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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Service Desk Manager - **Company:** Tarleton State University - **Location:** Stephenville, TX, United States - **Experience:** Experienced - **Salary:** $53,497.0 - $70,988.0 - **Contract:** Permanent contract - **Skills:** Artificial Intelligence, Spreadsheets, Cyber Security, Computer Networks, Issue Tracking Systems, Remote Service Software, Information Technology, 3-tier Architectures - **Published:** November 6, 2026 - **Apply:** https://tamus.wd1.myworkdayjobs.com/TARLETON_External/job/Stephenville-TX/Service-Desk-Manager_R-098532-1 ## About the Role Required Education and Experience: * Bachelor's degree in applicable field or equivalent combination of education and experience. * Three years of related experience. Required 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 Infrastructure Library (ITIL). * Ability to use approved AI-assisted tools responsibly in IT support, protect sensitive information, and evaluate outputs for accuracy and suitability. * Ability to multitask and work cooperatively with others. * Excellent written communication, analytical, interpersonal, and organizational skills. * Ability to maintain the security and integrity of critical infrastructure, which may include communications systems, computer networks and systems, cybersecurity systems, electrical grid, hazardous waste treatment system, or water treatment system., * 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. * Experience using AI-assisted tools or workflow automation to improve IT support operations, documentation, or service reporting. ## Description The Service Desk Manager, under the direction of the Director of Client Services, 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 Service Desk Manager 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. The Manager supports responsible use of university-approved artificial intelligence (AI) tools and automation to improve service delivery and operational efficiency. The 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)., Service Desk Operations & Leadership * Oversees daily operations of the IT Service Desk, ensuring timely and effective resolution of support requests. * Recruits, hires, supervises, and develops service desk staff, including full-time employees and student workers. Enforces ethical, regulatory, and performance standards. Oversees and manages personnel issues. * 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 ensures compliance with response and resolution time targets. * Maintains knowledge base documentation and self-service resources for end users, using approved AI-assisted tools where appropriate and reviewing generated content for accuracy. 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. * Develops project or area budgets and assists with budget development as needed. 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 recommends 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. * Uses university-approved AI tools, where appropriate, to identify recurring support issues, analyze service trends, and recommend improvements to service desk workflows and processes. Reviews AI-generated findings for accuracy and protects sensitive information in accordance with university requirements. * 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. Uses approved AI-assisted capabilities, where appropriate, to support ticket classification, routing, summarization, and analysis of service trends, with staff review of outputs. * Ensures AI-assisted support activities comply with university information security, data privacy, and technology governance requirements. * 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 recommends 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. Provides guidance on responsible use of approved AI-assisted support tools, including protection of sensitive information and verification of generated content. * 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.