Manager, Help Desk

Manager, Help Desk

Salary: $100,572.84 – $145,644.48 Annually
Location: Palm Desert, CA
Job Type: FULL TIME
Job Number: 2600307
Division: Administrative Services
Department: Information Technology Services
Opening Date: 09/29/2026
Closing Date: 10/31/2026 11:59 PM Pacific
Bargaining Unit: N/A

Description

About College of the Desert
The College of the Desert, Desert Community College District enrolls approximately 20,000 students each academic year with steady enrollment growth each year. College of the Desert embraces diversity in all forms and the right of all people to have access to quality higher education in a safe learning environment. Designated as a Hispanic-Serving Institution (HSI), College of the Desert administers an array of student programs specifically focused on student support and helping students achieve their educational and career goals. As a two-year college, we offer Associates Degree for Transfer, both in Art and Sciences, Associates Degrees, and Certificates across a wide range of disciplines.

College of the Desert is a district that consists of leadership, staff, and faculty who are committed to enhancing our community through supporting the academic success of all of our students including racially and ethnically diverse students, students with disabilities, students who are first generation to college, veterans, students of all ages, students with diverse socio-economic backgrounds, “dreamers”, and students of diverse sexual orientation and gender expression.

When you join College of the Desert you can expect to be part of a diverse, inclusive, and collaborative community. We provide students with a rich and dynamic learning experience that embraces differences, emphasizes collaboration, and engages students in and out of the classroom. We are committed to ensuring that College of the Desert is a welcoming place for the success of all students.

Interested in learning more about College of the Desert and the Coachella Valley? Visit the links below.

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Who We Want:
College of the Desert is seeking individuals from a broad range of cultural heritages, socioeconomic backgrounds, genders, abilities, and orientations. As such, we prioritize individuals who fully demonstrate their understanding of the community we serve, the benefits of diversity in a professional and educational setting, and values creating a culture that brings people together. A successful candidate will value working in a collegial, collaborative environment that is guided by a commitment to inclusion, student education, and equity. An equity-minded individual is a person who already does or has demonstrated the desire to:

– Understand the importance of holding ourselves accountable as faculty, staff and leadership for closing equity gaps and engaging in equitable practices;
– Reframe inequities as a problem of practice and view the elimination of inequities as an individual and collective responsibility;
– Encourage positive race-consciousness and embrace human difference;
– Reflect on institutional and teaching practices and aim to make them more culturally responsive; and
– Strategically build buy-in and participation among colleagues for equity-related initiatives.

BASIC FUNCTION

POSITION DESCRIPTION
The Manager, Help Desk is responsible for the strategic oversight and daily operational management of the District’s Information Technology Service Desk and desktop support units. This is a hands-on leadership role requiring independent judgment to supervise staff, coordinate front-line technical responses, and ensure seamless delivery of high-quality support services to faculty, and staff.

The incumbent is instrumental in the formulation and implementation for Standard Operating Procedures (SOPs) the administration of the IT Service Management (ITSM) platform, and the unitization of performance data to drive continuous improvement and meet institutional Service Level Agreements (SLAs).

SUPERVISION RECEIVED AND EXERCISED
Receives direct supervision from the Director of User Support and Media Services or designee. The incumbent is expected to work independently, exercising professional judgment and initiative to achieve departmental goals. Exercises direct supervision over assigned technical, clerical, and support personnel.

REPRESENTATIVE DUTIES

REPRESENTATIVE DUTIES/ESSENTIAL FUNCTIONS
The duties listed are intended to provide examples of the types of work performed and are not intended to be an exhaustive list of all responsibilities. The District reserves the right to modify or assign additional duties consistent with the classification.

The following duties are representative of the essential functions of this position:

– Plan, organize, and supervise the daily activities of the IT Service Desk and desktop support teams; coordinate technician schedules and ticket workflows to ensure optimal coverage and adherence to Service Level Agreements (SLAs). Serve as the primary escalation point for complex technical or procedural incidents, exercising independent judgment to ensure swift resolution of high-priority campus issues.
– Manage and configure the District’s IT Service Management (ITSM) platform; design automated workflows, ticket taxonomies, and business rules to drive efficiency. Track and synthesize Key Performance Indicators (KPIs) into executive reports to identify service trends, mitigate recurring issues, and inform departmental decision-making.
– Provide direct supervision, coaching, and professional development to assigned staff and student workers; conduct formal performance evaluations and recommend disciplinary actions in accordance with District policies and collective bargaining agreements.
– Develop and implement training programs to ensure a culture of professional, empathetic, and effective customer service across all user interactions.
– Oversee the development and maintenance of a comprehensive technical knowledge base; ensure technical solutions are documented with clarity and consistently. Promote and expand self-service resources by the campus community.
– Collaborate with asset specialist to ensure the accurate tracking and inventory of District IT assets, including hardware, peripheral equipment, and software licenses; coordinate the secure disposal or “e-waste” processing of obsolete equipment in compliance with state and local regulations.
– Coordinate the operational lifecycle of endpoint devices, including provisioning, imaging, software installation, and hardware refreshes; ensure all endpoint activities align with District technical standards and security protocols in collaboration with the other IT teams.
– Lead or participate in specialized IT project teams that impact on end-user support services; provide technical insight for the implementation of new campus-wide software or hardware solutions.
– Participate in campus-wide committees or task forces as assigned; maintain current knowledge of emerging trends in educational technology and support services.
– Perform other related duties and responsibilities as assigned.

MINIMUM QUALIFICATIONS

EDUCATION AND EXPERIENCE
Any combination of education and experience:

– A Bachelor’s degree from an accredited institution in Information Technology, Business, or a related field; AND
– Five (5) years of progressively responsible experience in a technical support environment, with at least two (2) years in a supervisory, lead, or managerial role.

OR

– An Associate’s degree from an accredited institution in Information Technology, Business, or a related field; AND
– Seven (7) years of progressively responsible experience in a technical support environment, with at least two (2) years in a supervisory, lead, or managerial role.

KNOWLEDGE AND ABILITIES
Knowledge of:

– Principles and practices of supervision, training and performance evaluation within a technical environment.
– IT Service Management (ITSM) and IT Infrastructure Library (ITIL) principles, with a focus on incident, problem, and request management.
– Best practices for managing multi-tiered technical support operations and establishing Service Level Agreements (SLAs).
– Principles of statistical reporting, Key Performance Indicators (KPIs), and the methodology of data-driven decision-making.
– Modern endpoint operating systems (Windows, macOS, iOS), Microsoft 365, and specialized educational systems (SIS/LMS).
– Advanced tools for remote support, automated software deployment, system imaging, and asset lifecycle management.
– Customer service best practices and techniques for engaging with diverse populations, including students, faculty, staff, and community partners.

Ability to:

– Demonstrate sensitivity to and an understanding of the diverse academic, socioeconomic, cultural, disability, and ethnic backgrounds of community college students and staff.
– Demonstrate working experience with an enterprise-level ITSM/ticketing system.
– Manage the daily operations of a high-volume service desk while prioritizing and managing multiple complex tasks in a fast-paced environment.
– Supervise, coach, and motivate a team of technical professionals and student workers; foster a collaborative, customer-focused team culture.
– Analyze and synthesize support metrics to identify trends, mitigate recurring technical issues, and improve overall team performance.
– Act as a credible technical and procedural escalation point, utilizing a strong background in endpoint management to resolve the most complex incidents.
– Communicate effectively and professionally, both verbally and in writing, with users, technicians and District leadership and stakeholders, especially during stressful situations; de-escalate difficult customer interactions with empathy and tact.
– Maintain regular, reliable, and punctual attendance consistent with District standards and operational needs.
– Create and maintain standardized technical documentation, Standard Operating Procedures (SOPs), and knowledge base resources for the campus community.
– Monitor budgets and support fiscally responsible decision-making.
– Build and maintain respectful, collaborative relationships with individuals from diverse backgrounds.
– Identify issues proactively and implement practical, timely solutions with sound judgment and minimal supervision.
– Apply policies and procedures consistently and fairly.
– Provide a high level of customer service while maintaining professionalism and responsiveness.
– Work a flexible schedule, including evenings, weekends, and holidays, as needed.

WORKING CONDITIONS
Environment: District office environment; subject to constant interruptions and frequent interaction with others; sitting for long periods at a time (up to 2-3 hours); repetitive use of upper extremities including hand coordination activities; requires some evening and weekend responsibility; occasional travel to other locations to attend meetings or conduct work. The ability to type, use phone, stand intermittently, walk, bend and stoop, occasionally lift (up to 20 pounds), carry, push, pull or otherwise move objects of light to moderate weight, work at a computer, including sitting and viewing a monitor for various lengths of time, repetitive use of keyboard, mouse or other control device, dexterity of hands and fingers to operate keyboard, ability to communicate and provide information to others.

EMPLOYMENT STATUS

SALARY PLACEMENT:

– Salary placement is contingent on education, experience, and department budget.

– Retirement System: (upon meeting eligibility criteria)

ENSURE YOU COPY THE WORKING CONDITIONS AS THEY WON’T PULL FROM THE JOB DESCRIPTION FOR SOME REASON.

SCHEDULE & LOCATION:

– This position is scheduled 40 hours per week, 12 months per year.
– The primary location is Palm Desert Campus. May work at other locations.
– Work a flexible schedule, including evenings, weekends, and holidays, as needed
– The schedule and location are subject to change based on District need.

REQUIRED APPLICATION AND REQUIRED UPLOADED DOCUMENTS:

To be considered a candidate for this position, the following materials must be electronically uploaded:

– Online Application: All sections of the College of the Desert District online application must be completed including education and experience.
– Resume: Must include length of employment (month/year start and end dates) for each employer.
– Cover Letter: Please address how you meet the minimum requirements for this position and any special qualifications you possess.
– College Transcripts: Academic transcripts of all college level coursework showing date degree awarded from an accredited institution. For consideration, degree(s) must be awarded at the time of application. Unofficial transcripts are acceptable at time of application. Successful candidate must provide official transcripts upon hire. Non-U.S. transcripts must include a certified U.S. evaluation (i.e., NACES agency: at the time of application. Diplomas will not be accepted in lieu of the required transcripts.

REQUIRED IN YOUR APPLICATION:

– List of References: References should include at least two supervisors and one colleague. Please include name, title, email and current phone numbers. Letters of reference will not be accepted in lieu of the required List of References.

IMPORTANT INFORMATION FOR APPLICANTS:

– Applicants must be authorized to work for any employer in the U.S.
– College of the Desert does not offer sponsorship nor take over sponsorship for an employment VISA.
– Employment is contingent on residence in California.

– Incomplete application packages will not be considered.
– All submitted materials become the property of College of the Desert Community College District and will not be returned or copied and will be considered for this position only.
– Salary placement will be contingent on all materials submitted for this position.
– Applicant bears the sole responsibility for ensuring that the application package is complete when submitted.
– All travel arrangements will be at applicant’s expense.
– Application materials must be received by the deadline. Application materials received after the closing deadline will not be accepted.
– For online application, information, and instructions, visit the College of the Desert job opportunities website at or call View phone number on firstnationsjobsonline.com.

– FAQs: For additional information, click here:

TIMELINES:

– For consideration, please apply by October 31, 2026. Late submissions will not be accepted.
– Interviews are tentatively scheduled in-person on December 7, 2026.
– Tentative schedule is subject to change based on District need.

Notice to all Candidates for Employment:

DISTRICT RIGHTS: College of the Desert reserves the right to re-open, re-advertise, delay, or cancel filling this position.

The SELECTED CANDIDATE is required to complete the following prior to employment:

– Provide a Certificate of Tuberculosis Exam for initial appointment (Note: The certificate must be renewed every 4 years as a condition of continuing employment).
– Have fingerprints taken by a Live Scan computer at the candidate’s expense (Clearance must be received prior to the first day of employment).
– Present original documents for proof of eligibility to work in the United States(Note: We are unable to sponsor or take over sponsorship of an employment Visa at this time.) A Social Security Card will be required for payroll processing.
– Participate in a new hire onboarding, completing all required tasks and forms.
– May be required to complete a fitness for duty physical exam based on the job description, as applicable.

Salary Placement: Contingent on education, experience, and department budget. All materials must be provided at the time of application for consideration.

The Immigration Reform and Control Act of 1986, Public Law 99-603, requires that employers obtain documentation from every new employee which authorizes that individual to accept employment in this country. The Desert Community College District (DCCD) will not sponsor any VISA applications nor take over any VISA.

Employees must reside in California while employed with the Desert Community College District (DCCD).

California Public Employees Retirement System and California State Teachers Retirement System:

A California Public Employees Retirement System (CalPERS) retiree may not accept employment until after the first 180 days of retirement. Anyone retired from CalPERS accepting permanent employment with the DCCD will be required to reinstate as an active CalPERS member. Please contact CalPERS for additional information regarding your retirement status.

Any active vested member of California State Teachers Retirement System (CalSTRS), who accepts employment with the DCCD to perform service that requires membership in CalPERS, is eligible to elect to continue retirement system coverage under CalSTRS

Disability Accommodations:

If you require special accommodations in the application and/or evaluation process, please notify Human Resources at least two (2) business days prior to the job posting close or initial screening date, by either calling View phone number on firstnationsjobsonline.com or sending an e-mail to [email protected] .

Attendance Requirement:

All DCCD employees are required to report to work on a regular and consistent basis, as scheduled, to assigned job.

Campus Crime and Safety Awareness:

Information regarding campus crime and safety awareness can be found at

Non-Discrimination Notice:

The DCCD provides access to its services, classes, and programs without regard to national origin, immigration status, religion, age, gender, gender identity, gender expression, race, ethnicity, color, medical condition, military and veteran status, genetic information, ancestry, sexual orientation, marital status, physical or mental disability, pregnancy, or because they are perceived to have one or more of the foregoing characteristics, or based on association with a person or group with one or more of these actual or perceived characteristics.

California Fair Chance Act:

The DCCD will consider qualified applicants with a criminal history pursuant to the California Fair Chance Act. You do not need to disclose your criminal history or participate in a background check until a conditional job offer is made to you. After making a conditional offer and running a background check, if the DCCD is concerned about a conviction that is directly related to the job, you will be given the chance to explain the circumstances surrounding the conviction, provide mitigating evidence, or challenge the accuracy of the background report.

Diversity, Equity, Inclusion and Equal Employment Opportunity:

The DCCD is committed to creating an academic and work environment that fosters diversity, equity, and inclusion (DEI) and equal employment opportunity (EEO) for all, and ensures that students, faculty, staff, and managers of all backgrounds feel welcome, included, supported, and safe. Our culture of belonging, openness, and inclusion, makes the DCCD a unique and special place for individuals of all backgrounds.

The DCCD is looking for equity and inclusion-minded applicants who represent the full diversity of California and who demonstrate a sensitivity to the understanding of diverse academic, socioeconomic, cultural, disability, gender identity, sexual orientation, and ethnic backgrounds present within our community. When you join the DCCD, you can expect to be part of an exciting, thriving, equity-focused, and inclusive community that approaches higher education with the lens of social justice and collaboration among students, faculty, staff, managers, and community partners. In deciding whether to apply for a position at the DCCD, you are strongly encouraged to consider whether your values align with the DCCD’s mission and goals for DEIA and EEO.

Additional Resources

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– California Department of Fair Employment and Housing (FEHA)

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THE DCCD IS AN EQUAL OPPORTUNITY EMPLOYER

To apply, visit:

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