Assistant Help Desk Manager - Iona University : Job Details

Job DetailsJob Location New Rochelle - New Rochelle, NY Secondary Job Location(s) Bronxville - Bronxville, NY Position Type Full Time Education Level 2 Year Degree Salary Range $64350.00 - $70000.00 Salary Description Position Summary: The Assistant Help Desk Manager plays a vital role in supporting the daily operations of the University's IT Help Desk. This position ensures responsive and high-quality technical support for students, faculty, and staff across a dynamic academic environment. The ideal candidate will bring a flexible, collaborative mindset and be comfortable working in a fast evolving technology landscape, including contributing to the university's exploration and implementation of emerging AI tools. Key Responsibilities: • Assist in the daily oversight and coordination of the University IT Help Desk, ensuring consistent, courteous, and timely support services. • Provide hands-on technical support when needed, helping to resolve issues related to hardware, software, connectivity, and university systems. • Support the Sr. Manager, User Services in monitoring ticket queues, analyzing service data, and ensuring service-level goals are met or exceeded. • Train, coach, and assist in scheduling help desk staff, including student workers, while fostering a supportive and adaptive team environment . • Collaborate with IT leadership on the exploration, testing, and rollout of AI-driven tools and automation that improve Help Desk efficiency and the end-user experience. • Maintain and contribute to an evolving knowledge base, FAQs, and self-help materials that reflect common support issues and resolutions. • Foster a culture of continuous improvement and service excellence that aligns with the university's academic mission and technological objectives. • Provide flexible support during peak academic periods, special events, and university emergencies. • Stay informed on trends in higher education IT support, including AI, cybersecurity, accessibility, and user experience enhancements. Qualifications Qualifications: • Associate or bachelor's degree in information technology, Computer Science, or a related field preferred. • 2+ years of experience in a technical support/help desk environment, preferably in a college or university setting. • Prior experience leading or supervising staff is preferred. • Familiarity with AI tools and an interest in integrating emerging technologies into service workflows. • Proficiency with help desk systems (e.g., SysAid, ServiceNow) and common university IT systems (LMS, SIS, remote support tools, etc.). • Strong organizational and communication skills, with the ability to adapt to changing priorities and evolving support needs. • A flexible, student-first approach to problem-solving and service delivery About Iona University/EEO language Founded in 1940, Iona University is a master's-granting private, Catholic, coeducational institution of learning in the tradition of the Edmund Rice Christian Brothers. Iona's 45-acre New Rochelle campus and 28-acre Bronxville campus are just 20 miles north of Midtown Manhattan. With a total enrollment of nearly 4,000 students and an alumni base of more than 50,000 around the world, Iona is a diverse community of learners and scholars dedicated to academic excellence and the values of justice, peace and service. Iona is highly accredited, offering undergraduate degrees in liberal arts, science and business administration, as well as Master of Arts, Master of Science and Master of Business Administration degrees and numerous advanced certificate programs. Iona students enjoy small class sizes, engaged professors and a wide array of academic programs across theSchool of Arts & Science;LaPenta School of Business;NewYork-Presbyterian Iona School of Health Sciences; andHynes Institute for Entrepreneurship & Innovation. Iona also continues to be recognized in prestigious national rankings. Most recently for 2025, Iona has been named one of the nation's best colleges by The Princeton Review, The Wall Street Journal, Forbes and others. Additionally, U.S. News & World Report recognized Iona as one of top colleges for social mobility in the country, while Georgetown University's Center on Education and the Workforce (CEW) ranked an Iona degree in the top 5 percent nationally for long-term return on investment.Iona's LaPenta School of Business, meanwhile,is also accredited by AACSB International, a recognition awarded to just 6 percent of business schools worldwide. Iona offers a comprehensive benefits package to all full-time employees that includes medical, dental, and vision insurance; flexible spending accounts; retirement plans; life insurance; short and long-term disability; employee assistance program (EAP); tuition remission; and generous time off. For more information on our benefits and working at Iona visit the Human Resources section of our website. Iona University values and celebrates diversity and is committed to providing a welcoming and inclusive environment for all of our employees and does not tolerate discrimination based on any legally protected characteristic under applicable federal, state, or local laws. As an equal opportunity employer, Iona University encourages applications from qualified candidates who reflect the wider world in which we live.