Service Desk Manager

The Trustees of Union College in the Town of Schenectady in the State of New York; New York (NY); On-site; USD 90,000 - 120,000; Full time

Job summary

The Trustees of Union College in the Town of Schenectady in the State of New York is seeking a Service Desk Manager to lead the college's technology support team serving students, faculty, and staff. Responsibilities include managing daily Service Desk operations, supervising staff, and driving service delivery improvements across telecommunications and networking.

The role emphasizes first-contact resolution, data-driven quality audits, and collaboration with IT leadership to support

Qualifications

• Bachelor's degree in a related field.
• Associate's degree plus significant relevant professional experience.
• Three to five years of technology support or service desk experience, with supervisory or lead responsibilities.
• Experience managing service desk operations, ticketing systems, workflows, and performance metrics.
• Knowledge of telecommunications and networking systems (VoIP platforms, gateways, call center applications, and cabling) and desktop OS.
• Proven ability to supervise and develop staff.
• Strong organizational, analytical, and time-management skills.

Responsibilities

• Oversees the daily operations of the Service Desk, managing incidents and service requests to ensure timely, high-quality support.
• Monitors the Service Desk queue with focus on first-contact resolution and escalates to Tier II as needed.
• Oversees telecommunications and networking support within the Service Desk for seamless service delivery.
• Coordinates staff and student scheduling to maintain coverage during all operational hours.
• Develops, documents, and maintains Service Desk procedures and knowledge base articles.
• Tracks performance metrics and prepares monthly operational reports for leadership.

Skills

Leadership & mentoring

Communication

Analytical thinking

Time management

Education

Bachelor's degree in related field

Associate's degree with significant experience

Tools

VoIP platforms

Call center applications

Networking infrastructure

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

  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 streng