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Service Desk Manager Jobs (NOW HIRING)

Union College

Service Desk Manager

Schenectady, NY · On-site

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 ...

Unioncollege

Service Desk Manager

Schenectady, NY

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 ...

Lennar Homes

Service Desk Manager

Miami, FL · On-site

Service Desk Manager We Are Lennar Lennar is one of the nation's leading homebuilders, dedicated to making an impact and creating an extraordinary experience for their Homeowners, Communities, and ...

Lennar

Service Desk Manager

Miami, FL · On-site

Service Desk Manager We Are Lennar Lennar is one of the nation's leading homebuilders, dedicated to making an impact and creating an extraordinary experience for their Homeowners, Communities, and ...

Lennar

Service Desk Manager

Miami, FL · On-site

Service Desk Manager We Are Lennar Lennar is one of the nation's leading homebuilders, dedicated to making an impact and creating an extraordinary experience for their Homeowners, Communities, and ...

Lennar

Service Desk Manager

Irving, TX

Service Desk Manager We Are Lennar Lennar is one of the nation's leading homebuilders, dedicated to making an impact and creating an extraordinary experience for their Homeowners, Communities, and ...

Lunavi

Service Desk Manager

Cheyenne, WY · On-site

Job Type Full-time Description The Service Desk Manager is responsible for the operational performance of the 24x7 Service Desk, ensuring efficient ticket intake, triage, routing, and resolution of ...

Lunavi

Service Desk Manager

Cheyenne, WY · On-site

The Service Desk Manager is responsible for the operational performance of the 24x7 Service Desk, ensuring efficient ticket intake, triage, routing, and resolution of Tier I and defined Tier II ...

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Service Desk Manager information

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$36.5K

$94.5K

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How much do service desk manager jobs pay per year?

As of Jul 7, 2026, the average yearly pay for service desk manager in the United States is $94,518.00, according to ZipRecruiter salary data. Most workers in this role earn between $71,000.00 and $112,500.00 per year, depending on experience, location, and employer.

What are the key skills and qualifications needed to thrive as a Service Desk Manager, and why are they important?

To thrive as a Service Desk Manager, you need strong IT knowledge, experience in service management, and often a relevant degree or ITIL certification. Familiarity with ticketing systems such as ServiceNow or Jira, as well as reporting and analytics tools, is typically required. Excellent leadership, problem-solving, and communication skills set standout managers apart, enabling them to lead teams effectively and resolve conflicts. These competencies ensure efficient service delivery, high customer satisfaction, and continuous improvement in IT support environments.

What is the difference between Service Desk Manager vs Help Desk Supervisor?

AspectService Desk ManagerHelp Desk Supervisor
ResponsibilitiesOversees entire service desk operations, manages teams, develops policies, and ensures service quality.Supervises help desk staff, handles escalations, and ensures ticket resolution efficiency.
Required CredentialsTypically requires ITIL certification, relevant IT experience, and leadership skills.Often requires help desk experience, customer service skills, and basic IT certifications.
Work EnvironmentLeads a team in a corporate IT setting, focusing on strategic improvements.Manages daily help desk activities, often in a support center environment.

The main difference is that a Service Desk Manager has broader strategic and managerial responsibilities, overseeing the entire service desk operation, while a Help Desk Supervisor focuses on daily team supervision and ticket resolution. Both roles require IT knowledge and customer service skills, but the Service Desk Manager typically holds a higher level of responsibility and leadership.

What are the most common challenges faced by a Service Desk Manager, and how can they be effectively addressed?

Service Desk Managers often encounter challenges such as balancing high ticket volumes, ensuring timely resolution of issues, and managing team performance under pressure. Effective strategies include implementing clear processes for ticket prioritization, regularly training staff on both technical and customer service skills, and utilizing performance metrics to identify areas for improvement. Additionally, fostering open communication and collaboration within the team helps address issues promptly and maintain a positive work environment.

What is a Service Desk Manager?

A Service Desk Manager is a professional responsible for overseeing the daily operations of an organization’s IT service desk. They lead a team that provides technical support to users, ensuring that incidents and service requests are resolved efficiently. The Service Desk Manager also implements processes and best practices to improve customer satisfaction, manages staff performance, and coordinates with other IT departments to resolve complex issues. Their ultimate goal is to ensure smooth IT service delivery and support across the organization.
More about Service Desk Manager jobs
What cities are hiring for Service Desk Manager jobs? Cities with the most Service Desk Manager job openings:
What are the most commonly searched types of Service Desk jobs? The most popular types of Service Desk jobs are:
Who are the top companies hiring for Service Desk Manager jobs? The top employers for Service Desk Manager jobs are:
What states have the most Service Desk Manager jobs? States with the most job openings for Service Desk Manager jobs include:
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Service Desk Manager jobs near you
Infographic showing various Service Desk Manager job openings in the United States as of July 2026, with employment types broken down into 81% Full Time, 17% Part Time, 1% Temporary, and 1% Contract. Highlights an 96% Physical, 1% Hybrid, and 3% Remote job distribution, with an average salary of $94,518 per year, or $45.4 per hour.
Service Desk Manager

Service Desk Manager

Union College

Schenectady, NY • On-site

Full-time

Medical, Dental, Vision, Retirement, PTO

Posted 19 days ago

Job description

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.
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
    Oversees the daily operations of the Service Desk, managing the intake, prioritization, and resolution of incidents and service requests to ensure timely, consistent, and high-quality support. Monitors the Service Desk queue with a focus on first-contact resolution and ensures that issues are escalated to Tier II analysts or other ITS teams in accordance with established workflows. Oversees the integration and ongoing operation of telecommunications and networking support within the Service Desk to ensure seamless service delivery across supported technologies. Coordinates staff and student employee scheduling to maintain adequate coverage during all operational hours, including consideration of daily breaks, time off, and college break periods.
  • Supervision, Training, and Staff Development
    Supervises and mentors full-time Service Desk staff and work-study students, providing coaching, guidance, and performance feedback to support professional growth and service excellence. Maintains a robust, ongoing training program and fosters a collaborative, client-focused team environment. Trains and supports the Senior Service Desk Analyst in Tier II telecommunications related work. Demonstrates and promotes consistent service quality and knowledge sharing across the team.
  • Process Improvement, Documentation, and Quality Assurance
    Leads the development, documentation, and continuous improvement of Service Desk procedures, workflows, and knowledge base articles within the TeamDynamix platform. Performs regular quality audits of tickets and ticketing system data to ensure accuracy, consistency, and adherence to established service standards. By analyzing trends and service data, the role identifies opportunities for process improvement and implements enhancements that strengthen service delivery and operational efficiency.
  • Reporting, Metrics, and Collaboration
    Tracks and analyzes key performance indicators, including first-contact resolution, ticket aging, and customer satisfaction, using these metrics to inform decision-making and drive continuous improvement. Collaborates with the Senior Service Desk Analyst on reporting, auditing, and improvement planning initiatives and prepares monthly operational reports for the Director of Client Services. Works closely with other IT teams to ensure coordinated support, effective communication, and alignment with institutional technology goals.

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).

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