Service Desk Manager

Tarleton State University•Stephenville, TX

1d•Onsite

About The Position

Tarleton State University is seeking a Service Desk Manager to lead and manage the university’s IT Service Desk, the first point of contact for IT support. Reporting to the Director of Client Services, the Manager oversees Tier 1 support through phone, walk-in, and online channels, manages service desk staff, monitors service performance, improves the user experience, and supports effective use of IT Service Management (ITSM) systems. The role also manages the university’s relationship with an outsourced call center vendor, monitoring contractual service-level agreement (SLA) compliance and aligning vendor services with university support standards. The position provides operational leadership for the central IT support desk, including daily operations, staff supervision and development, performance measurement, service documentation, workflow improvement, and coordination with Tier 2 and Tier 3 IT teams. The Manager may use university-approved AI tools and automation to improve service delivery and operational efficiency, while protecting sensitive information and verifying AI-generated outputs. This is an in-office position on the Tarleton State University main campus in Stephenville, Texas. Work hours are Monday through Friday, 8:00 a.m. to 5:00 p.m., or as work requirements indicate. The position 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 tasks, reporting, negotiation, vendor relations, customer relations, proposal writing, business acumen, persuasive communication, and adaptability.
Knowledge of team leadership, including motivation, 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 assess 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.

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 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, develop, and manage personnel issues for service desk staff, including full-time employees and student workers.
Enforce ethical, regulatory, and performance standards.
Analyze project needs, risks, and recommended solutions; prioritize and direct project activities; and develop project plans, resource estimates, schedules, documentation, and reports.
Coordinate activities with other organizational units and vendors, and oversee evaluation, selection, and purchase of computing resources and consulting services.
Monitor and analyze key performance indicators and operations metrics to assess service effectiveness and drive continuous improvement.
Develop and maintain service-level agreements and ensure compliance with response and resolution targets.
Maintain knowledge-base documentation and self-service resources, using approved AI-assisted tools where appropriate and verifying generated content.
Serve as the primary liaison to the outsourced call center vendor; monitor contractual SLAs and performance metrics, provide feedback, facilitate regular reviews, and recommend process improvements.
Develop project or area budgets, assist with budget development, and track expenditures and revenues.
Ensure seamless integration between vendor operations and the university’s internal IT support structure.
Foster customer service excellence, act as an escalation point for complex or high-priority issues, gather user feedback, and promote self-service tools.
Identify opportunities to streamline workflows and improve service desk efficiency, including analysis of recurring issues and service trends using approved AI tools.
Protect sensitive information and ensure AI-assisted support activities comply with university information security, data privacy, and technology governance requirements.
Ensure integration of the service desk with Tier 2 and Tier 3 support functions and use ITSM tools such as TeamDynamix to improve ticket tracking, reporting, and automation.
Oversee, design, and control processes for delivering IT services; implement continuous improvement methodologies and corrective actions.
Perform limited advanced technical duties for project teams and operations, and serve as a technical resource to 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; and guide responsible use of approved AI-assisted support tools.
Participate in professional development, particularly in leadership, management, industry knowledge, and project and operations management.
Encourage collaboration with other IT teams to strengthen problem-solving and technical knowledge.