| Position Title: | Manager - Service Desk | |
| Location: | Big Rapids (Main Campus) | |
| Department: | 54202 - ITSC Service Desk | |
| Advertised Salary: | $51,126-$55,846 Salary commensurate with education, experience, and other requirements. | |
Benefits:
| Comprehensive benefits package (health care, vacation, etc.). Please see the following link for a list of benefits offered with this position. Admin / Admin Temp Benefit Plans | |
| FLSA: | Exempt | |
| Temporary/Continuing: | Continuing | |
| Part-Time/Full-Time: | Full-Time | |
| Union Group: | N/A | |
| Term of Position: | 12 Month | |
| At Will/Just Cause: | Just Cause | |
| Summary of Position: | The Service Desk Manager leads and advances service desk operations in a higher education environment, aligned with the HDI Support Center Maturity Model and leveraging the Team Dynamix IT Service Management (ITSM) platform. This role oversees several full-time employees and numerous part-time student employees. The manager is responsible for the walk-up service desk, contact center, ITSM workflows, knowledge management, and hardware repair services supporting faculty, staff, and students. The position emphasizes service quality, operational efficiency, staff and student development, data-driven decision-making, and continuous service improvement. This is a highly visible area of ITS and a highly customer service-driven team.
The selected candidate for this position must be authorized to work in the United States at the time of hire without employer assistance or sponsorship now or in the future. The university will not assist with any F-1 EADs, OPT, H-1 B, etc. | |
| Position Type: | Staff | |
| Required Education: | Bachelor’s degree. | |
| Required Work Experience: | Two years of work experience in an IT-related technical customer support area and supervisory experience of full-time, part-time, and/or student employees. Hands-on experience in a call center, service desk, or help desk operation. | |
| Required Licenses and Certifications: | HDI Support Center Manager certification within one year of employment. | |
| Physical Demands: | - Office Environment
- Bending
- Carrying
- Moving
- Reaching
- Sitting
- Lifting
- Pulling/Pushing
- Repetitive movement
- Standing
| |
| Additional Education/Experiences to be Considered: | • Master's Degree or Advanced Degree.
• Five years of progressive experience in an IT organization
• Work experience as a call center supervisor or manager.
• Experience working in a higher education IT environment.
• Experience with hardware support and repairs.
• HDI Service Desk Manager, HDI Support Center Director, or ITIL certification.
• Experience implementing knowledge-centered support (KCS) practices.
• Advanced experience with Team Dynamix reporting, automation, and service catalog configuration.
• Experience managing endpoint lifecycle, asset management, or depot repair operations. | |
| Essential Duties/Responsibilities: | Key Responsibilities (HDI Aligned)
• Lead Service Desk operations aligned with HDI Level 3–4 (Customer-Led / Business-Led) maturity practices.
• Establish a strong customer experience culture focused on empathy, first-contact resolution, and measurable service outcomes.
• Use metrics and performance indicators to proactively improve services and reduce demand.
• Oversee workforce planning, scheduling, and capacity management to match academic cycles.
• Develop staff and student employees through structured onboarding, coaching, knowledge sharing, and continuous improvement practices.
ITSM & Team Dynamix Platform Responsibilities
• Administer and enhance the Team Dynamix ITSM platform, including ticketing, request forms, workflows, automation, and service offerings.
• Maintain the service catalog in Team Dynamix, ensuring clear service definitions, ownership, SLAs, and user-friendly request experiences.
• Create and manage reports and dashboards in Team Dynamix, including ticket aging, backlog, resolution trends, and demand analysis.
• Use Team Dynamix data to identify systemic issues, service improvement opportunities, and demand reduction strategies.
• Collaborate with IT partners to ensure consistent process adoption across departments.
Knowledge Management & Demand Reduction (HDI
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