Service Desk Manager (24/7 Help Desk Lead)
Abacus Service Corporation· Oct 12, 2026 · 15d ago
Rock Springs, WY
In office
Full-time
Lead
$141K–$219K est.
Job description
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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Application prep
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