IT Service Desk Manager

Summary

The IT Service Desk Manager reports directly to the Director of IT Client Services and is in a hands-on position responsible for supervising and coordinating the operation and maintenance of the College's IT Service Desk. The position provides advanced technical expertise in supporting technology services across a variety of support domains including desktop/academic applications, classroom technologies, AV and multimedia technologies, and institutional IT client systems. The Service Desk Manager combines soft skills, management, and technical troubleshooting to serve as a role model by mentoring junior staff and student IT Technicians. This position serves as a key escalation point for complex incidents, problems, and service requests for the IT Service Desk and a key liaison between clients and departmental subject matter experts.

Duties and Responsibilities

Primary Responsibilities

Regularly exercise discretion and judgment to ensure that best IT practices are followed, and that continuous business operations which rely on technology are possible as indicated by the following examples:

• Serves as a role model of exemplary customer service to faculty, staff, students, and guests of the College by professionally and accurately using independent judgment to troubleshoot, diagnose, record, classify, correct, document, communicate, and close IT Service Requests or Incidents via the phone, email, or face-to-face.
• Manage the overall operations of the IT Service Desk by facilitating work of the IT staff and student workers, providing training to students and staff workers of college technologies, and ensuring work is performed in an efficient manner that promotes accuracy and timely completion of requests.
• Deploy, configure, maintenance, diagnose, troubleshoot and provide solutions for endpoints including academic and enterprise technologies.
• Serve as an escalation point for complex technical issues (problems), providing Tier 2/3 support across hardware, software, networking, and enterprise systems.
• Organize, maintain, and inventory all institutional device assets, peripheral, and multimedia equipment and assist with installation, reallocation, and disposal.
• Provide onsite and remote support for desktops, laptops, printers, mobile devices, scanners, copiers, fax machines, hardware repairs, software installations, or other fixes as determined.
• Works with hardware, software, and multimedia vendors to provide effective solutions and problem resolutions.
• Develop and maintain service desk procedures, knowledge base articles, and documentation aligned with best practices including ITIL and Operational Excellence principles.
• Mentor and guide ITS Service Desk staff and student workers, fostering a culture of continuous learning and professional growth.
• Responsible for recruiting, onboarding, and scheduling of student workers, ensuring consistent coverage and service quality.

Secondary Responsibilities

• Serves as a responsible and professional staff member by participating in ITS staff meetings and other functions (training of users, project meetings, and institutional activities); ensuring documentation is created in-line with current standards and is properly maintained according to established procedures and other documentation of main and remote locations.
• Provide supervisors with regular and detailed reports of progress on assigned tasks or projects upon request.
• Ability to work well under pressure, take initiative, prioritize and follow through on multiple tasks while maintaining a high degree of accuracy, speed and composure.
• Assist with the design, evaluation, installation, and support for institutional AV/multimedia solutions.
• Collaborate with Director(s) for assigning student workers for ITS tasks and providing training to student workers of college technologies including policy and procedures.
• Collaborate with stakeholders to identify and implement service improvements, automation opportunities, and user experience enhancements.
• Assist with ensuring the Confidentiality, Integrity, and Availability of "personal information" by protecting against any potential threats or hazards to the security or integrity of such information including unauthorized access to, or use of, such information in a manner that creates a substantial security risk of misuse, theft, or fraud.

Qualifications

• Associate or Bachelor of Arts or Sciences degree in an IT related field, or 7+ years of IT Service Desk experience.
• Strong experience in using, configuring, and troubleshooting desktop productivity applications such as Microsoft 365, Microsoft Intune, JAMF, Adobe Creative Suite, and other business-critical software on Windows and macOS platforms, within an Active Directory environment. Industry certifications like CompTIA A+ or Network+ and/or ITIL are strongly preferred.
• Ability to work in a fast-paced, customer-facing environment while effectively prioritizing multiple tasks and projects to ensure consistent service levels, timely resolution, and a positive end-user experience.
• Experience with supporting Identity & Access via Active Directory/Entra, user security at the client level, and installing third party software products.
• Excellent communication, organizational, and problem-solving skills.
• Bending, kneeling, carrying, lifting (50 pounds), pushing, pulling, reaching, sitting, standing, and walking required for this position.
• Occasional travel, extended, on-call, or weekend hours may be required for critical support needs.

Supervisory Duties

ITS Service Desk Analyst(s), ITS Service Desk Technician(s), IT Service Desk Student Worker(s).