Service Desk Manager

Tarleton State University, a distinguished Doctoral National Comprehensive University, invites applications for the position of
** Service Desk*
* ** Manager
* * in the
** Division of Innovative Technology Services**. As part of a vibrant academic community dedicated to excellence in teaching, research, and service, this role offers the opportunity to contribute meaningfully to a university that values innovation, collaboration, and inclusive growth. Join us in advancing knowledge and transforming lives—on campus and beyond.
** Tarleton State University
** continues to grow its impact across Texas, with four distinct campuses located in
** Stephenville**,
** Fort Worth, RELLIS-Bryan and Waco**, along with a robust
** online
* * community that extends our reach even further.

The Service Desk Manager, under direction of the Deputy CIO, is responsible for leading and managing the IT Service Desk team, which serves as the university’s first point of contact for IT support. This role oversees Tier 1 service delivery through phone, walk-in, and online channels while ensuring a high-quality support experience for the university community. The Manager also manages the university’s relationship with a third-party call center vendor, monitoring service-level agreement (SLA) compliance and ensuring alignment with university support standards.

The Manager, Service Desk provides operational leadership for the university’s central IT support desk. This includes oversight of daily service desk functions, staff supervision, performance measurement, user experience improvement, and ITSM system utilization. The position plays a key role in ensuring timely and effective resolution of support requests and manages the performance of both internal teams and outsourced call center services.
Position is in-office and located on the Tarleton State University main campus in Stephenville, Texas. Work hours are Mon-Fri; 8 AM-5 PM or as work requirements indicate. Serves as a Campus Security Authority (CSA)
* Oversees daily operations of the IT Service Desk, ensuring timely and effective resolution of support requests.
* Recruits, hires, and supervises technical staff and student workers. Enforces ethical, regulatory, and performance standards. Oversees and manages personnel issues.
* Manages and develops a team of service desk staff, including full-time employees and student workers.
* Facilitates the analysis of project needs, risks, and recommended solutions.
* Prioritizes, schedules, and directs activities of a project team.
* Directs the development of project or task plans, resource estimates, and schedules.
* Coordinates activities with the management of other organizational units and vendors.
* Directs the preparation of project documentation and reports for clients and management.
* Oversees and coordinates the evaluation, selection, and purchase of computing resources and consulting services.
* Monitors and analyzes key performance indicators (KPIs) to assess service effectiveness and drive continuous improvement.
* Develops and maintains service-level agreements (SLAs) and ensure compliance with response and resolution time targets.
* Maintains knowledge base documentation and self-service resources for end users.
* Fosters a culture of customer service excellence, ensuring a positive and productive user experience.
* Acts as an escalation point for complex or high-priority support issues.
* Gathers feedback from faculty, staff, and students to refine support processes.
* Promotes the use of self-service tools and knowledge bases to improve efficiency.
* Identifies opportunities to streamline workflows and enhance service desk efficiency.
* Ensures integration of the service desk with other IT support functions (Tier 2 and Tier
3).
* Leverages IT Service Management (ITSM) tools (e.g., Team Dynamix) to improve ticket tracking, reporting, and automation.
* Oversees, designs, and controls the processes for supporting the delivery of IT services. Monitors and analyzes operations metrics. Implements continuous improvement methodologies to include corrective actions.
* Performs limited advanced technical duties in support of large or…