Service Desk Manager

Union College; City of Schenectady (NY); Presencial; USD 72.000 - 74.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Generous time off

Winter recess

Health insurance

On-campus fitness facility

403(b) retirement plan

Salary continuation

Tuition exchange

Descripción de la vacante

Union College in Schenectady, NY, seeks a Service Desk Manager to lead the college’s technology support, supervise staff, and ensure high-quality incident and service request resolution across telecommunications and networking.

You will drive process improvements, mentor staff, and collaborate with the Director of Client Services to deliver data-driven reporting, training, and a customer-focused, inclusive service environment.

Formación

• Bachelor’s degree or equivalent experience in a related field.
• 3–5 years in technology support or service desk with leadership experience.
• Experience managing service desk operations, ticketing workflows, and performance metrics.
• Knowledge of telecommunications and networking systems and diagnostic capabilities.
• Experience documenting processes and developing knowledge base content.
• Proven ability to supervise and develop staff and student workers.
• Strong organizational, analytical, and time-management skills.
• Excellent verbal and written communication with diverse user groups.

Responsabilidades

• Oversee daily Service Desk operations, incident and service-request handling, ensuring timely, high-quality support.
• Supervise and mentor staff and work-study students; support continuous professional growth.
• Lead process improvement, documentation, and QA of tickets and knowledge base articles.

Conocimientos

Verbal communication

Written communication

Analytical skills

Time management

Team collaboration

Staff supervision

Educación

Bachelor’s degree in a related field

Associate’s degree with relevant experience

Herramientas

VoIP platforms

Networking systems

Ticketing systems

TeamDynamix

Descripción del empleo

Service Desk Manager

Pay Status and Classification: Exempt, Regular full-time, In-Person. This position is not eligible for relocation assistance or visa sponsorship.

Supervisor: Director, Client Services

Position 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 Delivery
  Overseases 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 Development
  Supervises 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 Assurance
  Leads 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 Collaboration
  Tracks 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, NY

We 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.

Benefits

• - Generous Vacation, Sick, and Personal Time

• - Winter 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 Programs

• - Pre and Post Tax participation in a 403(b) Retirement Plan

• - Salary Continuation Program in the event of Disability

• - Tuition Exchange

Background 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. Learn more about E-Verify and your Right to Work (Derecho a Trabajar) .