IT Manager - Helpdesk

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Overview

Mentoring the Service Desk Tier 1 & Tier 2 teams, providing guidance and conducting performance evaluations. Monitor the teams performance, foster positive customer relationships and drive customer satisfaction. Monitor and report ticket volume, operational performance metrics, accomplishments and priorities in weekly status meeting. Manage escalations and ensure issues are being resolved in a timely manner. Manage third party vendor relationships and Service levels. Make recommendations for implementing operational efficiencies. Perform the role of Incident Process Manager ensuring the process is meeting the needs for all service owners and being followed.

Required Skills and Abilities
1. Developed analytical, critical thinking, and problem-solving skills, with strong decision-making capabilities.
2. Proven ability to lead and manage staff, including hiring, training, and development. Experience working in a help desk environment.
3. Excellent interpersonal, written, and oral communication skills with the ability to interact effectively with various stakeholders.
4. Strong organizational skills with the ability to manage multiple complex projects and meet deadlines. Demonstrated experience with ServiceNow reporting and analytics. Knowledge of IT Service Management Practices including a focus on incident and problem solving.
5. Proficiency in relevant technical and management tools, including MS Office Suite, project management software, and specific technical systems related to the role.

Preferred Skills and Abilities
1. Advanced degree in a related field such as Computer Science or Information Technology.
2. Proven experience in higher education or healthcare environments, including familiarity with sensitive data policies like FERPA and HIPAA.
3. Industry certifications such as ITIL or project management methodologies.
4. Familiarity with database management, data integration, and visualization tools, including SQL and cloud technologies.
5. Leadership experience in managing large technical teams and implementing organizational changes. Experience managing bargaining unit staff.

Principal Responsibilities

1. Provides supervision to a unit or group of operational or technical employees.
2. Establishes and delegates day-to day tasks to meet unit/department objectives.
3. Ensures compliance with department, University policies, procedures, and internal controls.
4. Ensures accountability and stewardship of operational, financial and staff resources in compliance with department & University standards.
5. Oversees and manages segments of larger projects, developmental trainings, presentations, and communications.
6. Provides coaching, training, and mentorship to level 1 and 2 staff and/or non-exempt staff.

Required Education and Experience

Bachelor's Degree and four years of experience or equivalent education and experience.

Skills and Abilities

Developed analytical, critical thinking and problem-solving skills.

Developed interpersonal, written, communication, presentation, and organizational skills.

Proven ability to lead and manage staff.

Proven expertise with systems analysis methods and techniques.

Knowledge of commonly used concepts, practices, and procedures.

Job Posting Date
03/16/2026

Job Category
Manager

Bargaining Unit
NON

Compensation Grade
GS-3

Compensation Grade Profile
GS-3j

Salary Range
$97,500.00 - $146,250.00

Time Type
Full time

Duration Type
Staff

Work Model
Hybrid

Background Check Requirements

All candidates for employment will be subject to pre-employment background screening for this position, which may include motor vehicle, DOT certification, drug testing and credit checks based on the position description and job requirements. All offers are contingent upon the successful completion of the background check. For additional information on the background check requirements and process visit "Learn about background checks" under the Applicant Support Resources section of Careers on the It's Your Yale website.

Health Requirements

Certain positions have associated health requirements based on specific job responsibilities. These may include vaccinations, tests, or examinations, as required by law, regulation, or university policy.

Posting Disclaimer

Salary offers are determined by a candidate's qualifications, experience, skills, and education in relation to the position requirements, along with the role's grade profile and current internal and external market conditions.

The intent of this job description is to provide a representative summary of the essential functions that will be required of the position and should not be construed as a declaration of specific duties and responsibilities of the position. Employees will be assigned specific job-related duties through their hiring department.

The University is committed to basing judgments concerning the admission, education, and employment of individuals upon their qualifications and abilities and seeks to attract to its faculty, staff, and student body qualified persons from a broad range of backgrounds and perspectives. In accordance with this policy and as delineated by federal and Connecticut law, Yale does not discriminate in admissions, educational programs, or employment against any individual on account of that individual's sex, sexual orientation, gender identity or expression, race, color, national or ethnic origin, religion, age, disability, status as a special disabled veteran, veteran of the Vietnam era or other covered veteran.

Inquiries concerning Yale's Policy Against Discrimination and Harassment may be referred to the Office of Institutional Equity and Accessibility (OIEA).

Note

Yale University is a tobacco-free campus.