Service Desk Manager

The Trustees of Union College in the Town of Schenectady in the State of New York; City of Schenectady (NY); Presencial; USD 72.000 - 74.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Generous Vacation, Sick, and Personal

On-campus fitness facility

403(b) Retirement Plan

Tuition Exchange

Holidays and Winter Break

Descripción de la vacante

Union College in Schenectady, NY is seeking a Service Desk Manager to lead the college’s Service Desk, supporting students, faculty, and staff in incident and service request resolution. You will drive first-contact resolution and oversee data‑driven service improvements.

This exempt, full‑time role requires staff supervision, scheduling coordination, and the development of knowledge resources within TeamDynamix, while partnering with ITS teams to meet institutional goals and deliver inclusive,

Formación

• Bachelor’s degree in a related field.
• Minimum 3–5 years in a technology support or service desk environment, with supervisory experience.
• Experience managing service desk operations, ticketing systems, workflows, and performance metrics.
• Strong knowledge of telecommunications and networking systems (VoIP, gateways, call center apps, cabling).
• Proficiency with desktop operating systems and enterprise applications; documentation and process development.

Responsabilidades

• Oversee daily Service Desk operations, prioritization, and resolution of incidents and requests to ensure timely, high‑quality support.
• Monitor queue with focus on first‑contact resolution; escalate to Tier II as per workflows.
• Coordinate telecommunications and networking support within the Service Desk for seamless service delivery.
• Supervise staff and work‑study employees; provide coaching and performance feedback.

Conocimientos

Telecommunications

Networking

VoIP

Desktop OS

Enterprise apps

Educación

Bachelor’s degree

Associate’s degree + experience

Herramientas

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

• Oversees 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.

Location

Schenectady, NY

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).

Union College

Union College Officially chartered in 1795, Union College is the fifth-oldest liberal arts college in the country. Located in the Capital District of New York State, Union is a highly selective residential and undergraduate college, home to 2,200 students and 220 faculty, and offering 44 majors. Union was the first liberal arts college to rethink the traditional liberal arts education and adopt an engineering curriculum. That pioneering approach continues today with an education that encourages students to work beyond the limits of disciplinary boundaries, allowing them to think globally and lead innovatively in a world where problem-solving requires breadth across humanities, arts, social sciences, science, and engineering.

Accommodations

If you require an accommodation throughout the interview process, please don't hesitate to contact our Human Resources department at [e-mail] or 518-388-6108.

Diversity at Union College

Union College is an equal-opportunity employer and is strongly committed to student and workforce diversity.

Increasing diversity on campus

Increasing diversity on campus is a critical priority for Union, one that is integral to our mission of preparing students for a globally interconnected world. Union provides a blend of intellectual, social, and cultural opportunities to facilitate the integrated academic, social, and personal development of a diverse community.

Diversity values statement

We value and are committed to a host of diverse populations and cultures including, but not limited to, those based on race, religion, disability, ethnicity, sexual orientation, gender, gender identity, national origin, and veteran status.

Accommodation in application process

Union College is committed to providing access and will provide reasonable accommodation in its application process to individuals with disabilities who request such accommodations.

Non-Discrimination Policy

Union College will not discriminate in the recruitment or selection of faculty and employees, or in any other area of employment, on the basis of age, sex, race, national origin, religion, religious belief, disability, sexual orientation, gender identity or expression, and veteran status.

In this regard, opportunities for advancement will be made available without bias. Union College will comply with the letter and intent of all State and Federal laws and applicable orders pursuant to Equal Employment Opportunity.