Overview
On Site
USD 45,000.00 - 55,000.00 per year
Full Time
Skills
FLSA
Recruiting
Facilitation
Teaching
Personal Development
Distance Education
Partnership
Higher Education
Accessibility
Regulatory Compliance
Issue Tracking
Documentation
Knowledge Base
Laptop
AV
Collaboration
Educational Technology
Multimedia
Onboarding
Customer Satisfaction
IT Service Management
Network
WCC
Dependability
Operating Systems
Computer Hardware
Enterprise Software
Microsoft Office
Debugging
Business Process
Leadership
Communication
Training
TCP/IP
Audiovisual
Management
Technical Support
Help Desk
Supervision
Job Details
Title: Helpdesk Manager
Agency: Wytheville Community College
Location: Wythe - 197
FLSA: Nonexempt
Hiring Range: $45,000-$55,000 based on experience
Full Time or Part Time: Full Time
Additional Detail
Job Description:
The mission of Wytheville Community College is dedicated to facilitating student success and fostering excellence through teaching while providing personal development, lifelong career growth, community leadership, economic advancement, and cultural enrichment for the citizens of the counties of Bland, Carroll, Grayson, Smyth, and Wythe and the city of Galax. To achieve this mission and to fulfill its role as an educational leader and partner, Wytheville Community College commits to a student-centered environment by: providing programs and courses in occupational-technical education, college transfer education, general education, developmental education, distance education, continuing education, and workforce development; utilizing a broad range of instructional technologies, methods, materials, and facilities that are designed to meet the diverse needs of students; offering a supportive, comprehensive program of student development services that contribute to student persistence, success, and citizenship; fueling regional and state economic development by forging partnerships with businesses, industries, public agencies, civic groups, public schools, and other institutions of higher education not only within the service region but throughout the Commonwealth; promoting Appalachian Culture and cultural opportunities of Southwest Virginia; promoting accessibility; promoting accessibility and affordability; and ensuring quality in all programs and services.
The Helpdesk Manager is responsible for overseeing daily helpdesk operations, ensuring the delivery of timely, efficient, and customer-focused technical support to faculty, staff, and students. This position plays a vital leadership role, managing student staff and Tier I/II technical support, and ensuring that helpdesk services align with organizational goals, security protocols, and compliance standards. The ideal candidate will have strong technical knowledge, excellent communication skills, and a proven ability to lead a responsive IT support team in a dynamic, mission-driven environment.
Working under the guidance of the Technology Director, this role manages the daily operations of the Helpdesk, ensuring that service requests and incidents are logged, tracked, and resolved in a timely and efficient manner using the college's ticketing system TeamDynamix. Develop and maintain support documentation, FAQs, and knowledge base articles. Coordinate and participate in the installation, maintenance, and troubleshooting of desktop hardware, laptops, peripherals, and software. Ensure all smart classrooms, computer labs, and instructional spaces are operational and properly configured with AV equipment, projectors, sound systems, and control panels. Respond promptly to classroom technology issues, especially during class hours, to minimize instructional disruption. Collaborate with faculty to support the use of instructional technology and multimedia tools. Support onboarding processes by ensuring new faculty and staff receive appropriate technology access and orientation. Serve as a point of escalation for unresolved technical issues and maintain a high level of customer satisfaction through timely and professional communication. Notify the campus community of system outages, updates, and emergency support information.
As part of the IT Services team, this role collaborates with network, and enterprise application staff to maintain a consistent and functional IT environment across all WCC college locations. The position may coordinate with VCCS and third-party vendors as needed for support issues and service requests. skills and contribute to the college's mission by supporting dependable and responsive technology services.
Minimum Qualifications:
Advanced understanding of operating systems, PC hardware/software, and enterprise software suites (Microsoft 365, Google Workspace);
Demonstrated ability to troubleshoot and debug complex software and business process issues; Strong leadership and interpersonal communication skills, with experience managing and training staff or student workers;
Familiarity with LANs, TCP/IP, and enterprise IT environments;
Experience supporting audio/video systems in educational or office environments;
Strong organizational and time-management skills, with the ability to prioritize and meet service expectations; and
3+ years of IT support or helpdesk experience
Additional Considerations:
One year in a supervisory role or lead role.
Agency: Wytheville Community College
Location: Wythe - 197
FLSA: Nonexempt
Hiring Range: $45,000-$55,000 based on experience
Full Time or Part Time: Full Time
Additional Detail
Job Description:
The mission of Wytheville Community College is dedicated to facilitating student success and fostering excellence through teaching while providing personal development, lifelong career growth, community leadership, economic advancement, and cultural enrichment for the citizens of the counties of Bland, Carroll, Grayson, Smyth, and Wythe and the city of Galax. To achieve this mission and to fulfill its role as an educational leader and partner, Wytheville Community College commits to a student-centered environment by: providing programs and courses in occupational-technical education, college transfer education, general education, developmental education, distance education, continuing education, and workforce development; utilizing a broad range of instructional technologies, methods, materials, and facilities that are designed to meet the diverse needs of students; offering a supportive, comprehensive program of student development services that contribute to student persistence, success, and citizenship; fueling regional and state economic development by forging partnerships with businesses, industries, public agencies, civic groups, public schools, and other institutions of higher education not only within the service region but throughout the Commonwealth; promoting Appalachian Culture and cultural opportunities of Southwest Virginia; promoting accessibility; promoting accessibility and affordability; and ensuring quality in all programs and services.
The Helpdesk Manager is responsible for overseeing daily helpdesk operations, ensuring the delivery of timely, efficient, and customer-focused technical support to faculty, staff, and students. This position plays a vital leadership role, managing student staff and Tier I/II technical support, and ensuring that helpdesk services align with organizational goals, security protocols, and compliance standards. The ideal candidate will have strong technical knowledge, excellent communication skills, and a proven ability to lead a responsive IT support team in a dynamic, mission-driven environment.
Working under the guidance of the Technology Director, this role manages the daily operations of the Helpdesk, ensuring that service requests and incidents are logged, tracked, and resolved in a timely and efficient manner using the college's ticketing system TeamDynamix. Develop and maintain support documentation, FAQs, and knowledge base articles. Coordinate and participate in the installation, maintenance, and troubleshooting of desktop hardware, laptops, peripherals, and software. Ensure all smart classrooms, computer labs, and instructional spaces are operational and properly configured with AV equipment, projectors, sound systems, and control panels. Respond promptly to classroom technology issues, especially during class hours, to minimize instructional disruption. Collaborate with faculty to support the use of instructional technology and multimedia tools. Support onboarding processes by ensuring new faculty and staff receive appropriate technology access and orientation. Serve as a point of escalation for unresolved technical issues and maintain a high level of customer satisfaction through timely and professional communication. Notify the campus community of system outages, updates, and emergency support information.
As part of the IT Services team, this role collaborates with network, and enterprise application staff to maintain a consistent and functional IT environment across all WCC college locations. The position may coordinate with VCCS and third-party vendors as needed for support issues and service requests. skills and contribute to the college's mission by supporting dependable and responsive technology services.
Minimum Qualifications:
Advanced understanding of operating systems, PC hardware/software, and enterprise software suites (Microsoft 365, Google Workspace);
Demonstrated ability to troubleshoot and debug complex software and business process issues; Strong leadership and interpersonal communication skills, with experience managing and training staff or student workers;
Familiarity with LANs, TCP/IP, and enterprise IT environments;
Experience supporting audio/video systems in educational or office environments;
Strong organizational and time-management skills, with the ability to prioritize and meet service expectations; and
3+ years of IT support or helpdesk experience
Additional Considerations:
One year in a supervisory role or lead role.
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