Service Desk Manager

Service Desk Manager Pay Status and Classification: Exempt, Regular full-time Supervisor: Director, Client Services Position Purpose 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. Essential Responsibilities and Duties Oversee 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. Oversee the integration and ongoing operation of telecommunications and networking support within the Service Desk to ensure seamless service delivery across supported technologies. Coordinate staff and student employee scheduling to maintain adequate coverage during all operational hours, including consideration of daily 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 to support professional growth and service excellence. Maintain a robust, 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. Demonstrate and promote consistent service quality and knowledge sharing across the team. Lead the development, documentation, and continuous improvement of Service Desk procedures, workflows, and knowledge base articles within the TeamDynamix platform. Perform regular quality audits of tickets and ticketing system data to ensure accuracy, consistency, and adherence to established service standards. Analyze trends and service data to identify opportunities for process improvement and implement enhancements that strengthen service delivery and operational efficiency. Track and analyze key performance indicators, including first‑contact resolution, ticket aging, and customer satisfaction, and use these metrics to inform decision‑making and drive continuous improvement. Collaborate with the Senior Service Desk Analyst on reporting, auditing, and improvement planning initiatives and prepare monthly operational reports for the Director of Client Services. Communicate and collaborate with other IT teams to ensure coordinated support, effective communication, and alignment with institutional technology goals. Qualifications 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; performing 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. Compensation The annual salary range for this position is $72,000–$74,000. The wage/salary of the selected candidate will be set based on departmental budgets, qualifications, experience, education, licenses, specialty, and training. The stated hiring rate/range represents the College’s good faith and reasonable estimate of the rate/range of possible compensation at the time of posting. Location Schenectady, NY Benefits Generous vacation, sick, and personal time; winter recess break and paid holidays. 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. Background check policy includes education, employment, and criminal convictions. Accommodations If you require an accommodation throughout the interview process, please contact our Human Resources department at View email address on click.appcast.io or View phone number on click.appcast.io. We are committed to ensuring that all candidates have equal access to opportunities and can participate in a fair and inclusive hiring process. Equal Opportunity Employer Union College is an equal‑opportunity employer and is strongly committed to student and workforce diversity. Union provides a blend of intellectual, social, and cultural opportunities to facilitate the integrated academic, social, and personal development of a diverse community. Union College is committed to providing access and will provide reasonable accommodation in its application process to individuals with disabilities who request such accommodations. Non‑Discrimination Policy Union College will not discriminate in the recruitment or selection of faculty and employees, or in any other area of employment, on the basis of age, sex, race, national origin, religion, religious belief, disability, sexual orientation, gender identity or expression, or veteran status. In this regard, opportunities for advancement will be made available without bias. Union College will comply with the letter and intent of all State and Federal laws and applicable orders pursuant to Equal Employment Opportunity. #J-18808-Ljbffr