Service Desk Manager: Lead Tech Support & Operations

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

Benefits offered by this job

Generous time off

Winter recess

Health insurance

On-campus fitness facility

403(b) retirement plan

Salary continuation

Tuition exchange

Job summary

Union College in Schenectady, NY, seeks a Service Desk Manager to lead the college’s technology support, supervise staff, and ensure high-quality incident and service request resolution across telecommunications and networking.

You will drive process improvements, mentor staff, and collaborate with the Director of Client Services to deliver data-driven reporting, training, and a customer-focused, inclusive service environment.

Qualifications

• Bachelor’s degree or equivalent experience in a related field.
• 3–5 years in technology support or service desk with leadership experience.
• Experience managing service desk operations, ticketing workflows, and performance metrics.
• Knowledge of telecommunications and networking systems and diagnostic capabilities.
• Experience documenting processes and developing knowledge base content.
• Proven ability to supervise and develop staff and student workers.
• Strong organizational, analytical, and time-management skills.
• Excellent verbal and written communication with diverse user groups.

Responsibilities

• Oversee daily Service Desk operations, incident and service-request handling, ensuring timely, high-quality support.
• Supervise and mentor staff and work-study students; support continuous professional growth.
• Lead process improvement, documentation, and QA of tickets and knowledge base articles.

Skills

Verbal communication

Written communication

Analytical skills

Time management

Team collaboration

Staff supervision

Education

Bachelor’s degree in a related field

Associate’s degree with relevant experience

Tools

VoIP platforms

Networking systems

Ticketing systems

TeamDynamix

Job description

Union College in Schenectady, NY, seeks a Service Desk Manager to lead the college’s technology support, supervise staff, and ensure high-quality incident and service request resolution across telecommunications and networking.

You will drive process improvements, mentor staff, and collaborate with the Director of Client Services to deliver data-driven reporting, training, and a customer-focused, inclusive service environment.