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About the Role
The Service Desk Manager is responsible for the overall leadership, performance, and continuous improvement of the college’s Service Desk, serving as the primary technology support contact for students, faculty, and staff. This role oversees daily operations, staff supervision, and service delivery, including telecommunications and networking, ensuring timely, high-quality incident and request resolution. The manager drives first-contact resolution, utilizes data and reporting to enhance customer satisfaction and operational efficiency, and contributes to strategic planning and process refinement.
Responsibilities
- Oversees daily Service Desk operations, managing intake, prioritization, and resolution of incidents and service requests.
- Monitors the Service Desk queue, focusing on first-contact resolution and escalating issues as needed.
- Oversees integration and operation of telecommunications and networking support within the Service Desk.
- Coordinates staff and student employee scheduling to ensure adequate coverage.
- Supervises and mentors full-time Service Desk staff and work-study students, providing coaching and performance feedback.
- Maintains a robust training program and fosters a collaborative, client-focused team environment.
- Trains and supports the Senior Service Desk Analyst in Tier II telecommunications related work.
- 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.
- Performs regular quality audits of tickets and ticketing system data.
- Analyzes trends and service data to identify opportunities for process improvement.
- Tracks and analyzes key performance indicators, including first-contact resolution, ticket aging, and customer satisfaction.
- Collaborates with the Senior Service Desk Analyst on reporting, auditing, and improvement planning.
- Prepares monthly operational reports for the Director of Client Services.
- Works closely with other IT teams to ensure coordinated support and alignment with institutional technology goals.
Requirements
- Bachelor’s degree in a related field, or an Associate’s degree combined with significant relevant professional experience.
- Minimum of three to five years of experience in a technology support or service desk environment.
- Preferred supervisory or lead responsibilities.
- Demonstrated experience managing service desk operations, ticketing systems, workflows, and performance metrics.
- Strong working knowledge of telecommunications and networking systems (including VoIP platforms, gateways, call center applications, and cabling infrastructure; perform diagnostics, configuration changes, and system maintenance).
- Strong working knowledge of desktop operating systems, common enterprise applications, and telecommunications support concepts.
- Experience developing documentation, knowledge base content, and service processes.
- Proven ability to supervise, mentor, and develop staff and student employees.
- Strong organizational, analytical, and time-management skills with the ability to prioritize competing demands.
- Proven ability to contribute positively to a collaborative, team-oriented work environment.
- Excellent verbal and written communication skills.
- Ability to support, contribute to, and strengthen a diverse, inclusive, and collaborative campus community.
- Finalists for hire will undergo a background check that includes education, employment, and criminal convictions.
Skills
- Service Desk Management
- Technology Support
- Incident Resolution
- Request Fulfillment
- First-Contact Resolution
- Telecommunications Support
- Networking Support
- Staff Supervision
- Mentoring
- Training Program Development
- Process Improvement
- Documentation
- Knowledge Base Management
- Quality Assurance
- Data Analysis
- Performance Metrics Tracking
- TeamDynamix Platform
- VoIP Platforms
- Gateway Configuration
- Call Center Applications
- Cabling Infrastructure
- Desktop Operating Systems
- Enterprise Applications
- Organizational Skills
- Analytical Skills
- Time Management
- Communication Skills
Location
- Schenectady, NY
Work Type
- In-Person
- Full-time
Experience Level
- 3-5 years in technology support or service desk
- Supervisory or lead experience preferred
Education Level
- Bachelor's degree in a related field or Associate's degree with significant relevant experience
Salary/Compensations
- $72,000-$74,000
Benefits
- Generous Vacation, Sick, and Personal Time
- Winter Recess Break
- Paid Holidays
- Medical (PPO & HDHP), Dental, and Vision Insurance
- Flexible Spending and Dependent Care Accounts
- Free On-Campus Fitness Facility Access
- Discounts for On-Campus Wellness Programs
- 403(b) Retirement Plan (Pre and Post Tax participation)
- Salary Continuation Program in the event of Disability
- Tuition Exchange
About the Company
- Union College participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the United States.
Equal Opportunity
- Union College participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the United States. Learn more about E-Verify and your Right to Work (Derecho a Trabajar).