"Service Desk Manager"

Job Description

Posting Number: SP005151P
Division/College: Information Technology Services
Department: Customer Experience and Engagement
Location: Moscow

Posting Context Statement:

Under the direction of the IT Service Desk Director, the Service Desk Manager and the designated team provides statewide technical support, ID card service, and student computer lab maintenance, in support of the University of Idaho’s teaching, learning and research mission. This team works with other OIT support teams to identify solutions, work with vendors, and ensure delivery of IT equipment, software, and services.

Position Overview:

This position is responsible for developing and implementing statewide technical support solutions for university clients. The position will manage, develop and direct the IT Service Desk Team to provide excellent support and is also manages university card services.

Duties may include:

• Lead, manage and develop the IT Service Desk Team
• Ensure IT Service Desk (ITSD) responsibilities and tickets are completed in a timely manner
• Develop and maintain university card processes and standards
• Develop reporting performance indicators for services provided
• Manage professional relationships with internal and external stakeholders
• Monitor and report on unit financial data
• Other duties as assigned

Required Experience:

• Four years of technical support experience
• Two years supervisory experience
• Working with teams to accomplish shared goals
• Working and communicating with internal and external stakeholders

Required Education:

• High School Diploma or equivalent

Required Other:

• Possess a valid driver’s license and be able to meet policy requirements for driving university-owned vehicles

Additional Preferred:

• Bachelor’s degree in a related field
• Experience with assignment coordination and staff management, service delivery processes, intra/inter-team communications, budgeting and measures/metrics
• Proven ability to deliver consistent, high-quality customer service and technical support
• Excellent organization and attention to detail
• Experience working with fiscal practices with a basic understanding of budget management
• Experience in higher education
• Excellent verbal and written communication skills with the ability to explain technical concepts clearly to technical and non-technical users

Physical Requirements & Working Conditions:

• Must be able to lift, carry or otherwise move 50 pounds regularly

Degree Requirement: N/A: No degree requirement
FLSA Status: Exempt
Employee Category: Exempt
Pay Range: $59,472 + DOE
Type of Appointment: _of_Appointment
FTE: 1
Full Time/Part Time: Full Time

Funding:
A visa sponsorship is available for the position listed in this vacancy: No
Posting Date: 01/22/2026
Closing Date:
Open Until Filled: Yes

Special Instructions to Applicants:

Position will remain open until pool of qualified candidates are identified. Applications received on or before February 9, 2026, will receive first consideration.

To apply, visit https://uidaho.peopleadmin.com/postings/50603