Service Desk Manager

Union College Career Center in Becker Hall • Schenectady, NY

1d • $72,000 - $74,000 • Onsite

About The Position

The Service Desk Manager is responsible for the overall leadership, performance, and continuous improvement of the college’s 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.

Requirements

• Bachelor’s degree in a related field, or an Associate’s 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.

Responsibilities

• 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.
• 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.
• 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.
• 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.

Benefits

• 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

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: Associate degree