Service Desk Manager

Service Desk Manager

Pay Status and Classification: Exempt Regular full-time

Supervisor: Director Client Services

Position Purpose: The Service Desk Manager is responsible for the overall leadership performance and continuous improvement of the colleges Service Desk which serves as the primary point of contact for technology support for students faculty and staff. This role oversees daily operations staff supervision service delivery including telecommunications and networking within the Service Desk. The Service Desk Manager ensures timely high-quality incident and request resolution drives first-contact resolution where possible and uses data quality audits and reporting to enhance customer satisfaction and operational efficiency. Working closely with the Senior Service Desk Analyst and the Director of Client Services the Service Desk Manager contributes to strategic planning process refinement and the ongoing development of a customer-focused inclusive and effective technology support environment.

Essential Responsibilities and Duties:

• Service Desk Operations and Service Delivery
  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. Monitors the Service Desk queue with a focus on first-contact resolution and ensures that issues are escalated to Tier II analysts or other ITS teams in accordance with established workflows. Oversees the integration and ongoing operation of telecommunications and networking support within the Service Desk to ensure seamless service delivery across supported technologies. Coordinates staff and student employee scheduling to maintain adequate coverage during all operational hours including consideration of daily breaks time off and college break periods.

• Supervision Training and Staff Development
  Supervises and mentors full-time Service Desk staff and work-study students providing coaching guidance and performance feedback to support professional growth and service excellence. 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. Demonstrates and promotes consistent service quality and knowledge sharing across the team.

• Process Improvement Documentation and Quality Assurance
  Leads the development documentation and continuous improvement of Service Desk procedures workflows and knowledge base articles within the TeamDynamix platform. Performs regular quality audits of tickets and ticketing system data to ensure accuracy consistency and adherence to established service standards. By analyzing trends and service data the role identifies opportunities for process improvement and implements enhancements that strengthen service delivery and operational efficiency.

• Reporting Metrics and Collaboration
  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:

• Bachelors degree in a related field or an Associates 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.

• Demonstrated experience managing service desk operations ticketing systems workflows and performance metrics.

• 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.

Compensation:

The annual salary range for this position is $72000-$74000.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. The stated hiring rate/range represents the Colleges good faith and reasonable estimate of the rate/range of possible compensation at the time of posting.

Location: Schenectady NY

We know some job seekers may not apply for career opportunities unless they meet every qualification in the position description including the preferred qualifications. We are most interested in hiring the best staff and faculty colleagues and recognize that a successful candidate may come from a less traditional career path. We encourage you to apply even if you dont believe you meet every one of our preferred qualifications.

We offer exceptional benefits including:

• Generous Vacation Sick and Personal Time

• Winter Recess Break in Addition to Paid Holidays (in accordance with policy)

• Healthcare Dental and Vision Insurance(Flexible Spending and Dependent Care Accounts)

• Free On-Campus Fitness Facility Access and Discounts for On-Campus Wellness Programs

• Employee Scholarships toward Certifications Seminars Training and Professional Development

• Pre and Post Tax participation in a 403(b) Retirement Plan

• Salary Continuation Program in the event of Disability

• Tuition programs

Background Checks: In accordance with our background check policy finalists for hire will undergo a background check that includes education employment and criminal convictions.

E-Verify Participation:Union College participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the United States. Learn more about E-Verify and your Right to Work (Derecho a Trabajar).