Service Desk Manager
$72,000–$74,000 year
On-site · Schenectady, New York, United States
Job Summary
Leads the Service Desk operations, overseeing incident and service-request intake, prioritization, and resolution to ensure timely, high-quality support. Manages staff supervision (full-time and work-study), training, and performance development; drives first-contact resolution and coordinates with Tier II analysts and ITS teams. Guides the documentation and continuous improvement of procedures and knowledge-base content in TeamDynamix; tracks metrics, prepares monthly operational reports, and collaborates with the Director of Client Services to align with institutional goals. Requires a Bachelor’s degree (or Associate’s with significant relevant experience) and 3-5 years in technology support/service-desk environments; strong knowledge of telecommunications and networking (VoIP, gateways, call-center applications), desktop OS, enterprise applications, and service-process documentation; proven leadership and communication skills for a diverse campus.
Required Qualifications
- 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
- 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
- Excellent verbal and written communication skills
- Ability to support, contribute to, and strengthen a diverse, inclusive, and collaborative campus community
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