CampusWorks, Inc.

IT Support

• Lead the day-to-day operations of the centralized Help Desk COE supporting multiple managed services clients within a 24x7x365 operational support environment.
• Ensure consistent delivery of Tier 1 support services across all supported institutions and customers.
• Oversee intake, triage, escalation, and communication workflows for incidents, service requests, and operational support needs.
• Ensure incidents and requests requiring advanced technical expertise are properly escalated to the appropriate higher-tier technical resources, operational support teams, or PMO processes as appropriate.
• Monitor and manage support queues, call volumes, ticket flow, response times, service levels, staffing coverage, and after-hours operational support processes.
• Develop staffing models, scheduling strategies, and workforce management practices to support continuous 24x7x365 operational coverage.
• Act as a leadership escalation point for urgent, high-impact, or complex customer support situations.
• Establish operational standards, procedures, workflows, and service delivery expectations.
• Develop and maintain reporting dashboards, operational metrics, KPIs, and service performance measurements.
• Drive operational maturity and process improvement initiatives aligned with ITSM and industry best practices.
• Partner with leadership to support operational planning, growth strategies, and service scalability initiatives.

Director, Help Desk Center of Excellence

Human Resources

• Play a central role in shaping employee experience at Drew University.
• Responsible for recruitment, onboarding, and employee lifecycle management.
• Build strong relationships with supervisors and employees.
• Coordinate and manage search processes and hiring requests.
• Conduct new hire orientation and onboarding sessions.
• Partner with supervisors on position management and compensation.
• Serve as point of contact for employee relations and performance management.

Human Resources Generalist

• Serve as the primary point of contact for students, faculty, and staff contacting the IT Help Desk, providing Tier 1 support for issues in a timely and professional manner.
• Troubleshoot and resolve Tier 1 issues, such as password resets and account management, and other issues supported by knowledgebase articles.
• Collaborates with IT staff to resolve and manage unresolved tickets in the IT ticket tracking system.
• Creates accurate and detailed tickets based on every customer encounter.

Director, Help Desk Center of Excellence

Human Resources Generalist

Bilingual Help Desk Technician