Chatham University
Helpdesk Manager

Founded in 1869, Chatham University is a fully coed institution with an enrollment of over 2,200 students and over 60 undergraduate and graduate programs in our areas of excellence:  sustainability; health & lab sciences; business & communication; and the arts & humanities.  Chatham is the alma mater of environmental icon Rachel Carson (Class of '29), and is recognized as a leader in the field of sustainability, having been selected as one of the Top 50 Green Colleges by The Princeton Review; ranked in the top five nationally for sustainability achievements in the Sustainability Tracking, Assessment & Rating System™ (STARS); and mentioned in a 2012 Forbes article as one of the places "contributing to Pittsburgh's transformation into a destination for green living."

Building on these accomplishments, Chatham opened in 2014 the world's first fully sustainable campus in higher education, Eden Hall Campus.  Consistently ranked as a best college by U.S. News & World Report in the Regional Universities North category, Chatham consists of the School of Health Sciences; the Falk School of Sustainability & Environment; the School of Arts, Science and Business; and the College for Continuing & Professional Studies.

To help support the work of the University we have an immediate opening for a Helpdesk Manager. The Helpdesk Manager reports to the CIO.

The Helpdesk Manager position is the leader of the Helpdesk team within the Information Technology Services (ITS) Department.  S/he is responsible for managing the daily operations of the Chatham University Helpdesk which includes all functions of Chatham’s Helpdesk. S/he is responsible for supporting the campus users in the use of IT resources.  S/he will serve as a top Tier level support to the Helpdesk staff.  S/he works closely with the other ITS staff to ensure users are receiving the best service and support possible. 

Duties and Responsibilities:
The Helpdesk Manager works closely with the CIO and other ITS staff, to assure information technology service and support for the campus community:

1.  The Helpdesk Manager manages the University Helpdesk and User Service Specialists who provide user support by:

• Working with University constituents to make sure the Service Level Agreement is being met and is appropriate
• Provides management statistics and monthly reports from monitoring Helpdesk activity
• Assigns work orders to Helpdesk staff and escalates work orders to the other ITS areas through our campus ticketing system.
• Reports warranty repairs and orders parts through vendor websites
• Hires, trains, schedules, and manages Student work studies

2. The Helpdesk Manager instructs campus users:

• Provides training to students, faculty and staff in the use of computer hardware, software and network services; training may be done one-on-one, in groups, or through written documentation
• Documents and develops training on campus IT resources

3. The Helpdesk Manager is tasked with communicating important ITS information to the University community by:

• Producing informational and instructional material via the ITS website and newsletter
• Support the University’s Acceptable Use Policy

4.   The Helpdesk Manager performs other duties as required in support of the mission of the Information Technology Services Department and Chatham University.

Qualifications:
Bachelor’s degree in Information Technology or Computer Science or related discipline or equivalent.      

Chatham University offers a competitive salary, an excellent benefits package, including tuition remission for qualified personnel, and a generous retirement plan.

Interested candidates should visit www.chatham.edu/careers and follow the instructions to complete the application process. To ensure full consideration, please submit a cover letter addressing the qualifications of the position, resume, and contact information for three professional references.

Chatham University is an Equal Opportunity Employer