Hi Charles,


For the role you described, our Help Center is staffed with a Team Lead.  This position is instrumental in our day-to-day operational work and also provides mentoring, guidance and regular feedback to our Help Center Support Consultants.  Responsibilities also include technical guidance, scheduling, reporting and participation in our service team collaboration work for continual service improvement.  An overview of the position description is below:


As a member of the Help Center staff, this person will provide first line customer service and support for incident and requests via phone, email and in person for CMU affiliates. Team members resolve incident and service requests including but not limited to account management, operating systems, software and network connectivity for PC, Macintosh, and UNIX platforms. The Help Center Team Lead will also monitor and optimize daily help center workflow by managing queues to identify, analyze and implement process improvements to service levels and response times. This person will influence team members with activities and achieve tasks while striving to be the topmost help center by following and understanding best IT practices in higher education. This position is responsible for day-to-day operations of the Computing Services Help Center which works directly with computer users and support staff.


Our Help Center Team Lead reports directly to me.  I am also responsible for our Executive IT and Desktop Support Programs.  Hope this is helpful, Kimberly


Kimberly Hennessey | Sr. Manager, IT Service Desk | Computing Services | Carnegie Mellon University

119 Cyert Hall, Pittsburgh, PA 15213 | 412.268.4357 | [log in to unmask]


From: The EDUCAUSE IT Support Services Constituent Group Listserv [mailto:[log in to unmask]] On Behalf Of Charles Drawdy
Sent: Monday, November 07, 2016 8:28 PM
To: [log in to unmask]
Subject: [ITSUPPORTSERVICES] Help Desk Analysts Job Description


First of all, I want to thank all who have responded to my request in the past for information and feedback. The information has been very helpful.

I now have another request. This is more for those who manage or have a help desk department. I am looking at the idea of redesigning my staff's job description to give some of them a chance to be prompted to a more supervisory or team role. My current staff are called Help Desk Analysts. I want to create a position that is between that and me as a manager. In a word, I am seeking someone to be my right-hand individual. If you have any good ideas on a title and/or job descriptions that you can share, I would be very grateful if you don't mind sharing.

Let me know if you have any questions or need some clarifications.





Charles E Drawdy
Manager, Help Desk
Gallaudet Technology Services
Gallaudet University
[log in to unmask]
Video Phone: 202-250-2662

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