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Service Desk Manager

Union College
Schenectady, USA
Full-time
Manager
Onsite
Discovered 5 days ago
Communication

Full Job Posting

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).

Preferred Qualifications

  • 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 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.

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