Assistant Director of Help Desk Support
The Assistant Director of Help Desk Support is responsible for overseeing and managing the Help Desk. This includes triage, issue prioritization, troubleshooting, escalation and resolution of user support issues, and ensuring that the Help Desk function delivers exceptional user support in a timely manner. They are also responsible for developing and implementing changes to, and maintenance of, the support delivery system and for providing technical guidance associated with the identification, prioritization, escalation and resolution of client issues by phone, email, and in person. This position is responsible to train, mentor and direct employees and students hired to assist with the Help Desk function.