IT Service Desk Manager: Lead, Train & Escalate

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

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.