Service Desk Manager

Union College • Schenectady, NY

5d • Onsite

About The Position

The Service Desk Manager leads the college’s Service Desk, the primary technology-support contact for students, faculty, and staff. The role oversees daily operations, staff supervision, and service delivery, including telecommunications and networking support. The manager promotes timely, high-quality incident and request resolution, first-contact resolution where possible, and continuous improvement informed by data, quality audits, and reporting.

Working with the Senior Service Desk Analyst and the Director of Client Services, the manager contributes to strategic planning, process refinement, and the development of a customer-focused, inclusive, and effective technology-support environment. The position is exempt, regular full-time, and in-person. It is not eligible for relocation assistance or visa sponsorship. The role is based in Schenectady, New York, and offers an annual salary range of $72,000–$74,000.

Requirements

• Bachelor’s degree in a related field, or an Associate’s degree combined with significant relevant professional experience.
• Three to five years of experience in a technology support or service desk environment.
• 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; ability to 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.
• Ability to supervise, mentor, and develop staff and student employees.
• Strong organizational, analytical, and time-management skills, including the ability to prioritize competing demands.
• Ability to contribute positively to a collaborative, team-oriented work environment that supports institutional priorities and service excellence.
• Excellent verbal and written communication skills, including the ability to engage users with varying technical skill levels.
• Ability to support, contribute to, and strengthen a diverse, inclusive, and collaborative campus community.

Nice To Haves

• Preferred supervisory or lead responsibilities.

Responsibilities

• Oversee daily Service Desk operations, including intake, prioritization, and resolution of incidents and service requests.
• Monitor the Service Desk queue, emphasize first-contact resolution, and ensure issues are escalated to Tier II analysts or other IT teams using established workflows.
• Oversee telecommunications and networking support within the Service Desk.
• Coordinate staff and student employee schedules to maintain coverage during operational hours, accounting for breaks, time off, and college break periods.
• Supervise, mentor, coach, and provide performance feedback to full-time Service Desk staff and work-study students.
• Maintain an ongoing training program and foster a collaborative, client-focused team environment.
• Train and support the Senior Service Desk Analyst in Tier II telecommunications work.
• Promote consistent service quality and knowledge sharing across the team.
• Develop, document, and continuously improve Service Desk procedures, workflows, and knowledge base articles in TeamDynamix.
• Conduct regular quality audits of tickets and ticketing-system data for accuracy, consistency, and compliance with service standards.
• Analyze trends and service data, identify process improvements, and implement changes to improve service delivery and operational efficiency.
• Track and analyze key performance indicators, including first-contact resolution, ticket aging, and customer satisfaction.
• Collaborate with the Senior Service Desk Analyst on reporting, auditing, and improvement planning.
• Prepare monthly operational reports for the Director of Client Services.
• Work with other IT teams to coordinate support, communication, and alignment with institutional technology goals.
• Contribute to strategic planning, process refinement, and an inclusive, customer-focused technology support environment.

Benefits

• Generous vacation, sick, and personal time.
• Winter recess break in addition to paid holidays, in accordance with policy.
• Medical insurance options, including PPO and HDHP plans.
• Dental insurance.
• Vision insurance.
• Flexible spending and dependent care accounts.
• Free access to the on-campus fitness facility.
• Discounts for on-campus wellness programs.
• Pre-tax and post-tax participation in a 403(b) retirement plan.
• Salary continuation program in the event of disability.
• Tuition Exchange.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager