Service Desk Manager

Massachusetts, United States
Salary Not specified
Sep 02, 2020
Employment Level
Employment Type
Full Time

Service Desk Manager

About Northeastern:
Founded in 1898, Northeastern is a global research university and the recognized leader in experience-driven lifelong learning. Our world-renowned experiential approach empowers our students, faculty, alumni, and partners to create impact far beyond the confines of discipline, degree, and campus.

Our locations—in Boston; Charlotte, North Carolina; London; Portland, Maine; San Francisco; Seattle; Silicon Valley; Toronto; Vancouver; and the Massachusetts communities of Burlington and Nahant—are nodes in our growing global university system. Through this network, we expand opportunities for flexible, student-centered learning and collaborative, solutions-focused research.

Northeastern's comprehensive array of undergraduate and graduate programs— in a variety of on-campus and online formats—lead to degrees through the doctorate in nine colleges and schools. Among these, we offer more than 195 multi-discipline majors and degrees designed to prepare students for purposeful lives and careers.

About the Opportunity:
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 Service 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 support for both in person and virtual environments. Technology includes (but is not limited to) desktop/laptops (both MAC and PC), student printing, audio/visual and classroom response, as well as computing labs for students, faculty and staff.

A large focus of this role will be specific to in-person services and further developing a scalable classroom response plan, as well as general oversight of audio/visual needs across campus.

In an effort to provide managerial support to the community 7x24x365 this managerial role is a collaborative team effort with other members of management. Health and Safety (as dynamically defined by Northeastern) protocols and guidelines may be solicited to ensure we align our services to pandemic regulations.

The role will manage full-time and student service desk staff. This includes but is not limited to, developing and providing ongoing training and 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 include but are not limited to developing metrics 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).

9am to 6pm (subject to change) Monday to Friday

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.


Audio/Visual and Classroom Response
Among the key duties of this position are the following:
  • Further define and design a scalable Classroom Response team.
  • Ensure proper training and documentation is provided as these environments change
  • Coordination of staffing for AV events and requests

In-Person Services
  • Oversees staff and students with 2nd, and 3rd tier technology and telecommunications support, which includes: troubleshooting operating systems, applications, and network issues, cable issues, answering questions regarding application use, and the installation of software, to name a few.
  • Ensure proper services exist to provide warranty evaluation and repairs on university owned equipment.
  • Maintain computer lab technology, operating state of the art Infocommons and Digital Media Commons,
  • Remotely (and possibly in person) support graduate campus expansions
  • Provide VIP support to our Executive Leadership.
  • Ensure proactive measures are taken to identify potential customer problems by reviewing customer history for open issues or trends. Determine root causes of continuing issues.
  • Update Knowledge base as needed for new issues, new technologies and equipment plus fixes to support both technicians and self- service
  • Design and implement new processes and troubleshooting best practices.
  • Document all issues addressed and follow all appropriate procedures established by ITS Customer Services to provide ongoing feedback on all issues.

Reporting and Projects
  • Develop and provides metrics and reporting utilizing statistic and computer use reporting software (Labstats), Trouble Ticketing and Reporting Software (Service Now) and Automated Call Distribution system reports.
  • Participates in Information Technology Services project implementations to the university community. This entails project roll out including documentation of self service, service desk, trouble shooting, analyze initial feedback, and proactively analyze effect of implementation on user community and environment from the Customer Services Perspective. Analyze new technologies and provide recommendations to or management of further analysis and impact. Provides recommendations for incremental funding requirements.

Personnel Administration

Full Time Staff Management
Oversees Hiring, employee relations, termination, performance management. Develops daily schedules, training programs, policies and procedures. Manages full time staff for Telephone and Desktop Support, and the operation of the InfoCommons and the Digital Media Commons. Analyzes current procedures and improves functionality within the accepted standard of service delivery. Assure that requests are being handled in a professional and expeditious manner. Ensures funding for full time staff training remains within budget.

Student Staff Management
Oversees hiring, development of daily schedules, training programs, policies and procedures, and performance evaluations. Manages student staff for the operation of the InfoCommons, the Digital Media Commons, student support that supplements full time staff telephone support, and audio/visual support.

Ensures student employees provide the required quality of service to the Northeastern community.

The ideal candidate will have 4-6 years of technical customer service experience with 2-4 years of experience in a lead role, within a higher educational/student workforce environment is preferred.

ITIL, Service Now, A+, Mac and Microsoft product certifications and Certified Technology Specialist (CTS) are preferred, but not required.

An understanding of knowledgebase general concepts with a passion for providing an end user self-help experience is required. The position also requires a logical and structured approach to troubleshooting and decision making with an emphasis on superior customer service. Candidates that can articulate areas of innovation and forward thinking preferred.

Knowledge of general operations of the service desk also include the ability to create KPI's, SLA's metrics and reporting, utilizing Student Printing Statistics and Computer Use Reporting Software, Remote Assistance Software (Bomgar), Call Center Software, Trouble Ticketing and Reporting Software (Service Now) is required.

The Service Desk Manager is a role model to service desk staff and student staff in terms of their delivery of customer service and depth of their technical knowledge through both active and ongoing training. The Service Desk Manager must have an interest in and proficiency with learning new technologies that are needed by the University community.

Excellent interpersonal, communication and organizational skills are required. A flexible schedule is required as the Service Desk hours include evenings, holidays, and weekends. This role may also require travel to other campuses

Preferred Qualifications:


Salary Grade:

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

Northeastern University is an equal opportunity employer, seeking to recruit and support a broadly diverse community of faculty and staff. Northeastern values and celebrates diversity in all its forms and strives to foster an inclusive culture built on respect that affirms inter-group relations and builds cohesion.

All qualified applicants are encouraged to apply and will receive consideration for employment without regard to race, religion, color, national origin, age, sex, sexual orientation, disability status, or any other characteristic protected by applicable law.

To learn more about Northeastern University's commitment and support of diversity and inclusion, please see

To apply, visit


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