Description

The Office of Innovative Technology Solutions at Tarleton State University, Stephenville, Texas is seeking candidates for the position of Service Desk Manager to start as soon as possible.

The Service Desk Manager, under direction of the Deputy CIO, is responsible for leading and managing the IT Service Desk team, which serves as the university’s first point of contact for IT support. This role oversees Tier 1 service delivery through phone, walk-in, and online channels while ensuring a high-quality support experience for the university community. The Manager also manages the university’s relationship with a third-party call center vendor, monitoring service-level agreement (SLA) compliance and ensuring alignment with university support standards. 

The Manager, Service Desk provides operational leadership for the university’s central IT support desk. This includes oversight of daily service desk functions, staff supervision, performance measurement, user experience improvement, and ITSM system utilization. The position plays a key role in ensuring timely and effective resolution of support requests and manages the performance of both internal teams and outsourced call center services. 

Position is in-office and located on the Tarleton State University main campus in Stephenville, Texas. Work hours are Mon-Fri; 8 AM-5 PM or as work requirements indicate. Serves as a Campus Security Authority (CSA)

Requirements

Essential Duties and Responsibilities: 

Service Desk Operations & Leadership

• 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.

Vendor Management & Call Center Outsourcing

• 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.

User Experience & Support Excellence

• 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.

Technology & Process Improvement

• 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.

Training & Staff Development

• 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.

Minimum Qualifications

Required Education and Experience:

• Bachelor’s degree in applicable field or equivalent combination of education and experience.
• Three years of related experience.

Knowledge, Skills, and Abilities

• 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 Qualifications

• 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.
• 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.
   

Application packets only accepted on-line at https://www.tarleton.edu/jobs. Documents required: Completed online application, Cover Letter, Resume/CV, Three professional references with complete contact information, All Transcripts, if required for position (Unofficial will be accepted and are required with application. Official transcripts must be received directly from each degree-granting institution prior to a letter of appointment issued.)

Review of applications packets will begin immediately and continue until the position is filled.

A founding member of The Texas A&M System, Tarleton State University is breaking records — in enrollment, research, scholarship, athletics, philanthropy and engagement — while transforming the lives of over 21,000 students in Stephenville, Fort Worth, Waco, Bryan and online. For over 125 years, Tarleton State has been committed to accessible higher education opportunities for all while helping students grow academically, socially and professionally through programs that emphasize real world learning and address regional, state and national needs.

Equal Opportunity/Veterans/Disability Employer.