Service Desk Manager - Lead Tech Support & Team Growth

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

Benefits offered by this job

Generous vacation, sick, and personal

Winter recess break

Healthcare: Medical, Dental, Vision

On-campus fitness facility access

403(b) retirement plan

Salary continuation for disability

Tuition exchange

Job summary

Union College in Schenectady, NY seeks a Service Desk Manager to lead the college’s technology support operations, supervise staff, and drive process improvements. You will oversee incident and request resolution, ensure first-contact resolution where possible, and align service delivery with institutional goals.

Working with the Director of Client Services and the Senior Service Desk Analyst, you will develop training, maintain knowledge base articles in TeamDynamix, track metrics, and prepare

Qualifications

• Bachelor’s degree in a related field or an Associate’s degree with significant relevant professional experience.
• Experience in technology support or service desk operations with leadership responsibilities.
• Strong knowledge of telecommunications and networking systems and ticketing/workflow tools.
• Ability to supervise and mentor staff and student employees.

Responsibilities

• Oversee daily Service Desk operations, manage incidents and service requests, ensuring timely, high-quality support.
• Supervise and mentor staff and work-study students; provide coaching and training.
• Lead process improvement, documentation, and knowledge base maintenance in TeamDynamix.
• Track KPIs, generate monthly reports, and collaborate with IT teams to align service delivery with institutional goals.

Skills

Service desk management

Staff supervision

Analytical thinking

Communication

Education

Bachelor’s degree in related field

Associate’s degree with significant experience

Tools

TeamDynamix

VoIP platforms

Call center apps

Job description

Union College in Schenectady, NY seeks a Service Desk Manager to lead the college’s technology support operations, supervise staff, and drive process improvements. You will oversee incident and request resolution, ensure first-contact resolution where possible, and align service delivery with institutional goals.

Working with the Director of Client Services and the Senior Service Desk Analyst, you will develop training, maintain knowledge base articles in TeamDynamix, track metrics, and prepare