Helpdesk Manager

The University of Pikeville is actively seeking a dynamic and committed professional to serve in the role of Helpdesk Manager. This position will serve to ensure an outstanding level of customer service by the Helpdesk staff and related supports (information services and information technology) for the students, faculty, and staff of the University of Pikeville by performing the following responsibilities:


  1. Comply with the IT Services Service Level Agreement (SLA).
  2. Manage, monitor, and assist in the progression of the Helpdesk workflow as Helpdesk ticket requests are received via the KACE platform from the website; incoming telephone requests, and walk-in customers.
  3. Recognize, recommend and implement call center management solutions to ensure timely resolutions to  ticket requests.
  4. Identify, create and maintain Knowledge Base articles and written FAQs on the Helpdesk platform.
  5. Monitor for efficiencies, identify and recommend solutions for problem areas.
  6. Manage the configuration of workflows and ticket queue in the Helpdesk software, and
    update as needed.
  7. For tickets requiring expertise beyond the Helpdesk, escalate to IS and IT.
  8. Collaborate with IT and IS areas to identify issues and develop and promote preventative measures.
  9. Manage, train, mentor, and provide opportunities for continuing professional development of Helpdesk staff. Supervise Helpdesk Customer Service Specialist, Helpdesk Assistants, and the Helpdesk work study program.
  10. Create and regularly provide reports to the IT Director on the Helpdesk job tickets and issue areas. Make recommendations based on the report data.
  11. Assist with the creation and enforcement of Policy related to technology at the university.
  12. Recruit, select, manage and lead the Helpdesk team, and work as a team member.
  13. Collaborate across departments/areas, specifically but not limited to Information Technology and Information Services.
  14. Other duties as assigned.


Position requires daily contact with co-workers, staff, faculty, and students in order to exchange information, discuss issues with computers, laptops, internet connectivity, printers, events, etc. These relationships are maintained through e-mail, telephone, and person-to-person contact.

Education/Skill Requirements:

  • Knowledge of and embrace the 3 “p”s of customer service: professionalism, patience, and a “people-first” attitude.
  • Interpersonal skills, diplomacy, and team oriented.
  • Customer service expertise and ability for customer service staff talent development.
  • Experience managing budgets.
  • Bachelor’s Degree preferred.
  • At least 3 years of experience in customer service.
  • Must be proficient with Microsoft Office, particularly Word and Excel.

The University of Pikeville offers a competitive salary commensurate with qualifications and experience. UPIKE offers a competitive benefits package including medical, dental, vision, and life insurance, telemedicine, long-term disability, tuition waivers, a 403(b)-retirement plan, and HSA, FSA, & dependent care accounts. UPIKE also offers a generous holiday schedule and paid leave program.

Important Notes: Resume and other application materials will be reviewed to determine if you meet the required qualifications for the position. If it is determined that you meet the required qualifications, your application materials will be used to identify a top group of the most highly qualified candidates. Please, specifically address the qualifications, competencies and desired qualifications in your resume and application materials.

The University of Pikeville is committed to providing a safe and productive learning, living and working community. To achieve this goal, we conduct background investigations for all final applicants being considered for employment. Background investigations include a criminal history record check, and when appropriate, a financial and/or motor vehicle history.

The University of Pikeville is an equal opportunity employer committed to assembling a diverse, broadly trained faculty and staff. The University of Pikeville does not discriminate on the basis of race, ethnicity, color, sex, gender, gender identity, sexual orientation, religion, national origin, age or disabilities in its programs, activities, hiring, or the admission of students. 

For more information about the University of Pikeville, please visit Interested applicants should complete the online application by visiting In addition to the application, interested applicants are requested to attach to their application a letter of interest, current resume, and the contact information for three to five professional references.

Date Posted: 12/22/2021
Department: Information Tech/Adm Computing
Employment Type: Full-Time (40 hours)
Position Type: Staff