IT Service Desk Manager

Florence-Darlington Technical College; Florence (SC); On-site; USD 55,000 - 75,000; Full time

Job summary

Florence-Darlington Technical College is seeking a qualified IT Service Desk Manager to lead the college's Service Desk operations, supervise staff, and ensure reliable desktop and classroom technology support.

Responsibilities include KPI tracking, SLA adherence, coordination with campus stakeholders, and developing training programs to maintain high service quality. This role requires strong organizational and leadership skills and a commitment to excellent customer service.

Qualifications

• High school diploma and experience in office automation systems, data communications system design, installation, operation, repair, sales or marketing, or processing of information in a data processing environment or related systems. A degree in a related field may substitute for the required experience on a year-for-year basis.

Responsibilities

• Oversee day-to-day operations of the service desk team, ensuring efficient delivery of customer support and desktop management.
• Collaborate with teammates on technology and service plans for the campus, incl. Workstation Management, classroom upgrades, SaaS/cloud adoption.
• Manage Service Desk Team activities: meetings, performance, and staffing. Track KPIs like ticket resolution time and customer satisfaction.
• Ensure SLA adherence for response and resolution times; escalate and resolve issues with stakeholders.
• Produce and review reports on projects and tickets; share insights with IT leadership.
• Ensure 100% of team members complete annual training modules and conduct quarterly performance reviews.

Skills

Service desk management

Team leadership

Customer service

KPI tracking

Education

Bachelor's degree in Computer Science or MIS

Associate's degree in Computer Science or Computer Tech

High school diploma with extensive IT experience

Tools

Datatel

Job description

Description

General Responsibilities:

Under the general supervision of the Director of Information Technology, serve as primary coordinator of IT technical support for the College, to include management of the Service / Helpdesk, maintenance of appropriate documentation pertaining to IT systems and processes. Assist with setup/takedown and diagnosis/repair of computers, peripherals, and other information technology devices as may be needed. Provide backup support for Datatel applications administration.

Examples of Duties:

Job Functions

• Oversee day-to-day operations of the service desk team, ensuring efficient delivery of customer support, desktop management, and lifecycle processes, event support, printing, and AV/classroom technology support. Serve as the primary point of escalation for critical operational issues, ensuring timely communication with stakeholders and resolution of service-impacting incidents.
• Collaborate with other team members on the development and implementation plans for technologies and services for the campus (e.g., Workstation Management, Classroom technology upgrades, SaaS/cloud adoption). Ensuring staff are adequately trained on service desk processes and tools.
• Responsible for management duties of the Service Desk Team (e.g., regular team meetings, hiring, performance management) including team members and student employees. Tracking key performance indicators (KPIs) like average ticket resolution time, first contact resolution rate, and customer satisfaction scores.
• Monitoring adherence to SLAs for response times, resolution times, and escalation procedures.. Proactively identify potential SLA violations and taking corrective actions Communicate and coordinate with staff and leadership to ensure operational issues impacting service quality are escalated, communicated, and resolved in an expedient fashion.
• Produce and review historical reports regarding projects and tickets in the service desk work queue; share performance and any insights with the Director of IT in effort to resolve issues and ensure efficient resolutions. Collaborate with appropriate stakeholders to discuss any changes in the reporting processes.
• Ensure 100% of team members complete a defined set of training modules annually (e.g., tools, processes, emerging technologies). Conduct quarterly performance reviews with documented improvement plans for underperforming team members.
• Other duties as assigned.

Typical Qualifications

Minimum Requirements:

A high school diploma and experience in office automation systems, data communications system design, installation, operation, repair, sales or marketing, or processing of information in a data processing environment or related systems. A degree in a related field may be substituted for the required experience on a year-for-year basis.

Preferred Requirements:

Prefer a Bachelor's degree in comp science or management info science and one (1) year exp in helpdesk or service desk management; or an associate's degree in comp science or comp tech and three (3) years exp as a team lead with comp system development & modification; or HS diploma and five (5) years exp in comp programming or comp system development & modification.

Supplemental Information

Anticipated Work Hours

Thirty-seven and one-half hours (37.5) per week. Monday - Thursday, 8:00 am - 5:30 pm, Friday, 8:00 am - 11:30 am

Classifications

AM50 - TEC 05 #61130849 Legacy #147428