Service Desk Manager

Union-College; City of Schenectady (NY); Sur place; USD 72 000 - 74 000; Plein temps

Avantages offerts par ce poste

Generous Vacation

Sick Time

Personal Time

Winter Break

Healthcare: Medical

Dental and Vision Insurance

Free On-Campus Fitness Facility Access

403(b) Retirement Plan

Tuition Exchange

Résumé du poste

Union College in Schenectady, NY is seeking a Service Desk Manager to lead the college’s technology support, ensuring timely incident resolution and high-quality service across students, faculty, and staff. You will supervise staff, refine processes, and drive a data-driven service environment.

The role oversees telecommunications and networking within the Service Desk, collaborates with ITS teams, and contributes to strategic planning for a customer-focused campus technology support program.

Qualifications

• Bachelor’s degree in a related field, or an Associate’s degree combined with significant relevant professional experience.
• 3–5 years of experience in technology support or service desk, with supervisory or lead responsibilities.
• Experience managing service desk operations, ticketing systems, workflows, and performance metrics.
• Strong working knowledge of telecommunications and networking systems (VoIP platforms, gateways, call center applications, and cabling infrastructure).
• Experience developing documentation, knowledge base content, and service processes.
• Strong organizational, analytical, and time-management skills with the ability to prioritize competing demands.

Responsabilités

• Oversees daily Service Desk operations, managing incidents and service requests to ensure timely, high-quality support.
• Monitors queue with focus on first-contact resolution and escalates to Tier II as needed.
• Coordinates staff and student employee scheduling for adequate coverage during all hours.
• Supervises and mentors staff, maintains training programs, and supports professional growth.
• Leads development and documentation of Service Desk procedures and knowledge base content.
• Tracks KPIs and prepares monthly operational reports for the Director of Client Services.

Connaissances

Leadership

Ticketing systems

Telecom networking

Communication

Staff development

Formation

Bachelor’s degree in a related field

Associate’s degree + relevant experience

Outils

TeamDynamix

VoIP platforms

Description du poste

Service Desk ManagerPay Status and Classification: Exempt, Regular full-time, In-Person. This position is not eligible for relocation assistance or visa sponsorship.Supervisor: Director, Client ServicesPosition 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:Service Desk Operations and Service DeliveryOversees 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. Oversees the integration and ongoing operation of telecommunications and networking support within the Service Desk to ensure seamless service delivery across supported technologies. Coordinates staff and student employee scheduling to maintain adequate coverage during all operational hours, including consideration of daily breaks, time off, and college break periods.Supervision, Training, and Staff DevelopmentSupervises and mentors full-time Service Desk staff and work-study students, providing coaching, guidance, and performance feedback to support professional growth and service excellence. Maintains a robust, ongoing training program and fosters a collaborative, client-focused team environment. Trains and supports the Senior Service Desk Analyst in Tier II telecommunications related work. Demonstrates and promotes consistent service quality and knowledge sharing across the team.Process Improvement, Documentation, and Quality AssuranceLeads the development, documentation, and continuous improvement of Service Desk procedures, workflows, and knowledge base articles within the TeamDynamix platform. Performs regular quality audits of tickets and ticketing system data to ensure accuracy, consistency, and adherence to established service standards. By analyzing trends and service data, the role identifies opportunities for process improvement and implements enhancements that strengthen service delivery and operational efficiency.Reporting, Metrics, and CollaborationTracks and analyzes key performance indicators, including first-contact resolution, ticket aging, and customer satisfaction, using these metrics to inform decision-making and drive continuous improvement. Collaborates with the Senior Service Desk Analyst on reporting, auditing, and improvement planning initiatives and prepares monthly operational reports for the Director of Client Services. Works closely 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; perform 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. Except for roles with a set rate of pay, the wage/salary of the finalist selected for this role will be set based on a variety of factors, including but not limited to 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, NYWe know some job seekers may not apply for career opportunities unless they meet every qualification in the position description including the preferred qualifications. We are most interested in hiring the best staff and faculty colleagues, and recognize that a successful candidate may come from a less traditional career path. We encourage you to apply, even if you don’t believe you meet every one of our preferred qualifications.We offer exceptional benefits including:Generous Vacation, Sick, and Personal TimeWinter Recess Break in Addition to Paid Holidays (in accordance with policy)Healthcare: Medical (PPO & HDHP), Dental, and Vision Insurance (Flexible Spending and Dependent Care Accounts)Free On-Campus Fitness Facility Access and Discounts for On-Campus Wellness ProgramsPre and Post Tax participation in a 403(b) Retirement PlanSalary Continuation Program in the event of DisabilityTuition ExchangeBackground Checks: In accordance with our background check policy, finalists for hire will undergo a background check that includes education, employment, and criminal convictions.E-Verify Participation: Union College participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the United States.