Service Desk Manager

Agency

Department

The Service Desk Manager under direction of the Deputy CIO is responsible for leading and managing the IT Service Desk team which serves as the universitys first point of contact for IT support. This role oversees Tier 1 service delivery through phone walkin and online channels while ensuring a highquality support experience for the university community. The Manager also manages the universitys relationship with a thirdparty call center vendor monitoring servicelevel agreement (SLA) compliance and ensuring alignment with university support standards.

The Manager Service Desk provides operational leadership for the universitys central IT support desk. This includes oversight of daily service desk functions staff supervision performance measurement user experience improvement and ITSM system utilization. The position plays a key role in ensuring timely and effective resolution of support requests and manages the performance of both internal teams and outsourced call center services.

Position is inoffice and located on the Tarleton State University main campus in Stephenville Texas. Work hours are MonFri; 8 AM5 PM or as work requirements indicate.

Must have the ability to work remotely at the request of the university in times of inclement weather or other special circumstances.

Essential Duties and Responsibilities:

Service Desk Operations & Leadership

• Oversees daily operations of the IT Service Desk ensuring timely and effective resolution of support requests.

• Recruits hires and supervises technical staff and student workers. Enforces ethical regulatory and performance standards. Oversees and manages personnel issues.

• Manages and develops a team of service desk staff including fulltime employees and student workers.

• Facilitates the analysis of project needs risks and recommended solutions.

• Prioritizes schedules and directs activities of a project team.

• Directs the development of project or task plans resource estimates and schedules.

• Coordinates activities with the management of other organizational units and vendors.

• Directs the preparation of project documentation and reports for clients and management.

• Oversees and coordinates the evaluation selection and purchase of computing resources and consulting services.

• Monitors and analyzes key performance indicators (KPIs) to assess service effectiveness and drive continuous improvement.

• Develops and maintains servicelevel agreements (SLAs) and ensure compliance with response and resolution time targets.

• Maintains knowledge base documentation and selfservice resources for end users.

Vendor Management & Call Center Outsourcing

• Serves as the primary liaison between the university and the outsourced call center vendor.

• Monitors vendor performance against contractual SLAs and key performance metrics.

• Assists in the development of project or area budgets. Tracks expenditures and revenues.

• Coordinates the evaluation selection. and purchase of computing resources and consulting services.

• Develops project or area budgets. Tracks expenditures and revenues.

• Ensures a seamless integration between the vendors operations and the universitys internal IT support structure.

• Provides feedback to the vendor and recommend process improvements to enhance service quality.

• Facilitates regular review meetings with the vendor to address challenges track performance and align on service expectations.

User Experience & Support Excellence

• Fosters a culture of customer service excellence ensuring a positive and productive user experience.

• Acts as an escalation point for complex or highpriority support issues.

• Gathers feedback from faculty staff and students to refine support processes.

• Promotes the use of selfservice tools and knowledge bases to improve efficiency.

Technology & Process Improvement

• Identifies opportunities to streamline workflows and enhance service desk efficiency.

• Ensures integration of the service desk with other IT support functions (Tier 2 and Tier 3).

• Leverages IT Service Management (ITSM) tools (e.g. TeamDynamix) to improve ticket tracking reporting and automation.

• Oversees designs and controls the processes for supporting the delivery of IT services. Monitors and analyzes operations metrics. Implements continuous improvement methodologies to include corrective actions.

• Performs limited advanced technical duties in support of large or multiple project teams projects and operations. Serves as a technical resource for other staff members.

• Stays current with IT support trends and recommend improvements aligned with industry standards.

Training & Staff Development

• Trains and mentors service desk staff to ensure highquality support and professional growth.

• Develops onboarding and training programs for new hires and student workers.

• Participates in training and professional development with a special emphasis on leadership development management industry related acumen and project and operations management.

• Encourages collaboration with other IT teams to enhance problemsolving and technical knowledge.

Minimum Qualifications
Required Education and Experience:

• Bachelors degree in applicable field or equivalent combination of education and experience.

• Three years of related experience.

Knowledge Skills and Abilities:

• Knowledge of word processing and spreadsheet applications.

• Knowledge of basic project and operations management including decision making scheduling prioritizing quality assurance delegating monitoring work tasks reporting negotiating basic vendor relations advanced customer relations skills proposal writing business acumen persuasive communication and adaptability to change.

• Knowledge of team leadership skills including motivating team and group processes team collaboration empowering coaching mentoring training ethical integrity and supervising staff.

• Industry related skills to include knowledge of the IT industry and trends knowledge of IT security regulations and proficiency with the Information Technology Interface Library (ITIL).

• Ability to multitask and work cooperatively with others.

• Excellent written communication analytical interpersonal and organizational skills.

Preferred Qualifications:

• Three years of experience in IT support or service desk management preferably in a higher education environment or a related role.

• Bachelors degree in Information Technology Computer Science Business Administration or related field (or equivalent experience).

• Strong computer skills.

• Knowledge of applicable industry and market trends.

• Demonstrated ability to work effectively in a team environment.

• Demonstrated ability to work effectively in a team environment.

• Experience managing IT service teams in a higher education or similar environment.

• Strong knowledge of IT Service Management (ITSM) best practices (e.g. ITIL framework).

• Experience managing vendor relationships or outsourced IT support services.

• Proficiency with ticketing systems and remote support tools.

• Excellent problemsolving communication and leadership skills.

• ITIL certification or experience implementing ITILbased processes.

• Experience with TeamDynamix or similar ITSM platforms.

• Experience managing student workers in a university IT setting.

Salary:

Commensurate with experience

Salary Range:

The target base annual salary is commensurate with experience and may be negotiable based on funding availability and candidate experience/skillset in relation to the minimum requirements of this position. Tarleton State University offers a career filled with purpose and opportunity in addition to competitive wages. As part of the Tarleton family the following benefits are also available to full time and qualifying part time employees:

Educational Benefits employee perks that help enrich grow and foster career and professional development:

• Family Education Benefit (Tuition Scholarship) scholarship opportunities for Tarleton employees their spouses or their dependents available after 6 months of continued fulltime employment. Click the link to learn more about this incredible Texan benefit!

• Masters Educational Assistance is designed to invest in and assist employees further their knowledge skills and job effectiveness through 100% of eligible tuition and fees being paid on enrollment. Click link for additional guidelines and details!

Employee Health Wellness and Financial Planning

• Fully covered employee health insurance

  • Reimbursement of Insurance Premium Deductions! The State of Texas contributes to eligible employees insurance coverages as of the 1stday of the month following 60 days of employment in an eligible position. For those who elect coverage PRIOR to the first of the month after 60 days of employment Tarleton State University will reimburse employees the State contribution towards health coverage during those first 60 days.

• Dental insurance

• Vision insurance

• Retirement and Insurance programs

Paid Leave

Tarleton employees enjoy one of the greatest PTO packages in the area!

• Paid sick leave

• Holiday pay

• Vacation

• Longevity pay

• Paid Birthday Leave Tarleton State University awards all leaveeligible employees paid time off for their birthday!

Other

• Complimentary tickets to all Athletic and Performing Fine Arts events!

  • Tarleton Employees enjoy two complimentary general admission tickets for athletics and performing fine arts events on campus! Join Texan Nation on the bleachers or in the auditorium.

• Employee Wellness Release Time

• Staff Gym Membership Discount with Campus Recreation

• and other Tarleton Discounts

Qualified candidates are encouraged to submit a completed application for consideration. Initial review of applications will begin immediately and continue until position is filled.

Application Procedure:

During the application process applicants have one opportunity to enter the requested information upload documents and Submit the application. Applicants will not be able to make changes or add additional documents once the application materials have been submitted via Submit action.

Employment applications must include:

• Completed online application

• Cover Letter / Letter of Interest addressing qualifications

• Curriculum Vitae or Resume

• At least 3 current professional references and their full contact information

Applications received by Tarleton State University must have all job application data entered. Failure to provide all job application data could result in an invalid submission and a rejected application. See resume is not an acceptable entry in the job application. Incomplete applications will not be considered.

All positions are securitysensitive. Applicants are subject to a criminal history investigation and employment is contingent upon the institutions verification of credentials and/or other information required by the institutions procedures including the completion of the criminal history check.

Equal Opportunity/Veterans/Disability Employer.