{"id":2196344,"url":"https://alion.io/job/seattle-pacific-university-it-helpdesk-manager","title":"IT HelpDesk Manager","company":{"id":1784370,"name":"Seattle Pacific University","domain":"spu.edu","url":"https://alion.io/company/spu-edu","size_band":"501-1000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"C","score":66,"open_postings":25,"ghost_share":0.56,"stale_share":0,"repost_share":0,"time_to_fill_p50_days":null,"computed_at":"2026-11-03T05:54:40Z"}},"role":"Support","role_family":"Support","seniority":"middle","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":36,"max":44,"currency":"USD","period":"hour","gross":null,"usd_annual":88000},"salary_estimate":null,"experience_years_min":3,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"ITIL","optional":true},{"name":"Service Desk","optional":true}],"status":"live","first_seen_at":"2026-10-09T19:38:32Z","employer_posted_date":"2026-10-15","last_verified_at":"2026-11-03T04:04:02Z","board_verified":true,"closed_at":null,"days_open":24,"trust":{"level":"ok","repost_count":0,"flags":["company_stale"],"days_open":24},"description":"Job Description:\nWho We Are\nFounded in 1891, Seattle Pacific University has a long and distinguished history in Christian higher education. Located just minutes from downtown Seattle, SPU seeks to be a premier Christian university fully committed to engaging the culture and changing the world by graduating people of competence and character, becoming people of wisdom, and modeling grace-filled community.\nSPU's Information Technology team supports this mission by delivering secure, reliable, and forward-looking technology that enables students, faculty, and staff to do their best work. Our IT team values service, collaboration, accountability, and continuous improvement, with a focus on delivering practical solutions that make a meaningful difference across the University.\nWhat We Need\nSeattle Pacific University is seeking a technically skilled, service-oriented Help Desk Manager to lead the daily operations of our IT Support Desk and deliver high-quality technology support to students, faculty, and staff.\nThis on-campus position oversees Help Desk services, supervises and mentors a team of more than 10 student employees, and provides hands-on technical expertise for complex support issues. Working closely with the Director of Technology Support Services, the Help Desk Manager helps shape service strategies, improve processes, and ensure that campus technology support is responsive, effective, and aligned with the University's needs.\nThe ideal candidate combines strong technical troubleshooting abilities with a passion for developing people, improving systems, and delivering exceptional customer service. They are proactive, organized, and comfortable balancing day-to-day operational demands with opportunities for innovation and continuous improvement.\nThe on-site Help Desk Manager supports Seattle Pacific University's mission by contributing to a Christ-centered learning and working community committed to academic excellence, service, and engagement with the world. In this role, the employee brings their skills, gifts, and professional expertise to work that matters-serving students, colleagues, and the broader University community in ways that reflect SPU's values and purpose. To that end, all University employees are required to be aligned with and supportive of SPU's Statement of Faith and its derivative policies and lifestyle expectations.\nWhat You'll Do\nHelp Desk Operations & Technical Support\nLead daily IT Support Desk operations, ensuring timely, professional, and effective support for students, faculty, and staff.\nMonitor service requests, ticket queues, escalations, staffing coverage, and service performance to maintain consistent service quality.\nProvide hands-on technical support for complex issues involving computers, software, classroom technology, audiovisual equipment, and other campus systems.\nIdentify opportunities to improve Help Desk processes, support tools, workflows, and the overall customer experience.\nTeam Leadership & Development\nSupervise, train, schedule, and mentor a team of 10+ student employees.\nEstablish clear expectations, provide performance feedback, and foster a positive, accountable, and service-focused team environment.\nDevelop and maintain training materials, onboarding resources, and knowledge base documentation for student employees and end users.\nTechnology Services & Collaboration\nPartner with the Director of Technology Support Services and colleagues to improve Help Desk services and support evolving campus technology needs.\nMaintain accurate, accessible technical documentation and promote consistent troubleshooting practices.\nEnsure Help Desk operations follow University IT policies, security standards, and data protection requirements.\nCollaborate with campus departments to resolve service challenges, provide technology guidance, and support effective use of University systems.\nWhat You Bring\nAt least three years of experience in IT support, technical customer service, or a related technology support environment.\nDemonstrated experience supervising, training, or mentoring employees, preferably in a technical support or customer service setting.\nStrong technical troubleshooting skills across personal computing hardware, software, and common workplace technology.\nExperience managing service requests, troubleshooting workflows, and customer support processes.\nExcellent interpersonal and communication skills, with the ability to explain technical concepts clearly to users with varying levels of technical knowledge.\nStrong organizational, problem-solving, and decision-making skills, with the ability to prioritize competing needs and resolve issues effectively.\nDemonstrated initiative, accountability, and ability to work collaboratively across technical and nontechnical teams.\nCommitment to excellent customer service, continuous improvement, and responsible technology stewardship.\nMission Alignment: A personal commitment to the Christian faith and affirmation of SPU's Statement of Faith; enthusiasm for supporting the University's Christian mission; and willingness to uphold the policies and lifestyle expectations of SPU's Christian community.\nPreferred Qualifications\nBachelor's degree in Information Technology, Computer Science, Information Systems, or a related field, or an equivalent combination of education and professional experience.\nExperience managing or coordinating an IT Help Desk or service desk operation.\nFamiliarity with ITIL principles, service management frameworks, or related certifications.\nExperience supporting classroom technology, audiovisual systems, or technology in an academic environment.\nExperience working in higher education or another complex, service-oriented organization.\nExperience developing technical documentation, training programs, and knowledge management resources.\nCompensation & Position Details\nAnticipated Hiring Pay Rate: $36.00 - $44.00 per hour, commensurate with experience.\nStatus: Full-time, non-exempt\nDepartment: Information Technology\nReports To: Director of Technology Support Services\n Location: Seattle Pacific University, Seattle, WA (on-campus position)\nBenefits: Seattle Pacific University offers a comprehensive benefits package designed to support employees and their families. Benefits for eligible employees include medical, dental, and vision insurance; University contributions to a health savings or health reimbursement account; employer-paid life and long-term disability insurance; retirement benefits, including a University contribution; tuition discounts for employees and eligible family members; and paid time off, including vacation, sick leave, and University holidays. Additional benefits include an Employee Assistance Program and wellness resources. Benefits and eligibility are subject to applicable University policies and plan provisions.\nAdditional Information:\nHow to Apply\nPlease complete the online application through Workday and be prepared to submit:\n· Resume\n· Cover Letter\nWe look forward to hearing how your unique talents and giftings make you a great fit for this role and how you can contribute to the mission of SPU!","description_format":"text","description_chars":7153,"description_truncated":false,"requirements":{"experience_years_min":3,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[]},"benefits":["Vision insurance"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Education","Higher Education"],"lifecycle":[{"event":"open","at":"2026-10-09T19:38:32Z"}],"visa":[{"country":"US","licensed_sponsor":true,"evidence":"H-1B filings in 12 months: 5 · green card filings: 2","filings_12m":5,"filings_prev_12m":4,"green_card_filings_12m":2,"median_offered_wage_usd":83214,"route":null,"cap_exempt":true,"checked_at":"2026-10-29T16:27:21+00:00","sources":["US Department of Labor: LCA disclosure data (H-1B, H-1B1, E-3)","US Department of Labor: PERM disclosure data (green cards)"],"filings_for_role_12m":0}],"liveness":{"score":41,"band":"fade","label":"Fading","p_open":1,"p_active":0.543,"p_room":0.75,"age_days":24,"expected_fill_days":29,"reasons":["conf:1","stale_co","win:late"],"computed_at":"2026-11-03T05:54:40Z"},"pay":{"stated_usd_annual":88000,"is_top_pay":true},"html_url":"https://alion.io/job/seattle-pacific-university-it-helpdesk-manager","json_url":"https://alion.io/job/seattle-pacific-university-it-helpdesk-manager.json","meta":{"generated_at":"2026-11-03T13:18:03Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":18324,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-04T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":1784370},"rest":"https://alion.io/mcp/rest/get_company?id=1784370"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fseattle-pacific-university-it-helpdesk-manager"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fseattle-pacific-university-it-helpdesk-manager"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fseattle-pacific-university-it-helpdesk-manager"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/seattle-pacific-university-it-helpdesk-manager\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fseattle-pacific-university-it-helpdesk-manager"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":2196344}},{"tool":"search_jobs","arguments":{"company":"spu.edu","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":2196344},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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