Manager, IT Service Desk

The Manager of the Information Technology (IT) Service Desk provides operational and service leadership for customer-facing IT support services, including the Help Desk, Desktop Support, and Switchboard operations across all university locations. This position is responsible for ensuring service continuity, effective incident response, and consistent customer experiences during routine operations and high-impact events. The role serves as a key liaison between frontline support teams, technical units, vendors, and iTech leadership to support the University's academic and administrative mission., * Directs day-to-day operations of the IT Service Desk, Desktop Support, and Switchboard functions, including workload distribution, coverage planning, and service oversight to ensure timely, consistent, and customer-focused support for students, faculty, and staff across all university locations.

• Manages the intake, prioritization, escalation, and resolution of service requests and incidents. Ensures adherence to established service management processes, effective coordination across support tiers, and appropriate escalation during high-impact or service-disrupting events.

• Provides operational leadership during peak demand periods and service disruptions, making real-time decisions related to staffing adjustments, service prioritization, queue management, and continuity of operations to minimize user impact and maintain critical services.

• Supervises personnel and administers the workforce for assigned teams to include staffing models, scheduling, onboarding, training, staff performance management, attendance monitoring, policy enforcement, and coordination of employee accommodations in accordance with university guidelines and

• policies. Administers and continuously improves service management systems, workflows, and system performance monitoring, including ticketing platforms, call routing, reporting tools, and knowledge base resources. Tracks service metrics, service levels, and trends to identify issues, improve efficiency, and report operational performance to the Director of Technology Support Services.

• Serves as a primary liaison for customer service operations, coordinating with internal technical teams, university departments, and external vendors to resolve systemic issues, support service planning and demand forecasting, communicate service status, and ensure alignment between frontline support operations and broader enterprise IT services.

• Performs other duties as assigned.

Do you have a Bachelor's degree?, Bachelor's degree from an accredited college or university in Computer Science, Electronics Technology, or related field. Three (3) years of experience working on a technology support Help Desk. Experience may be substituted for the educational requirement on a year-for-year basis., * Ability to plan, implement, and evaluate programs and operational processes

• Proficiency in hardware, software, and network diagnostics and analysis
• Proficiency in Microsoft Office Suite applications for reports, documentation, and communication
• Ability to develop operational procedures, internal policies, and technical documentation
• Knowledge of a broad range of computer hardware, software, and network related technologies
• Ability to build and maintain effective interpersonal and professional relationships
• Experience with training, leadership, and supervisory responsibilities
• Ability to manage difficult and potentially stressful situations professionally and effectively
• Excellent verbal, written, and customer service communication skills, including telephone, email, and social media interactions
• Ability to manage multiple priorities and adapt within a fast-paced environment

Preferred Qualifications One (1) year of experience in higher education or public-sector IT, specifically in management, IT support tools and ticketing systems. Preferred certifications in Microsoft Certified Professional (MCP), CompTIA A Plus (A+), Dell, or Apple.

Since our founding in 1910, The University of Southern Mississippi has remained dedicated to preparing students for success. We deliver programs to more than 13,000 students in Hattiesburg and Long Beach, at teaching and research sites across the Mississippi Gulf Coast, as well as online. We are a community-engaged Carnegie R1 university, earning distinction as one of the nation's leading research institutions. Southern Miss is known for pioneering work in polymer science, ocean science, spectator sports safety and security, and bringing language to children with communication disorders. We are also a national leader in a broad range of disciplines, including cybersecurity, hydrography, nutrition, aquaculture, kinesiology, and economic development, among others. We produce graduates ready to enter fields that are leading the way in emerging technologies through programs such as computer engineering, information technology, and ocean engineering. We're developing the next generation of business leaders, while also responding to critical workforce shortages by producing skilled professionals in education and nursing. With a tradition of excellence in the arts, we are one of only 36 public institutions in the nation accredited in four major areas of the arts. Home to the Golden Eagles, our student-athletes compete in 17 NCAA Division I sports. With a culture marked by passion and persistence, Southern Miss is delivering graduates who are ready for life. For more information, visit www.usm.edu. The University of Southern Mississippi is an equal opportunity employer, and all qualified applicants will receive consideration for employment. EOE/VETS/DISABILITY.   You must create an Indeed account before continuing to the company website to apply