At Bryn Mawr, we've had a number of different titles for our pro staff, including Help Desk Associate (an intern-like position), Help Desk Technician, and Help Desk Coordinator. I like the "Coordinator" title for people who do supervision/light management as well as administrative Help Desk wrangling.



Katie Feno
Manager of Public Service Desks
Library & Information Technology Services
Bryn Mawr College
x7445, [log in to unmask]

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From: The EDUCAUSE IT Support Services Constituent Group Listserv <[log in to unmask]> on behalf of Sandi Carpenter <[log in to unmask]>
Sent: Tuesday, November 8, 2016 9:07 AM
To: [log in to unmask]
Subject: Re: [ITSUPPORTSERVICES] Help Desk Analysts Job Description

We call our Help Desk the Tech Support Center and it is combined of 25 student workers and then one full-time staff member that is my right hand individual.

The title was Tech Support Center Supervisor but we have recently changed it to Tech Support Manager.

We also have students who are Shift Leaders and have the responsibility of doing some of the low level tasks that the Tech Support Manager does. This has helped in letting the Manager concentrate on higher level responsibilities, training etc.  It also helps me out when the Manager takes time off or is out of the office.

Hope this helps.

On Mon, Nov 7, 2016 at 8:28 PM, Charles Drawdy <[log in to unmask]<mailto:[log in to unmask]>> wrote:
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]<mailto:[log in to unmask]>
Video Phone: 202-250-2662

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All technical support needs for all AU systems from Faculty, Staff and Students need to go through the Tech Support Center.

Going through the TSC for support needs is always the best first path.

Contacting an I.T. staff directly with issues only causes more delays and confusion.

If you require assistance please contact:

Ashland University Tech Support Center
- Submit a ticket:
- Phone ext. (on campus): 5405
- Phone (off campus): 419-289-5405 or 1.866.434.5222

Sandi Carpenter
Ashland University
Information Technology
Director Client Services/Tech Support Center/Audio Visual

********** Participation and subscription information for this EDUCAUSE Constituent Group discussion list can be found at

Participation and subscription information for this EDUCAUSE Constituent Group discussion list can be found at