Manager of Help Desk Plus

What We Are Looking For

The Manager of Helpdesk Plus is responsible for providing leadership and support in the implementation of new technologies and ensuring the efficient operation of information technology systems and data operations. This role requires strong leadership skills, technical expertise, and the ability to collaborate with various stakeholders. The Manager of Helpdesk Plus will oversee Helpdesk Plus and provide guidance to staff members including student workers. This position reports to the Senior Director of Client Services.

A Bachelors degree, three years of relevant work experience, and a Christian faith are required. Five years of relevant work experience are preferred.

A combination of education and experience will be considered.

All applicants must be currently authorized to work in the United States on a full-time basis.

What You Will Do

• Stay up-to-date with emerging technologies and recommend their adoption where appropriate.
• Lead and supervise the deployment of new technologies within the department
• Develop and maintain a strategic vision for Helpdesk Plus:
• Create and implement strategies to enhance the Helpdesk Plus services.
• Collaborate with the Senior Director of Client Services to align departmental goals with the overall IT strategy.
• Collaborate with other departments and stakeholders to plan and execute system upgrades and software updates.
• Communicate effectively with end-users regarding changes and improvements.
• Collaborate with other ITS and campus constituents:
• Foster strong working relationships with other ITS departments and campus stakeholders.
• Coordinate efforts with other ITS teams to ensure smooth integration and support across systems.
• Recruit, train, and evaluate Helpdesk Plus student workers.
• Provide ongoing guidance, support, and professional development opportunities to enhance their skills and performance.
• Assist with departmental budget preparation and processes:
• Collaborate with the Senior Director of Client Services to develop and manage the department's budget.
• Monitor expenditures and ensure compliance with budgetary guidelines
• Collaborate with vendors to assess and acquire technology products and services.
• Evaluate and recommend hardware and software solutions that align with departmental needs.
• Analyze and prepare reports as needed.
• Generate regular reports on helpdesk activities, performance metrics, and user satisfaction.
• Identify trends, patterns, and areas for improvement based on data analysis.
• Adapt to changing needs and priorities within the department.
• Contribute to cross-functional projects and initiatives as required.
• Perform all other duties as assigned to support Baylor’s mission
• Ability to comply with University policies
• Maintain regular and punctual attendance

What You Can Expect

As part of the Baylor family, eligible employees receive a comprehensive benefits package that includes medical, dental, and vision insurance, generous time off, tuition remission, and outstanding automatic retirement contributions. Baylor has a comprehensive benefits plan that supports you and your family’s wellbeing and allows you to be a part of the life of a vibrant and active college campus. To learn more, go to Baylor Benefits & Advantages.

Explore & Engage

Learn more about Baylor and our strategic vision, Illuminate . Also, explore our great hometown of Waco and the many opportunities to engage locally. If you are new to Central Texas, This is Waco!