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About University of South Carolina
From the Upstate to the Lowcountry, the University of South Carolina system is transforming the lives of South Carolinians through the impact of our eight institutions and 20 locations throughout the state. More than 50,000 students are enrolled at one of eight institutions, including the research campus in Columbia and comprehensive four-year universities in Aiken, Upstate and Beaufort. In addition, our Palmetto College campuses in Salkehatchie, Union, Lancaster and Sumter enable students to earn associate or bachelor’s degrees through a combination of in-person, online or blended learning. All of our system institutions place strong emphasis on service — helping to build healthier, more educated communities in South Carolina and beyond.
Job Summary
Help Desk Manager for Athletics. Oversees and manages the delivery of technical support services, ensuring that IT-related issues are resolved efficiently and effectively. This role ensures optimal performance of the help desk team, enhances user satisfaction, and supports organizational operations by minimizing downtime and maintaining reliable IT service delivery.
Job Related Minimum Required Education and Experience
- Requires job related accreditation from a technical school or an applicable skilled trades program and 3 or more years of job related experience, which may be substituted by an equivalent combination of job related certification, training, education, and/or experience.
Preferred Qualifications
- Bachelor’s degree in information technology systems or related field and 1-year of related work experience or high school diploma and 5 years related work experience; or equivalency
Knowledge/Skills/Abilities
- Ability to communicate effectively and to clearly give verbal and written instructions as it relates to information technology.
- Knowledge of various information systems and ability to stay current on all security requirements and trends.
Job Duties
- Serve as first line of support for desktop support related issues. Manage, configure and install software for users’ desktops and laptops, installation and rollout of new software packages, upgrades and new desktop hardware. Re-image desktop and laptop computers. Perform hardware and software troubleshooting, diagnostics, repair, testing and upgrades.
- Manage help desk support operations by overseeing the work completed by students and interns. Oversee the use of Athletics IT ticketing system, ServiceNow, to ensure all documented issues are prioritized, addressed, and resolved in a timely manner. Serves as the main point of contact for support and escalates issues as needed.
- Identify opportunities for improving IT support efficiency and effectiveness. Develop and implement best practices, support procedures, and service guidelines.
- Serve as a point of contact for customer concerns, reporting trends and concerns to upper management. Communicate with other departments within Athletics to understand support needs and ensure alignment. Serve as liaison with university IT, Information Security, and vendors to promote a collaborative environment.
- Train users in proper utilization of hardware and software, write training manuals.
- Maintain detailed inventory records of equipment and annual replacement plans. Maintains department’s printer consumables inventory. Assists upper management in the execution of IT projects. Perform IT support at various sporting event or athletics events as needed.
