IT Service Desk Manager

About the role

Under the general supervision of the Director of Information Technology, serve as primary coordinator of IT technical support for the College, including management of the Service/Helpdesk and maintenance of documentation for IT systems and processes. Assist with setup, takedown, diagnosis, and repair of computers, peripherals, and other information technology devices as needed. Provide backup support for Datatel applications administration.

Responsibilities

• Oversee day-to-day operations of the service desk team, ensuring efficient delivery of customer support, desktop management, lifecycle processes, event support, printing, and AV/classroom technology support.
• Serve as the primary point of escalation for critical operational issues, ensuring timely communication with stakeholders and resolution of service-impacting incidents.
• Collaborate with team members on development and implementation plans for campus technologies and services (e.g., Workstation Management, Classroom technology upgrades, SaaS/cloud adoption).
• Ensure staff are adequately trained on service desk processes and tools.
• Manage Service Desk Team duties, including regular team meetings, hiring, and performance management for team members and student employees.
• Track key performance indicators (KPIs) such as average ticket resolution time, first contact resolution rate, and customer satisfaction scores.
• Monitor adherence to SLAs for response times, resolution times, and escalation procedures, proactively identifying potential SLA violations and taking corrective actions.
• Communicate and coordinate with staff and leadership to escalate, communicate, and resolve operational issues impacting service quality expediently.
• Produce and review historical reports regarding projects and tickets in the service desk work queue; share performance insights with the Director of IT to resolve issues and ensure efficient resolutions.
• Collaborate with stakeholders to discuss changes in reporting processes.
• Ensure 100% of team members complete a defined set of training modules annually (e.g., tools, processes, emerging technologies).
• Conduct quarterly performance reviews with documented improvement plans for underperforming team members.

Qualifications

• Minimum: A high school diploma and experience in office automation systems, data communications system design, installation, operation, repair, sales or marketing, or processing of information in a data processing environment or related systems. A degree in a related field may substitute for the required experience on a year-for-year basis.
• Preferred:
  • A Bachelor's degree in computer science or management information science and one (1) year of experience in helpdesk or service desk management; or
  • An associate's degree in computer science or computer technology and three (3) years of experience as a team lead with computer system development and modification; or
  • A high school diploma and five (5) years of experience in computer programming or computer system development and modification.

Schedule

Thirty-seven and one-half hours (37.5) per week. Monday - Thursday, 8:00 am - 5:30 pm, Friday, 8:00 am - 11:30 am.