Service Desk Manager

Under the direction of the IT Service Desk Director, the Service Desk Manager and the designated team provides statewide technical support,  service, and student computer lab maintenance, in support of the University of Idaho’s teaching, learning and research mission. This team works with other OIT support teams to identify solutions, work with vendors, and ensure delivery of IT equipment, software, and services.

This position is responsible for developing and implementing statewide technical support solutions for university clients. The position will manage, develop and direct the IT Service Desk Team to provide excellent support and is also manages university card services.

Duties may include:

• Lead, manage and develop the IT Service Desk Team
• Ensure IT Service Desk ( ITSD ) responsibilities and tickets are completed in a timely manner
• Develop and maintain university card processes and standards
• Develop reporting performance indicators for services provided
• Manage professional relationships with internal and external stakeholders
• Monitor and report on unit financial data
• Four years of technical support experience
• Two years supervisory experience
• Working with teams to accomplish shared goals
• Working and communicating with internal and external stakeholders

• High School Diploma or equivalent

• Possess a valid driver’s license and be able to meet policy requirements for driving university-owned vehicles

• Bachelor’s degree in a related field
• Experience with assignment coordination and staff management, service delivery processes, intra/inter-team communications, budgeting and measures/metrics
• Proven ability to deliver consistent, high-quality customer service and technical support
• Excellent organization and attention to detail
• Experience working with fiscal practices with a basic understanding of budget management
• Experience in higher education
• Excellent verbal and written communication skills with the ability to explain technical concepts clearly to technical and non-technical users

• Must be able to lift, carry or otherwise move 50 pounds regularly

FLSA Status

FLSA Status Exempt

Employee Category

Employee Category Exempt

Pay Range

Pay Range $59,472 + DOE

Type of Appointment

Type of Appointment Fiscal Year

FTE

1

Full Time/Part Time

Full Time/Part Time Full Time

Funding

A visa sponsorship is available for the position listed in this vacancy.

Posting Date

Posting Date 01/22/2026

Closing Date

Open Until Filled Yes

Position will remain open until pool of qualified candidates are identified. Applications received on or before February 9, 2026, will receive first consideration.

Applicants who are selected as final possible candidates must be able to pass a criminal background check.

The University of Idaho is an equal employment opportunity employer, including veterans and individuals with disabilities.

• Resume/CV
• List of References
• Letter of Qualification

Required fields are indicated with an asterisk (*).

• * After reviewing this position description and qualifications listed, are you willing and able to perform the work requirements of this position?
  • Yes
  • No
• * How did you hear about this employment opportunity?
  • Academic Careers
  • Association of Public and Land Grant Universities (APLU)
  • Chronicle
  • Facebook
  • Higher Ed/Academic Impressions
  • Higher Ed Jobs
  • Idaho Department of Labor/Job Service including Job Central or Idaho Works (Idaho works.gov)
  • Inside Higher Ed
  • Linked In
  • Newspaper
  • Other Venue
  • Professional Listservs (Ex: NACUBO, AAAE, ISMC, etc.)
  • University of Idaho Website
  • University of Idaho Daily Register
  • University of Idaho Employee
  • Word of Mouth
  • Higher Education Recruitment Consortium (HERC)
• * Were you referred to this employment opportunity by a current University of Idaho employee? If so, please provide their name and department.

  (Open Ended Question)

• * The University of Idaho has elected not to sponsor new H1-B visas. No visa sponsorship is available for this position. If hired, can you show proof of authorization to work in the United States?
  • Yes
  • No