Manager - Service Desk

Key Responsibilities

• Lead Service Desk operations aligned with HDI Level 3–4 (Customer-Led / Business-Led) maturity practices.
• Establish a strong customer experience culture focused on empathy, first-contact resolution, and measurable service outcomes.
• Use metrics and performance indicators to proactively improve services and reduce demand.
• Oversee workforce planning, scheduling, and capacity management to match academic cycles.
• Develop staff and student employees through structured onboarding, coaching, knowledge sharing, and continuous improvement practices.
• ITSM & Team Dynamix Platform Responsibilities
• Administer and enhance the Team Dynamix ITSM platform, including ticketing, request forms, workflows, automation, and service offerings.
• Maintain the service catalog in Team Dynamix, ensuring clear service definitions, ownership, SLAs, and user-friendly request experiences.
• Create and manage reports and dashboards in Team Dynamix, including ticket aging, backlog, resolution trends, and demand analysis.
• Use Team Dynamix data to identify systemic issues, service improvement opportunities, and demand reduction strategies.
• Collaborate with IT partners to ensure consistent process adoption across departments.
• Knowledge Management & Demand Reduction (HDI Best Practices)
• Lead a knowledge-centered support (KCS-aligned) approach using Team Dynamix knowledge base capabilities.
• Oversee creation, review, and lifecycle management of internal and end-user knowledge articles.
• Promote self-service and automation to reduce walk-up visits and call volume.
• Analyze repeat incidents and work orders to drive documentation and process improvements.
• Walk-up Desk
• Oversee the full-time staff member who is the front-line contact for any walk-up student, faculty, and staff requests.
• Works to improve operations of the walk-up area.
• May need to back up the walk-up employee during breaks, lunches, and absences, as well as times of high volume.
• Contact Center
• Oversee the full-time staff and students that make up the contact center.
• Works with this team to develop the employees through coaching and training on routine issue resolution as well as escalation processes.
• Manages the third-party support company utilized for after-hours support.
• Manages and administers the contact center – Ring Central- to ensure the system is meeting the needs of the team and reviews for operational enhancements.
• May need to directly oversee the student employees or jump into the call queues to provide leadership and or additional support as needed.
• Hardware Repair
• Oversee the hardware repair technician and support team that provides services for faculty, staff, and student computers.
• Ensure consistent intake, repair tracking, user communication, and resolution documentation within Team Dynamix.
• Coordinate hardware lifecycle planning, inventory tracking, and repair metrics.
• Align endpoint support with institutional standards and security practices.

Physical Demands

• Office Environment
• Bending
• Carrying
• Moving
• Reaching
• Sitting
• Lifting
• Pulling/Pushing
• Repetitive movement
• Standing

Additional Education/Experiences to be Considered

• Master's Degree or Advanced Degree.
• Five years of progressive experience in an IT organization

Skills and Abilities

• Be a highly motivated individual who works well in a team environment or independently.
• Direct and instruct technical staff effectively, efficiently, and professionally.
• Use a broad understanding of ITIL’s ITSM core methodologies.
• Communicate effectively and follow best practices for customer service.
• Possess leadership skills in both technical and process-oriented initiatives.
• Interact effectively with all levels of organizational personnel and with outside vendors.
• Plan, organize, and make independent decisions with sound judgment.
• Aid in customer conflict resolution.
• Aid in employee-related issues when necessary.
• Use excellent verbal and written communication skills as well as analytic, technical problem-solving, and research skills.
• Express technical information in a clear and understandable way.
• Manage multiple initiatives and assignments concurrently to completion in a timely and logical manner.
• Demonstrated successful experience working directly with people from diverse backgrounds, including cultural, educational, socioeconomic, and life experiences.