• Manager, ITS Service Desk

    Western Kentucky University (Bowling Green, KY)


    General Description:

    The ITS Service Desk Manager is responsible for leading and managing the daily operations of the Service Desk. This role focuses on supervising staff, streamlining processes, managing projects, and supporting budget planning. The manager ensures that the Service Desk delivers high-quality, consistent support by guiding staff in addressing common IT issues and questions, promoting knowledge sharing, and maintaining a culture of service excellence. The position plays a vital role in aligning Service Desk operations with departmental goals and the evolving needs of the university community.

    General Responsibilities:

    + Direct and manage daily operations of the ITS Service Desk within Technical Support Services

    + Lead strategic, tactical, and budgetary planning for the Service Desk

    + Coordinate and manage Service Desk-related projects

    + Supervise and develop Service Desk staff, including hiring, coaching, performance appraisals, training, and scheduling

    + Establish team goals and priorities, ensuring alignment with departmental objectives

    + Monitor, analyze, and improve Service Desk operations through performance metrics and trend analysis

    + Foster a culture of knowledge sharing by ensuring staff are equipped to address common IT issues and frequently asked questions accurately and efficiently

    + Serve as an escalation point, assisting with root cause analysis and communicating resolutions to stakeholders

    + Partner with other ITS teams to ensure effective knowledge transfer and service delivery across the organization

    + Perform additional duties as assigned

    Knowledge & Skills Essential for Success:

    + Proven leadership and management skills that drive team performance and accountability

    + Strong commitment to customer service and continuous service improvement

    + Excellent critical thinking, professional judgment, and decision-making abilities

    + Exceptional oral and written communication skills

    + Strong organizational and time-management skills

    + High dependability, adaptability, and resilience under pressure

    + Ability to work both independently and collaboratively within a team environment

    + Knowledge of common IT issues and frequently asked questions, with the ability to guide staff in providing accurate and timely support

    + Availability to provide guidance and support to staff during hours of operation

    Job Requirements:

    + Bachelor's degree

    + At least three years of recent experience in IT with a strong background in customer service

    + At least two years of recent supervisory or managerial experience

    Additional Information:

    Salary Range: $58,000 - $62,000

     

    Kentucky state law requires all public institutions of postsecondary education to conduct pre-employment criminal background checks to determine suitability for employment.

     

    Western Kentucky University (WKU) is committed to a policy and practice of providing equal employment and educational opportunities to all individuals. In accordance with Title VI and VII of the Civil Rights Act of 1964, Title IX of the Educational Amendments of 1972, Section 504 of the Rehabilitation Act of 1973, Revised 1992, and the Americans with Disabilities Act of 1990, no form of discrimination or harassment will be tolerated at WKU on the basis of race, color, ethnicity, national origin, creed, religion, political belief, sex, sexual orientation, gender identity/expression, marital status, age, uniformed services, veteran status, genetic information, pregnancy, childbirth or related medical conditions, or physical or mental disability in admission to career and technical education programs and/or activities, or employment practices.

     

    Persons with disabilities, who need reasonable accommodations to participate in the application and/or selection process, should notify the office of Institutional Equity. To request an accommodation, report a complaint, or ask questions regarding WKU's Discrimination and Harassment Policy (#0.2040), please contact Ms. Ena Demir, Executive Director/Title IX Coordinator via email at [email protected] or by phone at (270) 745-6867. Ms. Demir is also responsible for coordinating the University's response to complaints related to sex and gender harassment. Additional information regarding Title IX is accessible via WKU's https://www.wku.edu/titleix/ website.

     

    Information concerning educational programs offered by WKU are provided at: http://www.wku.edu/atwku/academics.php

     

    For information related to job postings, please email [email protected].