Service Desk Manager

About the role

The Service Desk Manager is responsible for the overall leadership, performance, and continuous improvement of the college’s Service Desk, which serves as the primary point of contact for technology support for students, faculty, and staff.

Responsibilities

• Oversees the daily operations of the Service Desk, managing the intake, prioritization, and resolution of incidents and service requests to ensure timely, consistent, and high-quality support.
• Maintains a robust, ongoing training program and fosters a collaborative, client-focused team environment.
• Trains and supports the Senior Service Desk Analyst in Tier II telecommunications related work.
• Leads the development, documentation, and continuous improvement of Service Desk procedures, workflows, and knowledge base articles within the TeamDynamix platform.
• Tracks and analyzes key performance indicators, including first-contact resolution, ticket aging, and customer satisfaction, using these metrics to inform decision-making and drive continuous improvement.
• Collaborates with the Senior Service Desk Analyst on reporting, auditing, and improvement planning initiatives and prepares monthly operational reports for the Director of Client Services.
• Works closely with other IT teams to ensure coordinated support, effective communication, and alignment with institutional technology goals.

Qualifications

• Bachelor’s degree in a related field, or an Associate’s degree combined with significant relevant professional experience.
• Minimum of three to five years of experience in a technology support or service desk environment, with preferred supervisory or lead responsibilities.
• Strong working knowledge of telecommunications and networking systems (including VoIP platforms, gateways, call center applications, and cabling infrastructure; perform diagnostics, configuration changes, and system maintenance).
• Strong working knowledge of desktop operating systems, common enterprise applications, and telecommunications support concepts.
• Experience developing documentation, knowledge base content, and service processes.
• Proven ability to supervise, mentor, and develop staff and student employees.
• Strong organizational, analytical, and time-management skills with the ability to prioritize competing demands.
• Proven ability to contribute positively to a collaborative, team-oriented work environment that supports institutional priorities and service excellence.
• Excellent verbal and written communication skills, with the ability to engage effectively with users of varying technical skill levels.
• Ability to support, contribute to, and strengthen a diverse, inclusive, and collaborative campus community.

Pay

The annual salary range for this position is $72,000-$74,000. Except for roles with a set rate of pay, the wage/salary of the finalist selected for this role will be set based on a variety of factors, including but not limited to departmental budgets, qualifications, experience, education, licenses, specialty, and training.