- Code
- 0313
- PCLS
- C5032
- Pay Grade
- 123
- Exempt
- No
- ORP
- No
- EEO Code
- 5
- Title
- Help Desk Manager
- Description
The Help Desk Manager plays a critical role in supporting the technology needs of students, faculty, and staff across the institution. This position oversees the daily operations of the IT Help Desk, ensuring responsive, knowledgeable, and courteous support for a wide range of academic and administrative technologies. Reports to the Chief Information Officer.
- Examples
Manage the intake, triage, and resolution of support requests via phone, email, walk-in, and ticketing systems. Ensure timely resolution of issues related to learning management systems (LMS), classroom technology, campus Wi-Fi, email, and other academic tools. Serve as an escalation point for complex or high-impact issues. Monitor service metrics and user feedback to improve Help Desk performance. Supervise and develop Help Desk staff, including student workers and full-time technicians. Coordinate staffing schedules to ensure coverage during peak academic periods. Maintain and update knowledge base articles and self-service resources for end-users. Ensure compliance with institutional IT policies and data security standards. Work closely with instructional technology, networking, and systems teams to coordinate support efforts. Communicate effectively with faculty, staff, and students to understand and address their technology needs. Provide regular reports to IT leadership on Help Desk performance and trends. Performs other related duties as assigned.
- Physical Condition
.
- Experience
At least 5 years of experience in IT support. Experience supporting technology in a higher education setting is strongly preferred. Familiarity with academic technologies such as LMS (e.g., Canvas, Blackboard), SIS (e.g., Banner, PeopleSoft), and classroom AV systems.
- Knowledge
Knowledge of Higher Education funding and business processes. Familiarity with Security and State compliance standards
- Education
Bachelor's Degree preferred.
- Additional Requirements
Strong interpersonal and communication skills. Ability to promote a customer-focused environment that supports the academic mission of the institution.
- Standard Requirements
-
Requires the ability to maintain positive working relationships with students, faculty, staff, and the community. Must adhere to University’s core values: People-Centered, Community, Integrity, Visionary, and Connections, per the MSU Texas Values Journey. Personal cell phone usage may be required to complete position duties, including multi-function authentication requirements. Regular reliable attendance is required.
This position is designated as security sensitive (Mod) and requires a criminal background check. Position is designated as a Responsible Employee as outlined by Title IX. May serve as Campus Security Authority as outlined by the Clery Act.
Last Updated 02-23-2026