Service Desk Manager: Lead Tech Support & Innovation

Union College Career Center in Becker Hall; City of Schenectady (NY); On-site; USD 72,000 - 74,000; Full time

Benefits offered by this job

Generous leave

Winter recess

Healthcare: Medical, Dental, Vision

On-campus fitness facility

403(b) retirement plan

Salary continuation in disability

Tuition exchange

Job summary

Union College is seeking a Service Desk Manager in Schenectady, NY to lead the college’s Service Desk, supervise staff and work-study students, and drive quality assurance, documentation, and process improvements. You will coordinate telecommunications and networking support, ensure first-contact resolution, and collaborate across IT teams to align with institutional goals.

The role emphasizes a customer-focused, inclusive support environment with regular reporting and performance metrics to

Qualifications

• Excellent verbal and written communication skills.
• Strong organizational and time-management abilities.
• Proven analytical capabilities and data-driven approach.
• Experience supervising staff and student workers.

Responsibilities

• Oversee daily Service Desk operations, incident prioritization, and user support to ensure timely resolution.
• Lead staff development, training programs, and performance feedback for service excellence.

Skills

Communication skills

Organizational skills

Analytical thinking

Time management

Education

Bachelor’s degree or Associate’s with experience

Job description

Union College is seeking a Service Desk Manager in Schenectady, NY to lead the college’s Service Desk, supervise staff and work-study students, and drive quality assurance, documentation, and process improvements. You will coordinate telecommunications and networking support, ensure first-contact resolution, and collaborate across IT teams to align with institutional goals.

The role emphasizes a customer-focused, inclusive support environment with regular reporting and performance metrics to