| Location | Rock Springs, WY |
| Job Title | Service Desk Manager (24/7 Help Desk Lead) | ||||||||
| Client Company/Dept. Name | Western Wyoming Community College | ||||||||
| Address | 2500 College Drive, E-460 | City Name | Rock Springs | State Name | WY-Wyoming | Zip Code | 82901 | If others (Address) | |
| Bill Rate | Min: $ | Max: $ | |||||||
| Pay Rate | Min: $ Not mentioned. Please find the candidate within lowest market competitive rate | Max: $ | Mark up % (if any) | ||||||
| Duration of the project | Project Start Date | Nov. 13, 2026 | Project End Date | 3-year initial term, with renewal options | Due date for Resume submission | 10/15/2026 | |||
| No. of Openings | 1 | No. of Maximum Submissions | 1 | ||||||
| Job Description | Role summary: Owns WWC's supplemental 24/7 help desk for students, faculty and staff, covering about 3,300 3,400 tickets a year plus unlogged password resets. Owns SLAs, escalation to WWC IT and service reporting. The focus is access and authentication: functional Colleague and Canvas questions escalate to WWC IT, and student personal devices are out of scope (Addendum 2). Reports to: Fractional CIO (operational oversight of the managed help desk) Works with: WWC PC technicians, Colleague application support, systems/network administrators, SOC & IR Lead Location: US-based; remote, with onsite visits for onboarding and peak registration periods as needed Allocation: 0.5 FTE leadership of a 24/7/365 service desk Key responsibilities: " Design and run 24/7/365 multi-channel support (phone, email, chat, web portal), including evenings, weekends, holidays and peak registration and term-start periods. " Define and manage SLAs: response and resolution targets by priority, first-contact resolution, abandon rate and customer satisfaction targets. " Set up ticket intake and tracking in SolarWinds Web Help Desk, or recommend an alternative ITSM/telephony platform, decided after award (Addendum 1). " Build the knowledge base and runbooks for Tier-1 support: password resets and account unlocks, MFA and Entra ID self-service password reset, Canvas and Colleague Self-Service login and access, Microsoft 365 apps, Wi-Fi and network access, and remote support. " Define the escalation matrix to WWC IT staff and the SOC for suspected security incidents (phishing, compromised accounts). " Enforce identity verification procedures for password and account requests to prevent social engineering and FERPA exposure. " Produce monthly service reports, SLA compliance reports, customer satisfaction results and ticket trend analysis with recommendations (for example, self-service and automation opportunities). " Run continuous improvement and quarterly service reviews with the CIO. Deliverables owned: the help desk onboarding and transition plan, service catalog and SLA definitions, the escalation matrix, knowledge base, monthly service and SLA reports, customer satisfaction reports, and ticket trend analysis. | ||||||||
| Skill set info | Experience: 10+ years in IT service desk operations, including 5+ years managing 24/7 or multi-site service desks Required qualifications: " 10+ years in IT service desk or support operations, including 5+ years managing 24/7 service desks for multiple clients or sites; higher education service desk experience strongly preferred. " Hands-on with ITSM platforms (SolarWinds Web Help Desk, ServiceNow, TeamDynamix or Freshservice) and contact center telephony. " Strong knowledge of Microsoft 365 and Entra ID identity support, Canvas LMS access support and student SIS portals. " Experience setting SLAs, building KPI dashboards and running service reviews. " Bachelor's degree in IT or Business, or equivalent experience. Preferred: experience supporting students, faculty and staff in community colleges, including peak registration surges and evening online-learner support. | ||||||||
| Education | Bachelor's degree in IT or Business, or equivalent experience. | ||||||||
| Certifications (if required) | Certifications (required): ITIL 4 Foundation. Preferred: ITIL 4 Managing Professional, HDI Support Center Manager, Microsoft 365 Certified (MS-102 or MD-102), CompTIA A+ or Security+. | ||||||||
| Documentation Required for submission | Updated Resume | ||||||||
| Work Hours | 0.5 FTE leadership of a 24/7/365 service desk | ||||||||
| Account Manager Name (Proposal Team) | |||||||||
| Work authorization required | USC/GC/EAD/H1 also | ||||||||
| Relocation is accepted | No | ||||||||
| Remote work | Yes, remote is fine. Onsite visits for onboarding and peak registration periods as needed | ||||||||
| Additional Notes if any | Candidate can be based anywhere in the US. Being located in or near Rock Springs, Wyoming is a preference only, not a requirement. Onsite visits will be needed for onboarding and peak registration periods. | ||||||||
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