including the ability to adapt to different tones, audiences, and organizational and unit dynamics. 

• Bachelor's degree or equivalent combination of education, certification, and experience (preferably in computer science, business computing, or a related field). 
• 5+ years of related professional experience, 1+ years supervisory experience, including recruiting, mentoring, career development, performance management, leadership, and team building. 

• Professional IT certifications such as CompTIA ITF+, A+, Network+, Security+, or Server+, etc.
• ITIL Certification
• 2-5 years of related desktop experience.

What You Can Expect from Us

At CampusWorks, we don't just help our clients succeed; we help our employees succeed. Competitive pay, robust benefits for full-time employees, and professional development opportunities are a few of the many reasons that CampusWorks is a great place to build your career.

Our employees enjoy:

Meaningful work. Our employees often tell us that their work gives them a sense of purpose because it makes a difference in the lives of students and educators. CampusWorks Inc., as a large consulting firm,  provides its employees with an opportunity to work both onsite and remotely with our clients across the United States and in Canada.  With the nature of our clients’ work evolving quickly,  we’re all being asked to support larger CampusWorks initiatives. Upon joining CampusWorks in a consulting role, your talent and expertise may be applied to a range of projects, assignments, and clients. 

A CEO who cares. Chairman and CEO Liz Murphy has made it her mission to create a culture that appreciates and takes good care of its people. As a result, being an employee of CampusWorks feels like being a member of a big family.

A virtual and onsite workplace. In an effort to reduce our environmental footprint, CampusWorks became a virtual company in 2012. As such, our team members are located across the U.S. and Canada, where they work from their home offices and at client sites.

Flexibility. We value work-life balance because we know that happy employees create happy customers. That's why CampusWorks offers both full-time and part-time 1099 consulting career opportunities to fit life's unique demands.

A company that gives back. Every year CampusWorks proudly supports numerous charitable fundraising initiatives that align with our vision to make higher education accessible to everyone.

 At CampusWorks, we value the unique backgrounds, experiences, and perspectives each CampusWorker (we call ourselves CampusWorkers) brings to our workplace each day. We believe everyone deserves a fair shot at success and appreciate the experiences each person brings beyond the traditional job requirements. If you are passionate about higher education and creating Happy Campuses, let's talk!  If you’re a close but not exact match with the description, we hope you’ll still consider applying.  

About CampusWorks

Founded in 1999, CampusWorks is dedicated to helping higher education overcome business and technological challenges that stand in the way of student success and completion. We work with community colleges, technical colleges, four-year public and private institutions, multi-college districts, and statewide higher education systems to tackle problems big and small. Our services are rooted in systems thinking and reach across the institution—from Student Services to Human Resources to Finance to Academics—to achieve transformative results.

Want to learn more about life at CampusWorks? Visit https://www.campusworksinc.com/about/ to see how we empower Higher Education to reach its full potential

Friendly Note to External Agencies:

At CampusWorks, we kindly request that you please refrain from submitting blind submissions or resumes/CVs on behalf of recruitment agencies. To ensure a smooth and effective collaboration, we would like to inform you that any candidates sent to us without a signed agreement in place will regrettably not be accepted or considered as a submission.

AAP/EEO Statement: 

CampusWorks, Inc. provides equal employment opportunities (EEO) and Affirmative Actions (AA) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, gender identity, national origin, age, disability, genetic information, marital status, amnesty or status as a covered veteran in accordance with applicable federal, state and local laws.

Notice to all Applicants:

Please click on the links below for more information on these important topics:

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