IT Service Desk Manager

Agence PROvidence; Providence (RI); On-site; USD 85,000 - 110,000; Full time

Job summary

Agence PROvidence seeks an IT Service Desk Manager to lead daily operations and ensure high-quality campus technology support. You will supervise staff, manage ticket workflows, and coordinate with infrastructure, security, and other IT teams to deliver exceptional service.

The role requires a Bachelor’s degree and 3–5 years in a help desk or similar setting, with strong communication and organizational skills. On-site work in Providence, RI is expected.

Qualifications

• Bachelor’s degree is required.
• 3–5 years in a call center, help desk, or similar environment.
• Experience managing staff.
• Excellent verbal and written communication skills.

Responsibilities

• Provide first line of support for campus technology issues and manage tier one support for hardware/software and A/V equipment.
• Direct and supervise Helpdesk staff, graduate assistants, and student workers; oversee hiring and performance reviews.
• Coordinate with Manager of Technology Support to ensure collaboration between staff and technicians; cross-training between groups.
• Oversee IT Service Management Platform (Team Dynamix) use, knowledge base, and self-service inquiries.
• Manage print management service (PaperCut) upgrades and documentation, and coordinate with IT training for new materials.

Skills

Leadership

Communication

Troubleshooting

Staff Management

ITIL Foundations

Windows & Office

Education

Bachelor’s degree in technology and/or Business Communications

Tools

Microsoft Windows

Microsoft Office

Job description

Manage the activities of the Information Technology Service Desk. Lead the day-to-day operations, ensure high-quality support services, manage staff, maintain service levels, and serve as the primary point of coordinator for technology-related support activities. Serve as the primary escalation point for high-priority incidents, develop support procedures, oversee knowledge management, and collaborate with infrastructure, enterprise management, information security, and other IT teams to deliver exceptional customer services.

MARGINAL DUTIES:

1. Provide first line of support for all technology related issues on campus. Provide tier one support for supported hardware and software, classroom technology, computer labs, event spaces, and A/V equipment loans for members of the college community. Serve as the central point of contact for technology needs related to events on campus. Monitor ticket queues and distribution of work to the appropriate IT teams. Manage escalations for high impact incidents and analyze trends to determine if improvements to service delivery are required. (30%)
2. Direct and supervise the Helpdesk support specialists (day and evening/weekend), graduate assistants, and student workers. Coordinate hiring and determine goals and responsibilities for full-time and student staff. Evaluate effectiveness of staff activity and performance on an annual basis. Create a merged intensive training programme for service desk student employees and graduate assistants. Coordinate activities related to the arrival and return of students, faculty, and staff during the fall and spring semesters. (30%)
3. Coordinate closely with the Manager of Technology Support for collaboration between the Helpdesk support specialist and technology support specialists. Supervise service desk student employment and maintain the training program for student employees, including graduate assistants, that includes cross-training between the two groups. Work closely with the technology support technicians to coordinate in person and remote support for faculty, staff, and students, provide support for classrooms and public space, and events setup. (20%)
4. Manage the day-to-day functional use and desk of the IT Service Management Platform (Team Dynamix). Maintain the Service Desk Knowledge Base and act as moderator for all self-service inquiries. Monitor the support desk email and voicemail accounts and respond promptly to inquiries as required. (10%)
5. Manage and coordinate all functionalities surrounding the print management service (PaperCut). Work with system administrators and the vendor to manage all upgrades and patches to the operating system and client software installations. Coordinate with the IT training group to create new and update existing documentation and support materials. (10%)

• Bachelor’s degree in technology and/or Business Communications from an accredited institution required.
• Three to five years’ experience in a call center, help desk, or similar environment or an equivalent combination of education and experience.
• Experience managing staff.
• Excellent verbal and written communication skills.
• Strong organization and troubleshooting skills.
• Knowledge of Microsoft Windows and Office.
• Knowledge of social media and web technologies.
• ITIL Foundations Certifications.

PHYSICAL DEMANDS:

• Sitting in a normal seated position for extended periods of time
• Reaching by extending hand(s) or arm(s) in any direction
• Finger dexterity required to manipulate objects with fingers rather than with whole hand(s) or arm(s), for example, using a keyboard
• Communication skills using the spoken word
• Ability to see within normal parameters
• Ability to hear within normal range
• Ability to move about

DISCLAIMER:

This job description indicates the general nature and level of work expected of the incumbent. It is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities required of the incumbent. Incumbent may be asked to perform other duties as required.