Service Desk Manager

Texas A&M University System • Stephenville, TX

1d • $53,497 - $70,988 • Onsite

About The Position

Tarleton State University is hiring a Service Desk Manager in Information Technology - Client Services. Reporting to the Director of Client Services, the Manager leads the university’s central IT Service Desk, the first point of contact for IT support. The role oversees Tier 1 support through phone, walk-in, and online channels, supervises internal staff and student workers, and manages the university’s relationship with an outsourced call center vendor. The Manager is responsible for service quality, performance measurement, user experience, ITSM system utilization, and timely resolution of support requests. The role also supports responsible use of university-approved AI tools and automation to improve service delivery and operational efficiency.

The position is in-office at Tarleton State University’s main campus in Stephenville, Texas. The stated work hours are Monday through Friday, 8 a.m. to 5 p.m., or as work requirements indicate. The employee serves as a Campus Security Authority (CSA).

Requirements

• Bachelor’s degree in an applicable field or an equivalent combination of education and experience.
• Three years of related experience.
• Knowledge of word processing and spreadsheet applications.
• Knowledge of basic project and operations management, including decision-making, scheduling, prioritizing, quality assurance, delegation, monitoring work tasks, reporting, negotiating, vendor relations, customer relations, proposal writing, business acumen, persuasive communication, and adaptability to change.
• Knowledge of team leadership, including motivating teams, group processes, collaboration, empowerment, coaching, mentoring, training, ethical integrity, and staff supervision.
• Knowledge of the IT industry and trends, IT security regulations, and proficiency with the Information Technology Infrastructure Library (ITIL).
• Ability to use approved AI-assisted tools responsibly in IT support, protect sensitive information, and evaluate outputs for accuracy and suitability.
• Ability to multitask and work cooperatively with others.
• Excellent written communication, analytical, interpersonal, and organizational skills.
• Ability to maintain the security and integrity of critical infrastructure, which may include communications systems, computer networks and systems, cybersecurity systems, electrical grid, hazardous waste treatment systems, or water treatment systems.

Nice To Haves

• Three years of experience in IT support or service desk management, preferably in higher education, or a related role.
• Bachelor’s degree in Information Technology, Computer Science, Business Administration, or a related field, or equivalent experience.
• Strong computer skills and knowledge of applicable industry and market trends.
• Demonstrated ability to work effectively in a team environment.
• Experience managing IT service teams in higher education or a similar environment.
• Strong knowledge of IT Service Management (ITSM) best practices, such as the ITIL framework.
• Experience managing vendor relationships or outsourced IT support services.
• Proficiency with ticketing systems and remote support tools.
• Excellent problem-solving, communication, and leadership skills.
• ITIL certification or experience implementing ITIL-based processes.
• Experience with TeamDynamix or similar ITSM platforms.
• Experience managing student workers in a university IT setting.
• Experience using AI-assisted tools or workflow automation to improve IT support operations, documentation, or service reporting.

Responsibilities

• Oversee daily IT Service Desk operations and ensure timely, effective resolution of support requests.
• Recruit, hire, supervise, and develop full-time service desk employees and student workers; enforce ethical, regulatory, and performance standards and manage personnel issues.
• Analyze project needs, risks, and solutions; prioritize and direct project activities; develop project plans, resource estimates, schedules, documentation, and reports.
• Coordinate work with other organizational units and vendors, and oversee evaluation, selection, and purchase of computing resources and consulting services.
• Monitor KPIs, assess service effectiveness, and drive continuous improvement.
• Develop and maintain SLAs and ensure compliance with response and resolution targets.
• Maintain knowledge base documentation and end-user self-service resources, using approved AI-assisted tools where appropriate and verifying generated content.
• Act as the primary liaison with the outsourced call center vendor; monitor contractual SLAs and performance metrics, facilitate regular reviews, provide feedback, and recommend improvements.
• Develop project or area budgets as needed and track expenditures and revenues.
• Ensure integration of vendor operations with the university’s internal IT support structure.
• Promote customer service excellence, act as an escalation point for complex or high-priority issues, and gather feedback from faculty, staff, and students to refine support processes.
• Promote self-service tools and knowledge bases and identify opportunities to streamline workflows and improve service desk efficiency.
• Use approved AI tools and ITSM capabilities where appropriate to analyze trends and support ticket classification, routing, summarization, and workflow improvements; review outputs and protect sensitive information.
• Ensure service desk integration with Tier 2 and Tier 3 support and compliance of AI-assisted activities with university security, privacy, and technology governance requirements.
• Oversee and improve IT service delivery processes, monitor operational metrics, and implement corrective actions and continuous improvement methodologies.
• Perform limited advanced technical duties for large or multiple project teams and serve as a technical resource for other staff.
• Stay current with IT support trends and recommend improvements aligned with industry standards.
• Train and mentor staff; develop onboarding and training programs for new hires and student workers, including guidance on responsible AI-tool use.
• Participate in professional development, especially in leadership, management, industry knowledge, and project and operations management; encourage collaboration with other IT teams.

Benefits

• Comprehensive benefits package for full-time and qualifying part-time employees; detailed benefits are available on the university’s Benefits Information page.

What This Job Offers

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