Service Desk Manager

Service Desk Manager Pay Status and Classification:
Exempt, Regular full-time, In-Person.

This position is not eligible for relocation assistance or visa sponsorship.

Supervisor:
Director, Client Services

The Service Desk Manager is responsible for the overall leadership, performance, and continuous improvement of the college’s Service Desk, which serves as the primary point of contact for technology support for students, faculty, and staff. This role oversees daily operations, staff supervision, service delivery, including telecommunications and networking, within the Service Desk. The Service Desk Manager ensures timely, high-quality incident and request resolution, drives first-contact resolution where possible, and uses data, quality audits, and reporting to enhance customer satisfaction and operational efficiency.

Working closely with the Senior Service Desk Analyst and the Director of Client Services, the Service Desk Manager contributes to strategic planning, process refinement, and the ongoing development of a customer-focused, inclusive, and effective technology support environment.

• Oversees the daily operations of the Service Desk, managing the intake, prioritization, and resolution of incidents and service requests to ensure timely, consistent, and high-quality support.
• Monitors the Service Desk queue with a focus on first-contact resolution and ensures that issues are escalated to Tier II analysts or other ITS teams in accordance with established workflows.
• Oversees the integration and ongoing operation of telecommunications and networking support within the Service Desk to ensure seamless service delivery across supported technologies.
• Coordinates staff and student employee scheduling to maintain adequate coverage during all operational hours, including consideration of daily breaks, time off, and college break periods.

• Supervises and mentors full-time Service Desk staff and work-study students, providing coaching, guidance, and performance feedback to support professional growth and service excellence.
• Maintains a robust, ongoing training program and fosters a collaborative, client-focused team environment.
• Trains and supports the Senior Service Desk Analyst in Tier II telecommunications related work.
• Demonstrates and promotes consistent service quality and knowledge sharing across the team.

• Leads the development, documentation, and continuous improvement of Service Desk procedures, workflows, and knowledge base articles within the Team Dynamix platform.
• Performs regular quality audits of tickets and ticketing system data to ensure accuracy, consistency, and adherence to established service standards.
• By analyzing trends and service data, the role identifies opportunities for process improvement and implements enhancements that strengthen service delivery and operational efficiency.

• Tracks and analyzes key performance indicators, including first-contact resolution, ticket aging, and customer satisfaction, using these metrics to inform decision-making and drive continuous improvement.
• Collaborates with the Senior Service Desk Analyst on reporting, auditing, and improvement planning initiatives and prepares monthly operational reports for the Director of Client Services.
• Works closely with other IT teams to ensure coordinated support, effective communication, and alignment with institutional technology goals.

• Bachelor’s degree in a related field, or an Associate’s degree combined with significant relevant professional experience.
• Minimum of…