Manager - Service Desk

Position Title: Manager - Service Desk Location: Big Rapids (Main Campus) Department: 54202 - ITSC Service Desk Advertised Salary: $51,126-$55,846 Salary commensurate with education, experience, and other requirements. Benefits: Comprehensive benefits package (health care, vacation, etc.). Please see the following link for a list of benefits offered with this position. Admin / Admin Temp Benefit Plans FLSA: Exempt **Temporary/Continuing: ** Continuing Part-Time/Full-Time: Full-Time Union Group: N/A Term of Position: 12 Month At Will/Just Cause: Just Cause Summary of Position: The Service Desk Manager leads and advances service desk operations in a higher education environment, aligned with the HDI Support Center Maturity Model and leveraging the Team Dynamix IT Service Management (ITSM) platform. This role oversees several full-time employees and numerous part-time student employees. The manager is responsible for the walk-up service desk, contact center, ITSM workflows, knowledge management, and hardware repair services supporting faculty, staff, and students. The position emphasizes service quality, operational efficiency, staff and student development, data-driven decision-making, and continuous service improvement. This is a highly visible area of ITS and a highly customer service-driven team. The selected candidate for this position must be authorized to work in the United States at the time of hire without employer assistance or sponsorship now or in the future. The university will not assist with any F-1 EADs, OPT, H-1 B, etc. Position Type:<