Service Desk Manager
- Location
- Union College, Schenectady, NY
- Work mode
- On-site
- Employment type
- Full-time
About the job
Service Desk Manager
Pay Status and Classification: Exempt, Regular full-time, In-Person. This position is not eligible for relocation assistance or visa sponsorship.
Supervisor: Director, Client Services
Position Purpose: 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. This role oversees daily operations, staff supervision, service delivery, including telecommunications and networking, within the Service Desk. 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.
Essential Responsibilities and Duties:
• Service Desk Operations and Service Delivery
- Service Desk Operations and Service Delivery
• Supervision, Training, and Staff Development
- Supervision, Training, and Staff Development
• Process Improvement, Documentation, and Quality Assurance
- Process Improvement, Documentation, and Quality Assurance
• Reporting, Metrics, and Collaboration
- Reporting, Metrics, and Collaboration
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, with 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 that supports institutional priorities and service excellence.
- Excellent verbal and written communication skills, with the ability to engage effectively with users of varying technical skill levels.
- Ability to support, contribute to, and strengthen a diverse, inclusive, and collaborative campus community.
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.
Location: Schenectady, NY
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. We encourage you to apply, even if you don’t believe you meet every one of our preferred qualifications.
We offer exceptional benefits including:
- Generous Vacation, Sick, and Personal Time
- Winter Recess Break in Addition to Paid Holidays (in accordance with policy)
- Healthcare: Medical (PPO & HDHP), 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 Exchange
Background Checks: In accordance with our background check policy , finalists for hire will undergo a background check that includes education, employment, and criminal convictions.
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. Learn more about E-Verify and your Right to Work (Derecho a Trabajar) .
From The Trustees of Union College in the Town of Schenectady in the State of New York's careers page (Workday), checked 29 Oct 2026.
How to apply
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Posted 20 Oct 2026 · checked 29 Oct 2026 · Report this job