IT Service Desk Manager

IT Service Desk Manager - 2606311

IT Service Desk Manager

The Service Desk Manager is responsible for leading a diverse team that provides first‑level support for incidents and service requests across enterprise technology, including workstations, servers, printers, networks, and vendor‑specific hardware and software. The manager mentors, coaches, and leads team members, ensures performance standards are met, and delivers exceptional customer service. The role involves responding to campus partners and executives, managing AV systems, and maintaining overall support quality.

• Diagnose, troubleshoot, test, repair, and service hardware, networks, and phones.
• Handle Service Level 3 tickets in collaboration with other managers and the director.
• Oversee team tickets and review tickets before escalation to Systems, Network, or Telecom teams.
• Participate in monthly and quarterly evaluations, celebrate achievements, and coach team members.
• Review daily tracking and reporting for team call and ticket resolutions.
• Review and maintain documentation library for applications, infrastructure, and processes.
• Diagnose and troubleshoot technical problems and recommend permanent solutions.
• Attend scheduled appointments each day.
• Verify customer needs and make appropriate recommendations or escalations.
• Provide remote support to resolve technical issues.
• Make and take phone calls for customer service and liaise with third‑party vendors.
• Follow company policies and procedures.
• Cooperate with technical teams and share information across the organization.
• Build positive relationships with service desk team members and customers.
• Work with other Service Desk Managers and the Executive Director to deliver SLA targets individually and as a team.
• Support continuous improvement of Service Desk operations and provide feedback.
• Assist in project implementation, delivery, and overflow support.

• High organizational skills.
• Ability to handle multiple tasks and meet deadlines.
• Work efficiently and productively with minimal direction.
• Exercise discretion and independent judgment.
• Handle confidential information professionally.
• Communicate verbally and in writing with confidence.

Minimum

Education Required:

BS degree in Computer Science, Engineering, or a similar field, or equivalent certifications and experience.

Minimum Experience

Required:

1–2 years of experience leading teams in an enterprise IT environment.

• Work in the office 3–5 days each week.
• Lead a team of 4–5 members in an accountable performance setting.
• Hands‑on knowledge of Service Now’s ITSM system.
• Excellent written and oral communication skills.
• Support Microsoft core business applications and operating systems.
• Basic technical support at the network level (WAN, LAN, routers, firewalls, security).
• Basic remote access solution implementation and support (VPN, Remote Desktop Services, Citrix).
• Communicate with customers about incident progress, impending changes, and outages.
• Maintain system documentation in a knowledge management system.

As an Equal Employment Opportunity employer, all qualified applicants will receive consideration without regard to race, color, religion, sex, national origin, disability, or veteran status.