Manager, Service Desk

University of Notre Dame•Notre Dame, IN

About The Position

The Manager of the Service Desk within the Office of Information Technology (OIT) will lead a dynamic team responsible for providing exceptional technical support to the University of Notre Dame's faculty, staff, and students. This role will ensure the efficient operation of the Service Desk, deliver outstanding customer service, and foster continuous improvement in the delivery of IT support services. This position is one of two Service Desk Manager roles and will work in close partnership with an existing Manager to jointly lead Service Desk operations, staff development, and service delivery. The OIT Service Desk is a shared service that provides responsive, centralized support for standard computing devices and software and a single point of contact for telephone and deskside support to the Notre Dame community. Support includes handling phone calls (including remote connecting to computers when needed), electronically submitted questions, and walk-in customers requesting assistance with OIT services and desktop applications. Additionally, the Service Desk supports computer imaging, inventory management, computer ordering and installation, and provides standard technical support to partnership areas. This service is provided by leveraging in-depth troubleshooting skills to identify, diagnose, and resolve computer-related and telephone problems, as well as great communication and customer service skills to match the outstanding service provided by this team.

Requirements

Bachelor’s degree in Business, Information Technology, Computer Science, or a related field.
Excellent leadership, communication, and interpersonal skills.
Ability to work closely with key campus partners to ensure the Service Desk is well understood and received positively.
Strong background in creating and maintaining metrics to demonstrate the effectiveness of a service.
Demonstrated experience leading highly effective teams.
Understanding of ITIL (Information Technology Infrastructure Library) best practices and service management frameworks.
Demonstrated experience with IT service management (ITSM) best practices and ServiceNow or a comparable ITSM platform.
Ability to work in the United States, now or in the future, without visa sponsorship

Responsibilities

Leadership and Management Supervise, mentor, and coach a team of Service Desk technicians, promoting a culture of excellence and professional development.
Work closely with the Director to innovate and develop strategic plans for the Service Desk services and staff.
Customer Service Implement and monitor quality assurance KPIs to ensure Service Desk staff consistently provide outstanding service that meets the quality standards expected by the university.
Maintain plans to ensure business continuity during university closures, times with increased workload, and staff changes.
Act as an escalation point for complex technical and customer service issues, providing guidance and support.
Process Improvement and Automation Oversee the development and maintenance of standard operating procedures (SOPs), including documentation, training materials, and coaching resources.
Define and track key performance indicators (KPIs) to evaluate service effectiveness and identify opportunities for improvement.
Champion automation and service optimization initiatives to enhance efficiency and user experience.
Collaboration Partner closely with a peer Service Desk Manager to ensure consistent operations, shared leadership coverage, and alignment on service standards, staffing, and continuous improvement initiatives.
Work closely with other OIT departments and IT@ND colleagues to represent the Service Desk and ensure the team outcomes align with university and stakeholder goals and values.
Communication Facilitate effective communication between the Service Desk and the university community regarding IT issues, updates, and Service Desk changes.
Planning and Coaching Develop and maintain staffing and continuity plans to support service delivery during university closures, peak demand periods, and staff transitions.
Coach and develop staff to build internal talent pipelines and support long-term workforce planning.
Training Assist with training and mentoring of new Service Desk staff, students, and Temp/On-Call employees.
Project Work Represent Client Experience on IT projects and committees to aid in planning support and change management activities for new and evolving services.