Manager, IT Service Desk

Special Instructions to Applicants Please provide cover letter and references. Applicants must be currently authorized to work in the United States on a full-time basis without the need for visa sponsorship. The University will not sponsor applicants for work visas (e.g., H-1B). Job Summary The Manager of the Information Technology (IT) Service Desk provides operational and service leadership for customer-facing IT support services, including the Help Desk, Desktop Support, and Switchboard operations across all university locations. This position is responsible for ensuring service continuity, effective incident response, and consistent customer experiences during routine operations and high-impact events. The role serves as a key liaison between frontline support teams, technical units, vendors, and iTech leadership to support the University’s academic and administrative mission. Primary Duties and Responsibilities Directs day‑to‑day operations of the IT Service Desk, Desktop Support, and Switchboard functions, including workload distribution, coverage planning, and service oversight to ensure timely, consistent, and customer‑focused support for students, faculty, and staff across all university locations. Manages the intake, prioritization, escalation, and resolution of service requests and incidents. Ensures adherence to established service management processes, effective coordination across support tiers, and appropriate escalation during high‑impact or service‑disrupting events. Provides operational leadership during peak demand periods and service disruptions, making real‑time decisions related to staffing adjustments, service prioritization, queue management, and continuity of operations to minimize user impact and maintain critical services. Supervises personnel and administers the workforce for assigned teams to include staffing models, scheduling, onboarding, training, staff performance management, attendance monitoring, policy enforcement, and coordination of employee accommodations in accordance with university guidelines and policies. Administers and continuously improves service management systems, workflows, and system performance monitoring, including ticketing platforms, call routing, reporting tools, and knowledge base resources. Tracks service metrics, service levels, and trends to identify issues, improve efficiency, and report operational performance to the Director of Technology Support Services. Serves as a primary liaison for customer service operations, coordinating with internal technical teams, university departments, and external vendors to resolve systemic issues, support service planning and demand forecasting, communicate service status, and ensure alignment between frontline support operations and broader enterprise IT services. Performs other duties as assigned.