Manager, IT Help Desk

Education:  Associate’s degree in an IT-related field OR equivalent combination of education and experience. Preferred:  Bachelor’s degree or higher in an IT related field.
Knowledge and Skills:

• At least three years of experience as an IT manager supervising an IT support team
• Ability to lead and develop Help Desk staff through effective supervision, task delegation, and ongoing skill growth
• Demonstrated experience managing a ticketing system, setting priorities, and coordinating workflows effectively
• Strong understanding of end-user computing environments
• Familiarity with patch management, OS deployment, system hardening practices, and secure device lifecycle management
• Proficiency with endpoint and mobile device management platforms
• Knowledge of VoIP phone systems and basic telephony configuration
• Ability to support IT and A/V equipment deployment, troubleshooting, and classroom technology readiness
• Experience with Microsoft 365 and Active Directory administration, including Teams, SharePoint, and end-user account management
• Skilled in maintaining an accurate inventory of devices, peripherals, checkout equipment, and classroom technology
• Ability to maintain confidentiality
• Communicates clearly, resolves escalations professionally, builds strong campus relationships, and delivers effective user training
• Keen attention to organization, detail, and accuracy
• High quality written and verbal communication skills
• Ability to work independently with a strong emphasis on planning, prioritization, and execution
• Knowledge of IT products, services, and compliance requirements pertinent to higher education institutions or the NC Community College System.

Physical Demands:
Position may include, but is not limited to, lifting (up to 60 pounds), prolonged standing, sitting, bending, stooping, and operating or performing work with associated tools and machines.  Manual dexterity required.   
Licensing Requirement:  Preferred: CompTIA A+, Security+;Microsoft 365 orOfficecertifications; ITIL Foundations; Other entry-level to advanced IT and A/V certifications

See minimum qualifications

Carteret Community College (Morehead City, NC) is accepting applications for an on-site, full-time Manager, IT Help Desk.   The IT Help Desk Manager leads and coordinates the College’s frontline IT and A/V support services by supervising the IT Help Desk team and overseeing all daily support operations. The position ensures effective management of ticketing workflows, technology deployments, event support, wiring projects, and device inventories while administering end-user device and patch management systems. They ensure consistent, dependable, high-quality service is provided to students, faculty, and staff.

Salary Range: commensurate with experience and education
Applications will be accepted until the position is filled.  The first application review will take place on February 24, 2026, then weekly thereafter.
Interested applicants may apply at:  www.carteret.edu
The full application must be completed.  We recommend that you attached copies of any certifications and unofficial transcripts.  A cover letter and resume are helpful.  

Duties Include:

• Oversee daily IT Help Desk operations, ensuring timely, high-quality technical support for students, faculty, and staff.
• Monitor, prioritize, and manage all incoming service requests via the ticketing system, phone, email, and walk-ins.
• Review service failures, analyze trends, and determine root-cause to improve technical and procedural outcomes.
• Identify issues requiring escalation and coordinate additional resources or IT staff as needed for resolution.
• Lead and manage the IT Help Desk team, including IT Specialists, IT Specialist II, and student workers ensuring they follow established procedures and service standards.
• Oversee the preparation, maintenance, and support of classroom computers, instructional technology, and A/V systems; includes remote sites.
• Coordinate and ensure IT and A/V coverage for campus events, including scheduling, equipment readiness, and on-site support.
• Lead minor wiring projects and supervise the installation and maintenance of network and A/V cabling across campus.
• Oversee deployment of new computers, software, endpoint configurations, and peripheral equipment.
• Manage end-user device and VoIP management platforms (e.g., Endpoint Central, Jamf Pro, Microsoft Intune, True IP Solutions).
• Maintain accurate inventory of computers, phones, Mi-Fi hotspots, and other user-facing devices, including equipment checkout workflows.
• Maintain, update, and improve IT Help Desk procedures, documentation, onboarding materials, and knowledge base content.
• Deliver IT onboarding for new employees.
• Coordinate with IT Administrators on escalated issues or systemwide projects impacting end-user services.
• Participate in IT projects, missions, and goals in alignment with the College mission, priorities, and strategic plan.
• Willingness to learn multiple roles and be flexible with work assignments.
• Serve on College committees and task forces as assigned.
• Attend required campus events including graduation, professional development, and employee meetings.
• Perform other duties as required.

Apply online at https://www.schooljobs.com/careers/carteretcc/jobs/5239964/manager-it-help-desk-full-time?page=2&pagetype=jobOpportunitiesJobs  or www.carteret.edu

personnel@carteret.edu

Elizabeth Scheller, HR Specialist