Service Desk Manager: Lead a Customer-First IT Team

The Trustees of Union College in the Town of Schenectady in the State of New York

City of Schenectady (NY)

On-site

USD 72,000 - 74,000

Full time

3 days ago

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Benefits offered by this job

Generous Vacation, Sick, and Personal

On-campus fitness facility

403(b) Retirement Plan

Tuition Exchange

Holidays and Winter Break

Job summary

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,

Qualifications

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.

Responsibilities

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.