Manager - Service Desk

The Service Desk Manager leads and advances service desk operations in a higher education environment, aligned with the HDI Support Center Maturity Model and leveraging the Team Dynamix IT Service Management (ITSM) platform. This role oversees several full-time employees and numerous part-time student employees. The manager is responsible for the walk-up service desk, contact center, ITSM workflows, knowledge management, and hardware repair services supporting faculty, staff, and students.

The position emphasizes service quality, operational efficiency, staff and student development, data-driven decision-making, and continuous service improvement. This is a highly visible area of ITS and a highly customer service-driven team.

The selected candidate for this position must be authorized to work in the United States at the time of hire without employer assistance or sponsorship now or in the future. The university will not assist with any F-1 EADs, OPT, H-1 B, etc. Position Type:
Staff Required

Education:

Bachelor's degree. Required

Work Experience:

Two years of work experience in an IT-related technical customer support area and supervisory experience of full-time, part-time, and/or student employees. Hands-on experience in a call center, service desk, or help desk operation. Required Licenses and

Certifications:

HDI Support Center Manager certification within one year of employment. Physical Demands:

* Office Environment

* Bending

* Carrying

* Moving

* Reaching

* Sitting

* Lifting

* Pulling/Pushing

* Repetitive movement

* Standing

Additional Education/Experiences to be Considered:
• Master's Degree or Advanced Degree.

* Five years of progressive experience in an IT organization

* Work experience as a call center supervisor or manager.

* Experience working in a higher education IT environment.

* Experience with hardware support and repairs.

* HDI Service Desk Manager, HDI Support Center Director, or ITIL certification.

* Experience implementing knowledge-centered support (KCS) practices.

* Advanced experience with Team Dynamix reporting, automation, and service catalog configuration.

* Experience managing endpoint lifecycle, asset management, or depot repair operations. Essential Duties/Responsibilities:

Key Responsibilities (HDI Aligned)

* Lead Service Desk operations aligned with HDI Level 3-4 (Customer-Led / Business-Led) maturity practices.

* Establish a strong customer experience culture focused on empathy, first-contact resolution, and measurable service outcomes.

* Use metrics and performance indicators to proactively improve services and reduce demand.

* Oversee workforce planning, scheduling, and capacity management to match academic cycles.

* Develop staff and student employees through structured onboarding, coaching, knowledge sharing, and continuous improvement practices.

ITSM & Team Dynamix Platform Responsibilities

* Administer and enhance the Team Dynamix ITSM platform, including ticketing, request forms, workflows, automation, and service offerings.

* Maintain the service catalog in Team Dynamix, ensuring clear service definitions, ownership, SLAs, and user-friendly request experiences.

* Create and manage reports and dashboards in Team Dynamix, including ticket aging, backlog, resolution trends, and demand analysis.

* Use Team Dynamix data to identify systemic issues, service improvement opportunities, and demand reduction strategies.

* Collaborate with IT partners to ensure consistent process adoption across departments.

Knowledge Management & Demand Reduction (HDI Best Practices)

* Lead a knowledge-centered support (KCS-aligned) approach using Team Dynamix knowledge base capabilities.

* Oversee creation, review, and lifecycle management of internal and end-user knowledge articles.

* Promote self-service and automation to reduce walk-up visits and call volume.

* Analyze repeat incidents and work orders to drive documentation and process improvements.

* Works to ensure the walk-up, hardware support, and contact center teams are informed of, trained, and working together to provide the highest level of service and support possible.

Walk-up Desk

* Oversee the full-time staff member who is the front-line contact for any walk-up student, faculty, and staff requests.

* Works to improve operations of the walk-up area.

* May need to back up the walk-up employee during breaks, lunches, and absences, as well as times of high volume.

Contact Center - call center

* Oversee the full-time staff and students that make up the contact center.

* Works with this team to develop the employees through coaching and training on routine issue resolution as well as escalation processes.

* Manages the third-party support company utilized for after-hours support.

* Manages and administers the contact center - Ring Central- to ensure the system is meeting the needs of the team and reviews for operational enhancements.

* May need to directly oversee the student employees or jump into the call queues to provide leadership and or additional support as needed.

Hardware…