For more than 60 years, Tyndale has helped readers discover the life-giving truths of God’s Word. Today we’re one of the largest independently owned Christian publishers in the world. Though our business has grown, our mission remains the same: to open God’s Word to as many as possible in language they can relate to and understand.
We are looking for a technology support manager with strong interpersonal skills to join our Information Services team! We need someone who can provide leadership and direction to the help desk function, ensuring exceptional technology support services for Tyndale employees. We also are looking for someone who will be responsible for managing help desk operations, mentoring support staff, resolving escalated issues, and advancing support processes.

SKILLS AND QUALIFICATIONS NEEDED

• 5+ years of experience in technical support or IT help desk roles, with 1–2 years in a supervisory or lead position preferred.
• Strong understanding of desktop and mobile operating systems (Windows, macOS, iOS), standard productivity tools (Microsoft 365), and common enterprise applications.
• Familiarity with ticketing systems (e.g., Jira, Freshservice, ServiceNow, or similar).
• Knowledge of basic networking concepts, user authentication (e.g., Active Directory), and asset lifecycle management.
• Excellent interpersonal, organizational, and communication skills.
• Demonstrated ability to lead a team, manage priorities, and build a service-focused culture.
• Relevant certifications (e.g., ITIL Foundation, CompTIA A+, Network+, or Microsoft certifications) are a plus.
• Personal alignment with and adherence to the Bible as God’s Word, and agreement with our Statement of Faith.
  We want to hear more about you and why you are interested in Tyndale and this role, so we highly recommend including a cover letter.
  Tyndale has been repeatedly certified as a Best Christian Workplace. Learn more about us and what we believe at www.tyndale.com/our-mission.
  The hiring range for this position is $65k to $75k annually. Actual offers will take into consideration the candidate’s education, experience, industry knowledge, technical skills, and other relevant factors. A summary of Tyndale’s comprehensive benefits is: https://www.tyndale.com/careers/benefits

• Lead, mentor, and evaluate help desk team members to drive performance, growth, and accountability.
• Establish clear goals, optimize scheduling, and implement training plans to ensure consistent, high-quality support and coverage.
• Ensure prompt resolution of support requests by managing ticket flow, handling escalations, and maintaining high service standards.
• Drive continuous improvement by monitoring user satisfaction and overseeing efficient onboarding/offboarding technology processes.
• Establish and enforce help desk policies, procedures, and documentation to ensure consistency and knowledge sharing.
• Leverage support metrics and tools to monitor performance, optimize workflows, and improve service efficiency.
• Collaborate with infrastructure, systems, and security teams to address cross-functional technology needs.
• Serve as a liaison between end-users and technical teams to ensure effective communication.