Service Desk Manager - Lead Tech Support & Team Growth

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

Benefits offered by this job

Generous Vacation

Sick Time

Personal Time

Winter Break

Healthcare: Medical

Dental and Vision Insurance

Free On-Campus Fitness Facility Access

403(b) Retirement Plan

Tuition Exchange

Job summary

Union College in Schenectady, NY is seeking a Service Desk Manager to lead the college’s technology support, ensuring timely incident resolution and high-quality service across students, faculty, and staff. You will supervise staff, refine processes, and drive a data-driven service environment.

The role oversees telecommunications and networking within the Service Desk, collaborates with ITS teams, and contributes to strategic planning for a customer-focused campus technology support program.

Qualifications

• Bachelor’s degree in a related field, or an Associate’s degree combined with significant relevant professional experience.
• 3–5 years of experience in technology support or service desk, with supervisory or lead responsibilities.
• Experience managing service desk operations, ticketing systems, workflows, and performance metrics.
• Strong working knowledge of telecommunications and networking systems (VoIP platforms, gateways, call center applications, and cabling infrastructure).
• Experience developing documentation, knowledge base content, and service processes.
• Strong organizational, analytical, and time-management skills with the ability to prioritize competing demands.

Responsibilities

• Oversees daily Service Desk operations, managing incidents and service requests to ensure timely, high-quality support.
• Monitors queue with focus on first-contact resolution and escalates to Tier II as needed.
• Coordinates staff and student employee scheduling for adequate coverage during all hours.
• Supervises and mentors staff, maintains training programs, and supports professional growth.
• Leads development and documentation of Service Desk procedures and knowledge base content.
• Tracks KPIs and prepares monthly operational reports for the Director of Client Services.

Skills

Leadership

Ticketing systems

Telecom networking

Communication

Staff development

Education

Bachelor’s degree in a related field

Associate’s degree + relevant experience

Tools

TeamDynamix

VoIP platforms

Job description

Union College in Schenectady, NY is seeking a Service Desk Manager to lead the college’s technology support, ensuring timely incident resolution and high-quality service across students, faculty, and staff. You will supervise staff, refine processes, and drive a data-driven service environment.

The role oversees telecommunications and networking within the Service Desk, collaborates with ITS teams, and contributes to strategic planning for a customer-focused campus technology support program.