University of Notre Dame · 2 days ago
Manager, Service Desk
Notre Dame, IN
Full-time
Onsite
Mid, Senior LevelThe University of Notre Dame is a vibrant, mission-driven community committed to fostering an environment of care. The Manager of the Service Desk will lead a team providing exceptional technical support to faculty, staff, and students, ensuring efficient operations and outstanding customer service.
EducationHigher EducationService Industry
No H1B
Responsibilities
Supervise, mentor, and coach a team of Service Desk technicians, promoting a culture of excellence and professional development
Work closely with the Director to innovate and develop strategic plans for the Service Desk services and staff
Implement and monitor quality assurance KPIs to ensure Service Desk staff consistently provide outstanding service that meets the quality standards expected by the university
Maintain plans to ensure business continuity during university closures, times with increased workload, and staff changes
Act as an escalation point for complex technical and customer service issues, providing guidance and support
Oversee the development and maintenance of standard operating procedures (SOPs), including documentation, training materials, and coaching resources
Define and track key performance indicators (KPIs) to evaluate service effectiveness and identify opportunities for improvement
Champion automation and service optimization initiatives to enhance efficiency and user experience
Partner closely with a peer Service Desk Manager to ensure consistent operations, shared leadership coverage, and alignment on service standards, staffing, and continuous improvement initiatives
Work closely with other OIT departments and IT@ND colleagues to represent the Service Desk and ensure the team outcomes align with university and stakeholder goals and values
Facilitate effective communication between the Service Desk and the university community regarding IT issues, updates, and Service Desk changes
Develop and maintain staffing and continuity plans to support service delivery during university closures, peak demand periods, and staff transitions
Coach and develop staff to build internal talent pipelines and support long-term workforce planning
Assist with training and mentoring of new Service Desk staff, students, and Temp/On-Call employees
Represent Client Experience on IT projects and committees to aid in planning support and change management activities for new and evolving services
Qualification
Required
Bachelor's degree in Business, Information Technology, Computer Science, or a related field
Excellent leadership, communication, and interpersonal skills
Ability to work closely with key campus partners to ensure the Service Desk is well understood and received positively
Strong background in creating and maintaining metrics to demonstrate the effectiveness of a service
Demonstrated experience leading highly effective teams
Understanding of ITIL (Information Technology Infrastructure Library) best practices and service management frameworks
Demonstrated experience with IT service management (ITSM) best practices and ServiceNow or a comparable ITSM platform
Ability to work in the United States, now or in the future, without visa sponsorship
Benefits
Paid holiday break
Company
University of Notre Dame
The University of Notre Dame is the premiere Catholic research university in the United States.
Founded in 1921
5001-10000 employees
Funding
Current Stage
Late StageLeadership Team
Matthew Nguyen
Co-Founder of Notre Dame Adult Education Alliance (Ad-Ed)
Mariette Quinn
Advisor to Chief Information Officer/VP of OIT
Recent News
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2025-12-30
2025-12-12
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