Service Desk Manager

Northeastern University

Service Desk Manager

Requisition Number: STFR003756

Division/College: Information Technology Services

Location: Boston Main Campus

Full-time/Part-time: Full Time


The Division of Information Technology Services (ITS) is currently seeking a talented individual to fill the role of Service Desk Manager. The Service Desk Manager oversees the daily operations of the ITS Service Desk within the Customer Services department. The Services Desk serves as the initial central point of contact for Information Technology Services for the university campus community including both local and remote campus locations. This role oversees technology support both in person and over the phone for . Technology such as desktop/laptop (both MAC and PC), audio visual, student printing, classrooms, and student computing labs for students, faculty and staff. In an effort to provide managerial support to the community 7×24×365 this managerial role is a collaborative team effort with other members of the management.
The role will manage full-time and student service desk staff. This includes but is not limited to developing and providing ongoing training, developing daily schedules to ensure appropriate staffing levels, ensuring policies and procedures are followed, and finally providing individual performance plans.
General operations of the service desk includes but not limited to metric and reporting utilizing Student Printing Statistics and Computer Use Reporting Software (Labstats), Remote Assistance Software (Bomgar), Call Center Software (ACD), Trouble Ticketing and Reporting Software (Service Now).
To ensure that these services are provided properly and in a timely manner to the university community, the employee will be required to work outside regular working hours and on some university holidays. This role may also require travel to other campuses.


The ideal candidate will hold a Bachelor’s degree in Computer Science Bachelor’s degree or a related area and must have 3-5 years of proven successful management experience in a technical customer service environment, within a higher educational environment is preferred. Also 4-6 years’ experience supporting mobile devices, Macintosh and Windows desktops and laptops. Microsoft Outlook and other Microsoft applications as well as a portfolio of educational software applications, personal productivity applications and collaboration applications. Experience in audio visual media and telephony a plus.

An understanding of knowledgebase general concepts with a passion for providing an end user self help experience is required. The position requires a logical and structured approach to troubleshooting and decision making with an emphasis on superior customer service. Familiarity with service desk applications and/or incident management environments required. Working Knowledge of Service Now, Labstats, Bombgar a plus. Excellent interpersonal, communication and organizational skills are required. A flexible schedule is required as the Service Desk hours include evenings, holidays, and weekends.

Additional Information:
A criminal background check is required for this position.

To be considered for this position please visit our web site and apply on line at the following link: Careers@Northeastern

Northeastern University is an Equal Opportunity, Affirmative Action Educational Institution and Employer, Title IX University. Northeastern University particularly welcomes applications from minorities, women and persons with disabilities. Northeastern University is an E-Verify Employer.


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