Director of User Services

Job Overview

The Manager of the Information Technology Help Desk provides strategic leadership, operational oversight, and technical expertise for the User Service’s team at Loras College. This role ensures the Help Desk delivers reliable, efficient, and user-focused support across campus, including AV services and Tier 2 technical support. The manager supervises professional staff and student workers, maintains service quality, and ensures alignment with institutional goals.  Must demonstrate strong time management, task prioritization, planning, and attention to detail.

Essential Functions Statement(s)

• Direct and manage the daily operations of the IT Help Desk and Repair Center.
• Supervise User Service’s Specialist, AV & User Service’s Specialist, and student workers.
• Provide Tier 2 support and fill in at the Help Desk as needed.
• Ensure Help Desk incident reports and repair tickets are managed according to best practices.
• Oversee classroom, meeting room, and event AV services covered by Help Desk staff and student workers.
• Maintain and verify inventory accuracy using the Inventory Database.
• Monitor and optimize Help Desk Ticketing Software for tracking and resolution.
• Manage the student worker budget to meet both AV and Help Desk staffing needs.
• Support and supervise usage of:
  • Active Directory
  • Microsoft Solutions:
    • SharePoint
    • PowerShell
    • Intune
    • Entra
    • Microsoft 365 (Office Suite, Outlook, etc.)