University of Mount Union

University of Mount Union

Service Desk Manager

Union College, Schenectady, NY · Director · Full-time

Work authorization requiredDetected 26 days ago
AuditingProcess ImprovementVoIPLeadershipCommunicationCollaborationMentoring

About the role

  • This role oversees daily operations, staff supervision, service delivery, including telecommunications and networking, within the Service Desk.
  • Monitors the Service Desk queue with a focus on first-contact resolution and ensures that issues are escalated to Tier II analysts or other ITS teams in accordance with established workflows.

Responsibilities

  • The Service Desk Manager is responsible for the overall leadership, performance, and continuous improvement of the college's Service Desk, which serves as the primary point of contact for technology support for students, faculty, and staff.
  • The Service Desk Manager ensures timely, high-quality incident and request resolution, drives first-contact resolution where possible, and uses data, quality audits, and reporting to enhance customer satisfaction and operational efficiency.
  • Working closely with the Senior Service Desk Analyst and the Director of Client Services, the Service Desk Manager contributes to strategic planning, process refinement, and the ongoing development of a customer-focused, inclusive, and effective technology support environment.

Requirements

  • Bachelor's degree in a related field, or an Associate's degree combined with significant relevant professional experience.
  • 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
  • Strong organizational, analytical, and time-management skills with the ability to prioritize competing demands.
  • Excellent verbal and written communication skills, with the ability to engage effectively with users of varying technical skill levels.
  • E-Verify Participation: 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.
  • 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.
  • Proven ability to contribute positively to a collaborative, team-oriented work environment that supports institutional priorities and service excellence.
  • Ability to support, contribute to, and strengthen a diverse, inclusive, and collaborative campus community.

Nice to have

  • Minimum of three to five years of experience in a technology support or service desk environment, with preferred supervisory or lead responsibilities.
  • We know some job seekers may not apply for career opportunities unless they meet every qualification in the position description including the preferred qualifications.
  • We encourage you to apply, even if you don't believe you meet every one of our preferred qualifications.

Compensation

  • The annual salary range for this position is $72,000-$74,000.
  • Except for roles with a set rate of pay, the wage/salary of the finalist selected for this role will be set based on a variety of factors, including but not limited to departmental budgets, qualifications, experience, education, licenses, specialty, and training.
  • The stated hiring rate/range represents the College's good faith and reasonable estimate of the rate/range of possible compensation at the time of posting.
  • We know some job seekers may not apply for career opportunities unless they meet every qualification in the position description including the preferred qualifications.
  • We are most interested in hiring the best staff and faculty colleagues, and recognize that a successful candidate may come from a less traditional career path.

Benefits

  • Generous Vacation, Sick, and Personal Time
  • Healthcare, Dental, and Vision Insurance (Flexible Spending and Dependent Care Accounts)
  • Free On-Campus Fitness Facility Access and Discounts for On-Campus Wellness Programs
  • Pre and Post Tax participation in a 403(b) Retirement Plan
  • Salary Continuation Program in the event of Disability
  • Tuition programs
  • We offer exceptional benefits including:
  • Background Checks: In accordance with our background check policy, finalists for hire will undergo a background check that includes education, employment, and criminal convictions.
  • In accordance with our background check policy, finalists for hire will undergo a background check that includes education, employment, and criminal convictions.

Visa & Work Authorization

  • E-Verify Participation: 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.
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This listing is sourced directly from University of Mount Union's careers page and normalized into a canonical job model.