Service Desk Manager

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

Benefits offered by this job

Generous vacation, sick, and personal

Winter recess break

Healthcare: Medical, Dental, Vision

On-campus fitness facility access

403(b) retirement plan

Salary continuation for disability

Tuition exchange

Job summary

Union College in Schenectady, NY seeks a Service Desk Manager to lead the college’s technology support operations, supervise staff, and drive process improvements. You will oversee incident and request resolution, ensure first-contact resolution where possible, and align service delivery with institutional goals.

Working with the Director of Client Services and the Senior Service Desk Analyst, you will develop training, maintain knowledge base articles in TeamDynamix, track metrics, and prepare

Qualifications

• Bachelor’s degree in a related field or an Associate’s degree with significant relevant professional experience.
• Experience in technology support or service desk operations with leadership responsibilities.
• Strong knowledge of telecommunications and networking systems and ticketing/workflow tools.
• Ability to supervise and mentor staff and student employees.

Responsibilities

• Oversee daily Service Desk operations, manage incidents and service requests, ensuring timely, high-quality support.
• Supervise and mentor staff and work-study students; provide coaching and training.
• Lead process improvement, documentation, and knowledge base maintenance in TeamDynamix.
• Track KPIs, generate monthly reports, and collaborate with IT teams to align service delivery with institutional goals.

Skills

Service desk management

Staff supervision

Analytical thinking

Communication

Education

Bachelor’s degree in related field

Associate’s degree with significant experience

Tools

TeamDynamix

VoIP platforms

Call center apps

Job description

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 Oversee 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. Monitor 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. Oversee integration and ongoing operation of telecommunications and networking support within the Service Desk to ensure seamless service delivery across supported technologies. Coordinate 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 Supervise and mentor full-time Service Desk staff and work-study students, providing coaching, guidance, and performance feedback to support professional growth and service excellence. Maintain a robust, ongoing training program and foster a collaborative, client-focused team environment. Train and support the Senior Service Desk Analyst in Tier II telecommunications related work. Demonstrate and promote consistent service quality and knowledge sharing across the team.
• Process Improvement, Documentation, and Quality Assurance Lead the development, documentation, and continuous improvement of Service Desk procedures, workflows, and knowledge base articles within the TeamDynamix platform. Perform 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 Track and analyze key performance indicators, including first-contact resolution, ticket aging, and customer satisfaction, using these metrics to inform decision-making and drive continuous improvement. Collaborate with the Senior Service Desk Analyst on reporting, auditing, and improvement planning initiatives and prepare monthly operational reports for the Director of Client Services. Work 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 offer exceptional benefits including:

• 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).