IT Service Desk Manager: Student & Faculty Support

Union College; City of Schenectady (NY); On-site; USD 72,000 - 74,000; Full time

Benefits offered by this job

Vacation, Sick, and Personal Time

Winter Recess Break

Healthcare: Medical, Dental, Vision

On-Campus Fitness Facility Access

403(b) Retirement Plan

Salary Continuation Program in case of

Tuition Exchange

Job summary

Union College is seeking a Service Desk Manager to lead the college’s technology support operations for students, faculty, and staff. You will oversee incident resolution, staffing, and service delivery across telecommunications and networking, driving first-contact resolution and continuous improvement.

You will develop staff, maintain the knowledge base, and analyze data to improve customer satisfaction and efficiency, reporting to the Director of Client Services.

Qualifications

• Bachelor’s degree or equivalent experience in a related field.
• 3–5 years in a technology support or service desk environment, with supervisory responsibilities.
• Experience managing service desk operations, ticketing systems, workflows, and metrics.

Responsibilities

• Oversees daily Service Desk operations and ensures timely, high-quality support.
• Supervises and mentors staff and student workers, supporting growth and service excellence.
• Leads process improvement, documentation, and quality assurance for ticketing workflows.
• Tracks KPIs and prepares monthly reports; collaborates with IT teams to align goals.

Skills

Service Desk Operations

Staff Supervision

Data Analysis & Reporting

Customer Service Skills

Telecommunications & Networking

Education

Bachelor’s degree or equivalent

Associate’s degree + significant experience

Tools

TeamDynamix

Job description

Union College is seeking a Service Desk Manager to lead the college’s technology support operations for students, faculty, and staff. You will oversee incident resolution, staffing, and service delivery across telecommunications and networking, driving first-contact resolution and continuous improvement.

You will develop staff, maintain the knowledge base, and analyze data to improve customer satisfaction and efficiency, reporting to the Director of Client Services.