Help Desk Manager - Coconino Community College : Job Details

Salary: $66,534.00 - $82,502.00 Annually Location : Flagstaff (Lone Tree Campus), AZ Job Type: Full-Time Job Number: 006-26 Division: Information Technology Services Opening Date: 07/24/2025 FLSA: Exempt Summary: Oversees operations and provides hands-on leadership for the desktop, help desk, computer lab, and multimedia areas of Information Technology Services, along with the staff members assigned to this unit, as outlined by the VP/CIO. Responsible for all classroom instructional technology, and multimedia technologies. The incumbent is considered both a leader/manager of the unit and a senior IT professional, providing both leadership and advanced technical duties and related programs and functions. Oversee issue resolution, service requests, and knowledge sharing, while also acting as a liaison between users and IT to improve the overall user experience. Works with the VP/CIO to develop and implement process and methodologies and provides training for staff and users regarding operations of all responsible services. Works in cooperation with faculty, staff, and students to provide services and functions related to the classroom and lab environments. This is a full-time, 12 month, benefit eligible position.First Application Review: August 7, 2025 - Open until Filled Position Summary Oversees operations and provides hands-on leadership for the desktop, help desk, computer lab, and multimedia areas of Information Technology Services, along with the staff members assigned to this unit, as outlined by the VP/CIO. Responsible for all classroom instructional technology, and multimedia technologies. The incumbent is considered both a leader/manager of the unit and a senior IT professional, providing both leadership and advanced technical duties and related programs and functions. Oversee issue resolution, service requests, and knowledge sharing, while also acting as a liaison between users and IT to improve the overall user experience. Works with the VP/CIO to develop and implement process and methodologies and provides training for staff and users regarding operations of all responsible services. Works in cooperation with faculty, staff, and students to provide services and functions related to the classroom and lab environments. This is a full-time, 12 month, benefit eligible position. First Application Review: August 7, 2025 - Open until Filled Salary & Benefits:

• Anticipated Hiring Range: $666,534 - $82,502/annual - depending on education and experience
• Cafeteria Plan: In addition to the base compensation, benefits-eligible employees receive an extra $6,720 per year to put toward benefit costs or to be used as additional take-home pay
• Paid Holidays: 21 (including a full week off between Christmas and New Year's Day and over Spring Break)
• Vacation & Sick Leave: Approximately 17 paid vacation days & 9 paid sick leave days accrued annually
• Health Insurance and Other Coverage: see

Coconino Community College is a Equal Employment Opportunity Essential Duties and Responsibilities

• Lead and supervise the Help Desk team, AV technicians, and student staff, overseeing all aspects of daily operations for computer labs, multimedia services, and desktop support.
• Manage the full employee lifecycle for direct reports, including hiring, training, scheduling, and performance evaluations; provide mentorship and ensure opportunities for professional development.
• Delegate tasks, assign responsibilities, and provide clear work directions to staff, implementing disciplinary action when necessary.
• Oversee the scheduling of technical staff to ensure comprehensive support coverage for the help desk, computer labs, and multimedia events during all operational hours.
• Drive continuous improvement by managing problem resolution, refining support processes, tracking performance metrics, and ensuring exceptional customer service.
• Develop, organize, and maintain clear and comprehensive documentation for all classroom and lab support processes, software licenses, hardware inventories, and system configurations to ensure the delivery of consistent, high-quality technical support across all designated areas of the College.
• Manage the support escalation process for complex technical issues, ensuring timely resolution and communication between users and advanced support teams.
• Maintain accurate records of AV equipment inventory, maintenance schedules, and repairs.
• Collaborate closely with the ITS leadership team on the selection, procurement, and implementation of academic technology, including accessibility resources, video conferencing systems, and mobile devices.
• Partner with the Infrastructure Systems team to diagnose and resolve complex application and connectivity issues affecting desktops and network services.
• Consult with faculty and staff on the strategic acquisition and use of instructional technologies to enhance teaching and learning.
• Collect, analyze, and report on departmental activity and performance data, presenting findings to the VP/CIO, executive staff, and relevant committees as required.
• Execute and manage software patching processes across all classroom and lab systems to address vulnerabilities and maintain security compliance.
• Implement and maintain software deployment strategies to optimize licensing, version control, and application availability.
• Provide timely end-user support for desktop hardware and software issues, from initial troubleshooting to final resolution.
• Install, configure, and maintain desktop hardware, peripherals, and classroom technology, ensuring compatibility with the college's existing infrastructure.
• Collaborate with ITS teams on projects, system upgrades, and integration challenges to ensure seamless technology experiences for users.
• Actively participate in team initiatives, including security exercises, system testing, disaster recovery drills, and mitigation efforts.
• Lead the daily operations of the IT ticketing system, including the initial triage of incoming requests, assignment to technical staff, and monitoring of queues to guarantee efficient resolution and a high level of user satisfaction.
• Stay current with the latest industry trends, security threats, and best practices in software management, patching, and hardware support.
• Perform other duties as assigned.

Knowledge, Skills and Abilities Knowledge of microcomputer principles, Help Desk principles and processes, computer operation, and maintenance. Knowledge and skill with current Windows OS and software imaging methodologies and tools. Knowledge and skill with current Apple Macintosh hardware and software. Knowledge and skill with current Microsoft Office and related productivity software. Skill in PC maintenance. Skill in video conference and interactive television technologies. Knowledge and skill of classroom multimedia technologies and strategies. Skill in oral, written, and interpersonal communication. Skill in training and end-user support. Minimum Qualifications Bachelor's Degree in Computer Science or Computer Information Systems, and 3 years of directly related experience; or any equivalent combination of education, training, and/or experience approved by Human Resources in collaboration with the IT department. Preferred Master's Degree in Computer Science, Business, or directly related field. Certifications in appropriate platforms, and over 5 years of directly related experience. Supervisory and leadership experience. Coconino Community College strives to provide our employees with the best benefit options. We know that benefit considerations are extremely important when making your decision on the next step in your career path. Here are some of the unique benefit opportunities you can take advantage of at CCC: Arizona State Retirement System- 100% employer matching beginning on your first day! Cafeteria benefit allowance, medical, wellness program and clinic, dental, vision, life insurance, voluntary short-term disability and CCC tuition reimbursement. An extremely generous Paid Time Off allotment with accrued vacation and sick hours, including 21 holidays, and much more!!To learn more about our full-time benefits, please visit 01 Please list your Bachelor Degree (or higher) 02 Please list number of years experience 03 Describe your leadership or management over senior IT professionals. Required Question