Tarleton State University · 5 hours ago
Service Desk Manager
Stephenville, TX
Full-time
Onsite
Mid, Senior Level
$51K/yr - $71K/yr
3+ years expTarleton State University is a distinguished Doctoral National Comprehensive University, inviting applications for the position of Service Desk Manager in the Division of Innovative Technology Services. This role is responsible for leading and managing the IT Service Desk team, overseeing service delivery and ensuring a high-quality support experience for the university community.
EdTechEducationHigher Education
Responsibilities
Oversees daily operations of the IT Service Desk, ensuring timely and effective resolution of support requests
Recruits, hires, and supervises technical staff and student workers. Enforces ethical, regulatory, and performance standards. Oversees and manages personnel issues
Manages and develops a team of service desk staff, including full-time employees and student workers
Facilitates the analysis of project needs, risks, and recommended solutions
Prioritizes, schedules, and directs activities of a project team
Directs the development of project or task plans, resource estimates, and schedules
Coordinates activities with the management of other organizational units and vendors
Directs the preparation of project documentation and reports for clients and management
Oversees and coordinates the evaluation, selection, and purchase of computing resources and consulting services
Monitors and analyzes key performance indicators (KPIs) to assess service effectiveness and drive continuous improvement
Develops and maintains service-level agreements (SLAs) and ensure compliance with response and resolution time targets
Maintains knowledge base documentation and self-service resources for end users
Serves as the primary liaison between the university and the outsourced call center vendor
Monitors vendor performance against contractual SLAs and key performance metrics
Assists in the development of project or area budgets. Tracks expenditures and revenues
Coordinates the evaluation, selection. and purchase of computing resources and consulting services
Develops project or area budgets. Tracks expenditures and revenues
Ensures a seamless integration between the vendor’s operations and the university’s internal IT support structure
Provides feedback to the vendor and recommend process improvements to enhance service quality
Facilitates regular review meetings with the vendor to address challenges, track performance, and align on service expectations
Fosters a culture of customer service excellence, ensuring a positive and productive user experience
Acts as an escalation point for complex or high-priority support issues
Gathers feedback from faculty, staff, and students to refine support processes
Promotes the use of self-service tools and knowledge bases to improve efficiency
Identifies opportunities to streamline workflows and enhance service desk efficiency
Ensures integration of the service desk with other IT support functions (Tier 2 and Tier 3)
Leverages IT Service Management (ITSM) tools (e.g., TeamDynamix) to improve ticket tracking, reporting, and automation
Oversees, designs, and controls the processes for supporting the delivery of IT services. Monitors and analyzes operations metrics. Implements continuous improvement methodologies to include corrective actions
Performs limited advanced technical duties in support of large or multiple project teams’ projects and operations. Serves as a technical resource for other staff members
Stays current with IT support trends and recommend improvements aligned with industry standards
Trains and mentors service desk staff to ensure high-quality support and professional growth
Develops onboarding and training programs for new hires and student workers
Participates in training and professional development with a special emphasis on leadership development, management, industry related acumen, and project and operations management
Encourages collaboration with other IT teams to enhance problem-solving and technical knowledge
Qualification
Required
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 including decision making, scheduling, prioritizing, quality assurance, delegating, monitoring work tasks, reporting, negotiating, basic vendor relations, advanced customer relations skills, proposal writing, business acumen, persuasive communication, and adaptability to change
Knowledge of team leadership skills including motivating team and group processes, team collaboration, empowering, coaching, mentoring, training, ethical integrity, and supervising staff
Industry related skills to include knowledge of the IT industry and trends, knowledge of IT security regulations, and proficiency with the Information Technology Interface Library (ITIL)
Ability to multitask and work cooperatively with others
Excellent written communication, analytical, interpersonal, and organizational skills
Preferred
Three years of experience in IT support or service desk management, preferably in a higher education environment, or a related role
Bachelor's degree in Information Technology, Computer Science, Business Administration, or related field (or equivalent experience)
Strong computer skills
Knowledge of applicable industry and market trends
Demonstrated ability to work effectively in a team environment
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
ITIL certification or experience implementing ITIL-based processes
Experience with TeamDynamix or similar ITSM platforms
Experience managing student workers in a university IT setting
Benefits
Comprehensive benefits package for full-time and qualifying part-time employees
Company
Tarleton State University
Tarleton State University is a school in Stephenville.
1001-5000 employees
H1B Sponsorship
Tarleton State University has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (24)
2024 (15)
2023 (11)
2022 (7)
2021 (7)
2020 (2)
Funding
Current Stage
Late StageTotal Funding
$0.13MKey Investors
US Department of Commerce, Economic Development Administation
2023-09-28Grant· $0.13M
Leadership Team
Dr. James L. Hurley
President & CEO
Lori Beaty, CPA
Executive Vice President for Finance & Administration/Chief Financial Officer
Recent News
2025-10-25
2025-09-29
San Francisco Chronicle
2025-08-28
Company data provided by crunchbase