Service Desk Manager

Union College Career Center in Becker Hall • Schenectady, NY

7d • $72,000 - $74,000 • Onsite

About The Position

The Service Desk Manager provides overall leadership, performance management, and continuous improvement for 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. It ensures timely, high-quality resolution of incidents and requests, promotes first-contact resolution, and uses data, quality audits, and reporting to improve customer satisfaction and operational efficiency. In collaboration with the Senior Service Desk Analyst and 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 based in Schenectady, New York, and is not eligible for relocation assistance or visa sponsorship. The annual salary range is $72,000–$74,000. The finalist’s wage or salary may be set based on factors such as departmental budgets, qualifications, experience, education, licenses, specialty, and training.

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.
• 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 and 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.

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, promote first-contact resolution, and ensure issues are escalated to Tier II analysts or other ITS teams through established workflows.
• Oversee telecommunications and networking support within the Service Desk.
• Coordinate staff and student employee schedules to maintain adequate coverage during operational hours, accounting for breaks, time off, and college break periods.
• Supervise and mentor full-time Service Desk staff and work-study students, providing coaching, guidance, and performance feedback.
• 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-related work, and promote consistent service quality and knowledge sharing.
• Develop, document, and continuously improve Service Desk procedures, workflows, and knowledge base articles in the TeamDynamix platform.
• Conduct regular quality audits of tickets and ticketing system data to ensure accuracy, consistency, and adherence to service standards.
• Analyze service trends and data, identify process improvement opportunities, and implement enhancements to 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, communicate effectively, and align work with institutional technology goals.
• Contribute to a diverse, inclusive, collaborative campus community and support institutional priorities and service excellence.

Benefits

• Generous vacation, sick, and personal time.
• Winter recess break in addition to paid holidays, in accordance with policy.
• Medical insurance options (PPO and HDHP), dental insurance, and vision insurance.
• Flexible Spending and Dependent Care Accounts.
• Free access to the on-campus fitness facility and 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