Service Desk Manager
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Upload Your ResumeAbout This Role
Manage and lead the IT Service Desk team, serving as the university's primary point of contact for IT support. Oversee Tier 1 service delivery and manage the third-party call center vendor relationship.
Responsibilities
- Oversee daily operations of the IT Service Desk
- Recruit, hire, and supervise technical staff and student workers
- Manage and develop a team of service desk staff
- Monitor and analyze key performance indicators (KPIs)
- Develop and maintain service-level agreements (SLAs)
- Serve as the primary liaison with the outsourced call center vendor
- Monitor vendor performance against contractual SLAs
- Foster a culture of customer service excellence
- Act as an escalation point for complex or high-priority support issues
- Identify opportunities to streamline workflows and enhance service desk efficiency
Requirements
- Bachelor’s degree in applicable field or equivalent combination of education and experience
- Three years of related experience
- Knowledge of word processing and spreadsheet applications
- Knowledge of basic project and operations management
- Knowledge of team leadership skills
- Knowledge of the IT industry and trends, IT security regulations
- Proficiency with the Information Technology Interface Library (ITIL)
- Ability to multitask and work cooperatively with others
- Excellent written communication, analytical, interpersonal, and organizational skills
Qualifications
- Bachelor’s degree in applicable field or equivalent combination of education and experience.
- Three years of related experience.
Nice to Have
- Three years of experience in IT support or service desk management, preferably in a higher education environment
- Bachelor’s degree in Information Technology, Computer Science, Business Administration, or related field
- Strong computer skills
- Knowledge of applicable industry and market trends
- Experience managing IT service teams in a higher education or similar environment
- Strong knowledge of IT Service Management (ITSM) best practices (e.g. ITIL framework)
- Experience managing vendor relationships or outsourced IT support services
- Proficiency with ticketing systems and remote support tools
- Excellent problem-solving, communication, and leadership skills
- Experience with TeamDynamix or similar ITSM platforms
- Experience managing student workers in a university IT setting
Skills
* Required skills
Benefits
Certifications
About Tarleton State University
Tarleton State University is a distinguished Doctoral National Comprehensive University that values innovation, collaboration, and inclusive growth.