Top 12 It service manager Jobs in Albany, Ny

Service Desk Manager
Union College —Schenectady, NY
- $72,000 - $74,000 a year
- Full-time
- Background check
- 3 years
- University
- Paid holidays
- Disability insurance
Assistant Manager, Desktop and Mobile Computing - Information Technology Services
University at Albany —Albany, NY
- $84,000 - $88,000 a year
- Weekends as needed
- Mid-level
- Microsoft Office
- Administrative experience
Service Delivery Manager
Zones —Albany, NY
- $120,000 - $140,000 a year
- Full-time
- Microsoft Excel
- Microsoft Outlook
- Bachelor's degree
- Disability insurance
- Health insurance
Quick Apply
1d
Technology Support Analyst II
John W. Danforth Company —Clifton Park, NY
- $55,000 - $65,000 a year
- Full-time
- Mid-level
- Windows
- High school diploma or GED
- Health insurance
- Dental insurance
Manager Information Technology Services 2 (Information Security), SG-29
State of New York - Financial Services, Department of —Albany, NY
- $118,425 - $145,039 a year
- Full-time
- Background check
- Computer science
- Management
Associate Director of IT Operations (GMP IT/OT)
Regeneron —Troy, NY
- $126,300 - $241,200 a year
- Monday to Friday
- Bachelor of Science
- 3 years
- Bachelor's degree
- Health insurance
- Dental insurance
Manager of Business Analysis - Information Technology Services
University at Albany —Albany, NY
- $115,000 - $120,000 a year
- Weekends as needed
- Office
- Analysis skills
- University
Intelligent Infrastructure Services Advisory Lead
Accenture —Albany, NY
- $122,700 - $396,500 a year
- Full-time
- Hybrid work
- Azure
- 6 years
- DevOps
- Paid holidays
- Disability insurance
9d
Connected Services Mid-Market Delivery Lead (Manhattan Associates)
Accenture —Albany, NY
- $87,400 - $266,300 a year
- Full-time
- 6 years
- Mid-level
- US work authorization
- Paid holidays
- Disability insurance
Managed Services - Integration / Middleware Analyst (UKG or Infor) - Manager
PwC —Albany, NY
- $99,000 - $232,000 a year
- Full-time
- 5 years
- Bachelor's degree
- Travel
- Paid holidays
- Health insurance
Salesforce Life Science Patient Service Delivery Lead
Accenture —Albany, NY
- $122,700 - $302,400 a year
- Full-time
- 5 years
- Machine learning
- US work authorization
- Paid holidays
- Disability insurance

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Service Desk Manager

Union College -
Schenectady, NY

Apply Now

Job Details

Full-time
$72,000 - $74,000 a year

Benefits

Paid holidays
Disability insurance
Dental insurance
Flexible spending account
Vision insurance
403(b)

Qualifications

Managing technical support teams
Customer communication
Managing teams in a customer support role
Policy & process development
Customer support ticket management
Mentoring
Call center management
Analytics

Full Job Description

The Service Desk Manager is responsible for the overall leadership, performance, and continuous improvement of the college’s Service Desk, which serves as the primary point of contact for technology support for students, faculty, and staff.

Service Desk Manager

Pay Status and Classification: Exempt, Regular full-time, In-Person. This position is not eligible for relocation assistance or visa sponsorship.

Supervisor: Director, Client Services

Position Purpose: The Service Desk Manager is responsible for the overall leadership, performance, and continuous improvement of the college’s Service Desk, which serves as the primary point of contact for technology support for students, faculty, and staff. This role oversees daily operations, staff supervision, service delivery, including telecommunications and networking, within the Service Desk. The Service Desk Manager ensures timely, high-quality incident and request resolution, drives first-contact resolution where possible, and uses data, quality audits, and reporting to enhance customer satisfaction and operational efficiency. Working closely with the Senior Service Desk Analyst and the Director of Client Services, the Service Desk Manager contributes to strategic planning, process refinement, and the ongoing development of a customer-focused, inclusive, and effective technology support environment.

Essential Responsibilities and Duties:

Service Desk Operations and Service Delivery
Oversees the daily operations of the Service Desk, managing the intake, prioritization, and resolution of incidents and service requests to ensure timely, consistent, and high-quality support. Monitors the Service Desk queue with a focus on first-contact resolution and ensures that issues are escalated to Tier II analysts or other ITS teams in accordance with established workflows. Oversees the integration and ongoing operation of telecommunications and networking support within the Service Desk to ensure seamless service delivery across supported technologies. Coordinates staff and student employee scheduling to maintain adequate coverage during all operational hours, including consideration of daily breaks, time off, and college break periods.
Supervision, Training, and Staff Development
Supervises and mentors full-time Service Desk staff and work-study students, providing coaching, guidance, and performance feedback to support professional growth and service excellence. Maintains a robust, ongoing training program and fosters a collaborative, client-focused team environment. Trains and supports the Senior Service Desk Analyst in Tier II telecommunications related work. Demonstrates and promotes consistent service quality and knowledge sharing across the team.
Process Improvement, Documentation, and Quality Assurance
Leads the development, documentation, and continuous improvement of Service Desk procedures, workflows, and knowledge base articles within the TeamDynamix platform. Performs regular quality audits of tickets and ticketing system data to ensure accuracy, consistency, and adherence to established service standards. By analyzing trends and service data, the role identifies opportunities for process improvement and implements enhancements that strengthen service delivery and operational efficiency.
Reporting, Metrics, and Collaboration
Tracks and analyzes key performance indicators, including first-contact resolution, ticket aging, and customer satisfaction, using these metrics to inform decision-making and drive continuous improvement. Collaborates with the Senior Service Desk Analyst on reporting, auditing, and improvement planning initiatives and prepares monthly operational reports for the Director of Client Services. Works closely with other IT teams to ensure coordinated support, effective communication, and alignment with institutional technology goals.

Qualifications:

Bachelor’s degree in a related field, or an Associate’s degree combined with significant relevant professional experience.
Minimum of three to five years of experience in a technology support or service desk environment, with preferred supervisory or lead responsibilities.
Demonstrated experience managing service desk operations, ticketing systems, workflows, and performance metrics.
Strong working knowledge of telecommunications and networking systems (including VoIP platforms, gateways, call center applications, and cabling infrastructure; perform diagnostics, configuration changes, and system maintenance).
Strong working knowledge of desktop operating systems, common enterprise applications, and telecommunications support concepts.
Experience developing documentation, knowledge base content, and service processes.
Proven ability to supervise, mentor, and develop staff and student employees.
Strong organizational, analytical, and time-management skills with the ability to prioritize competing demands.
Proven ability to contribute positively to a collaborative, team-oriented work environment that supports institutional priorities and service excellence.
Excellent verbal and written communication skills, with the ability to engage effectively with users of varying technical skill levels.
Ability to support, contribute to, and strengthen a diverse, inclusive, and collaborative campus community.

Compensation:

The annual salary range for this position is $72,000-$74,000. Except for roles with a set rate of pay, the wage/salary of the finalist selected for this role will be set based on a variety of factors, including but not limited to departmental budgets, qualifications, experience, education, licenses, specialty, and training. The stated hiring rate/range represents the College’s good faith and reasonable estimate of the rate/range of possible compensation at the time of posting.

Location: Schenectady, NY

We know some job seekers may not apply for career opportunities unless they meet every qualification in the position description including the preferred qualifications. We are most interested in hiring the best staff and faculty colleagues, and recognize that a successful candidate may come from a less traditional career path. We encourage you to apply, even if you don’t believe you meet every one of our preferred qualifications.

We offer exceptional benefits including:

Generous Vacation, Sick, and Personal Time
Winter Recess Break in Addition to Paid Holidays (in accordance with policy)
Healthcare: Medical (PPO & HDHP), Dental, and Vision Insurance (Flexible Spending and Dependent Care Accounts)
Free On-Campus Fitness Facility Access and Discounts for On-Campus Wellness Programs
Pre and Post Tax participation in a 403(b) Retirement Plan
Salary Continuation Program in the event of Disability
Tuition Exchange

Background Checks: In accordance with our background check policy, finalists for hire will undergo a background check that includes education, employment, and criminal convictions.

E-Verify Participation: Union College participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the United States.

Apply Now

Refine Your Search

it service manager jobs in albany, ny

Service Desk Manager

Assistant Manager, Desktop and Mobile Computing - Information Technology Services

Service Delivery Manager

Technology Support Analyst II

Manager Information Technology Services 2 (Information Security), SG-29

Associate Director of IT Operations (GMP IT/OT)

Manager of Business Analysis - Information Technology Services

Intelligent Infrastructure Services Advisory Lead

Connected Services Mid-Market Delivery Lead (Manhattan Associates)

Managed Services - Integration / Middleware Analyst (UKG or Infor) - Manager

Salesforce Life Science Patient Service Delivery Lead

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