Service Desk Manager

Oregon State University; Corvallis (OR); Hybrid; USD 60,000 - 100,000; Full time

Job summary

An established institution is seeking a dedicated Service Desk Manager to lead a team at the UIT Service Desk. This full-time role involves overseeing daily operations, managing staff, and ensuring high-quality IT support for faculty, staff, and students. The ideal candidate will have a strong background in IT support and team management, fostering a positive and customer-focused environment. This position offers the opportunity to make a significant impact on the university's IT services while working in a collaborative and dynamic setting. If you are passionate about technology and leadership, this role is perfect for you.

Qualifications

• 2+ years of supervisory experience in IT support roles.
• Strong customer service skills and team management experience.

Responsibilities

• Manage daily operations of the UIT Service Desk.
• Oversee staff training and ensure excellent customer service.

Skills

Customer Service

Team Management

IT Support

Performance Monitoring

Education

Bachelor's degree in Computer Science

Job description

Special Instructions for Applicants

When applying you will be required to attach the following electronic documents:

1. A resume/CV;
2. A cover letter indicating how your qualifications and experience have prepared you for this position.

You will also be required to submit the names of at least three professional references, their e-mail addresses and telephone numbers as part of the application process.

For additional information please contact: Kirsten Petersen at [e-mail] or 541-737-8291.

OSU commits to inclusive excellence by advancing equity and diversity in all that we do. We are an Affirmative Action/Equal Opportunity employer, and particularly encourage applications from members of historically underrepresented racial/ethnic groups, women, individuals with disabilities, veterans, LGBTQ community members, and others who demonstrate the ability to help us achieve our vision of a diverse and inclusive community.

OSU will conduct a review of the National Sex Offender Public website prior to hire. Starting salary within the salary range will be commensurate with skills, education, and experience.

This job has “critical or security-sensitive” responsibilities. If you are selected as a finalist, your initial job offer will be contingent upon the results of a job-related pre-employment check (such as a background check, motor vehicle history check, sexual misconduct reference check, etc.). Background check results do not automatically disqualify a candidate.

Position Information

Department: Department Service Desk (JIS)

Position Title: Service Desk Manager

Appointment Type: Professional Faculty

Job Location: OSU Corvallis campus

Remote or Hybrid option? Yes

Job Summary

The University Information and Technology department is seeking a Service Desk Manager. This is a full-time (1.00 FTE), 12-month, professional faculty position.

The Service Desk Manager provides day-to-day managerial oversight for the University Information and Technology (UIT) Service Desk, managing a team that supports OSU faculty, staff, and students.

Key Responsibilities

Management and Coordination – 30%

• Oversee the overall activities and operations of UIT’s Service Desk.
• Work closely with the Service Desk Supervisor to manage daily operations.
• Directly manage the Service Desk Supervisor and IT Consultants.
• Recruit, hire, train, supervise, and evaluate employees.
• Foster a positive, team-oriented, customer-service-focused workforce.

Customer Service – 30%

• Ensure accurate documentation of customer interactions.
• Coach staff on excellent customer service.
• Handle escalations from the Service Desk.

Performance Monitoring and Feedback – 10%

• Provide feedback to the Service Desk Supervisor regarding performance.
• Monitor ticketing queues for timely resolution.

Team Training and Development – 10%

• Coordinate training for the Service Desk team.

Budget and Policy Recommendations – 5%

• Assist in preparing annual budgets.

Professional Development – 10%

• Stay abreast of IT projects and developments.

What You Will Need

• Bachelor’s degree in Computer Science or related field.
• Minimum of two years of direct supervisory experience.
• Minimum of four years of experience providing IT support.

Working Conditions / Work Schedule

This position involves frequent long-term use of a computer and phone in an office environment. The work schedule is primarily Monday-Friday 8am-5pm and is primarily on-site at the OSU Corvallis campus.