Job Details

Pennsylvania State University
  • Position Number: 1971636
  • Location: University Park, PA
  • Position Type: Computer and Information Technology

Help Desk Manager (IT Manager 1)

The College of Agricultural Sciences is looking for an innovative, collaborative, customer-focused IT Manager to join the Information Technology team. This leader will serve as an integral member of the Ag IT Leadership team, will manage the daily operations of the Support/Help Desk and staff, will serve as the communication manager for Ag IT and will have responsibility for leading unit level projects.

LEADERSHIP TEAM MEMBER: The Ag IT Leadership team consists of the IT Director, Associate Director and Team Leads from the Support, Consulting and Systems and Infrastructure teams. Each leadership team member is expected to represent their team's perspective and collaborate to influence strategic decisions, projects, and initiatives to best support the information technology needs of the College. The leadership team is responsible for ensuring the actions of their respective teams align with strategic themes and values of Ag IT and support all aspects of the College of Ag Sciences mission -- teaching, research, and service.

USER SUCCESS MANAGER/TEAM LEADER: The Ag IT Support/Help Desk is currently comprised of five talented and dedicated support specialists that serve as the front line for addressing IT issues from college faculty, staff and graduate students. The leader for this team is responsible for managing the day to day operations of the help desk to ensure support services are provided effectively and efficiently. This position will build relationships with other Penn State service managers to facilitate quick and smooth transition and resolution of escalated user issues. The leader will be responsible for the coaching, mentoring, evaluating and ongoing professional development of the help desk staff, championing achievements, acknowledging and accepting responsibility for unfavorable outcomes and helping to minimize/resolve interpersonal tensions that may occasionally arise in a department of 25 passionate professionals.

COMMUNICATION MANAGER: This position will serve as the communication manager for the Ag IT unit with the expectation for upholding and enhancing the unit's relationship with the College of Ag faculty, staff, educators, and students. With the help of the Leadership Team, the individual will be responsible for authoring college-wide communications (routine updates as well as emergency notifications) and managing the unit's social media and Web presence.

PROJECT MANAGER: As part of the Ag IT team, this position will serve as project manager for small, medium, and/or large-scale IT projects, leading members from each of the Ag IT teams (help desk, consulting and systems/network administration). Collaboration with IT partners across the University is also common.

Skills and experience essential to this position include:
  • Compassionate and empathetic leader with strong emotional intelligence skills
  • Understands and promotes the value of teamwork and collaboration
  • Positive and professional attitude
  • Strong sense of professional accountability
  • Desire to embrace change, seek opportunities for innovation and promote continuous improvement
  • Demonstrated commitment to delivering exceptional customer service and user experience
  • Excellent written and verbal communication skills
  • Experience managing and developing staff
  • Project management experience
  • Strong organizational and technical skills

This position typically requires a Bachelor's degree or higher or an equivalent combination of education and experience.

The following background checks must be successfully completed for this position:

This position will require successful completion of standard background checks.

The Pennsylvania State University is committed to and accountable for advancing diversity, equity, and inclusion in all of its forms. We embrace individual uniqueness, foster a culture of inclusive excellence that supports both broad and specific diversity initiatives, leverage the educational and institutional benefits of diversity, and engage all individuals to help them thrive. We value inclusive excellence as a core strength and an essential element of our public service mission.

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CAMPUS SECURITY CRIME STATISTICS: For more about safety at Penn State, and to review the Annual Security Report which contains information about crime statistics and other safety and security matters, please go to, which will also provide you with detail on how to request a hard copy of the Annual Security Report.

Penn State is an equal opportunity, affirmative action employer, and is committed to providing employment opportunities to all qualified applicants without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.

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