Service Desk Supervisor Category:

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Computing Services Locations:

Old Westbury, NY Posted:

Aug 17, 2026

Closes:

Open Until Filled Type:

Exempt Salary Type:

Annually Salary Range:

$50,000.00

• $63,000.

00

Position ID:

203790

Share About SUNY Old Westbury:

The State University of New York at Old Westbury is a dynamic and diverse public liberal arts college that fosters academic excellence through close interaction among students, faculty and staff. Old Westbury weaves the values of integrity, community engagement, and global citizenship into the fabric of its academic programs and campus life. In an environment that cultivates critical thinking, empathy, creativity and intercultural understanding, we endeavor to stimulate a passion for learning and a commitment to building a more just and sustainable world. The University is a community of students, teachers, staff, and alumni bound together in mutual support, respect, and dedication to the Mission. SUNY Old Westbury serves large populations of underrepresented, first-generation, and non-traditional students. Candidates with experience working with a similar student body, and a demonstrated commitment to supporting these populations, are strongly encouraged to apply. Since its foundation in 1965, SUNY Old Westbury has been committed to social justice, diversity, and the empowerment of traditionally underserved populations. The University serves a large proportion of non-traditional students and has earned the prestigious Higher Education Excellence in Diversity Award from Insight into Diversity magazine for eight consecutive years. Located on a 604-acre campus on Long Island, Nassau County, about 40 miles from New York City, SUNY Old Westbury comprises four Schools (Education, Business, Arts and Sciences and Professional Studies) with total enrollment of 4400 students. For more details about the SUNY Old Westbury, please refer to our website at www.oldwestbury.edu .

Job Description:

As a key member of the Information Technology Services (ITS) department, the Service Desk Manager is responsible for the daily leadership, administration, and operational management of the Service Desk and Level 1 support functions. This position ensures the delivery of responsive, professional, and customer-focused technical support services to faculty, staff, students, and guests across the College community. The Service Desk Manager is responsible for establishing and maintaining high standards of customer service, ticket management, incident response, and end-user support operations. The incumbent will supervise Service Desk personnel, coordinate support activities, monitor service performance metrics, and ensure adherence to ITS policies, procedures, and service level expectations. This role works closely with all ITS functional teams, campus departments, and external vendors to ensure efficient escalation, communication, and resolution of technical issues. The Service Desk Manager will also identify opportunities to improve operational efficiency, customer satisfaction, documentation, and support processes while remaining informed on current industry standards, service delivery practices, and emerging technologies relevant to higher education IT support environments.

Supervisory Relationships Supervised by:

Client Services Manager Supervises:

Service Desk Technicians, Student Workers, and Interns Personnel Management Interview, hire, onboard, train, supervise, evaluate, and mentor Service Desk staff, student workers, and interns. Develop staff schedules to ensure appropriate Service Desk coverage during operating hours, special events, and peak support periods. Assist in establishing performance expectations and accountability standards for ticket handling, customer service, communication, and technical support delivery. Conduct regular staff meetings, coaching sessions, and performance evaluations. Ensure staff maintain professional conduct and deliver courteous, customer-focused support at all times. Coordinate cross-training and professional development opportunities for Service Desk personnel. Assist in the development and maintenance of technical procedures, knowledge base articles, and user documentation. Service Desk Operations Manage day-to-day Service Desk operations, including incident management, service requests, account support, device support, and escalation coordination. Assist in overseeing the ITS ticketing system to ensure accurate documentation, prioritization, assignment, escalation, tracking, and timely resolution of incidents and service requests. Monitor Service Desk performance metrics, including response times, resolution times, ticket quality, customer satisfaction, and service level compliance. Ensure proper triage and escalation of issues to appropriate ITS teams. Supervise Level 1 support for desktop and laptop computers, printers, mobile devices, classroom technology, computer labs, and standard campus software applications. Assist with coordinating deployment, replacement, and setup of university-owned computers, peripherals, and related equipment in accordance with established replacement schedules and ITS standards. Assist with user account management functions including password resets, multi-factor authentication support, and access-related requests in accordance with security policies. Oversee management and maintenance of the ITS knowledge base and self-service support resources. Participate in major incident response activities and assist with communication to end users regarding outages, maintenance windows, and service disruptions. Collaborate with other ITS teams to ensure seamless service delivery and issue resolution. Support onboarding and offboarding activities for faculty, staff, and student employees as assigned. Asset and Technology Management Assist with inventory tracking and lifecycle management of endpoint devices, peripherals, and related technology assets. Coordinate hardware and software procurement requests in accordance with university purchasing procedures and approved technology standards. Assist with maintaining accurate asset records, software licensing information, and equipment deployment documentation. Assist with equipment repairs, warranty coordination, and vendor support cases. Customer Service and Continuous Improvement Promote a culture of excellent customer service, professionalism, accountability, and continuous improvement within the Service Desk. Identify recurring technical issues, service gaps, and process inefficiencies and recommend corrective actions or long-term solutions. Develop and implement Service Desk procedures, standards, workflows, and best practices aligned with ITS operational goals. Work collaboratively with campus departments to understand support needs and improve the overall end-user technology experience. Assist with the development of service reports, operational statistics, and performance summaries for ITS leadership. Facility and Lab Support Provide basic operational support for computer labs, training spaces, and technology-enabled classrooms as assigned. Ensure Service Desk staff properly document and escalate classroom and lab technology incidents impacting instruction or campus operations. Assist with maintaining the operational readiness of publicly accessible computing spaces and shared technology resources.

Required Competencies:

Accountability/Dependability

• Accepts responsibility for quality of own work; acknowledges and corrects mistakes. Shows up on time, meets standards, deadlines and work schedules. Judgement
• Makes timely, informed decisions. Analyzes options and determines appropriate course of action. Teamwork
• Promotes cooperation and mutual support to achieve goals. Encourages participation and mutual support. Adaptability/Flexibility
• Responds positively to changing business needs and responsibilities.

Adapts approach and methods to achieve results; recovers quickly from setbacks and finds alternatives.

Requirements:

Minimum Qualifications:

An Associate's degree (foreign equivalent or higher) from an accredited institution in Computer Science, Information Technology, or a related field with a minimum of five (5) years of full-time directly related experience in a comparable environment; or a Bachelor's degree with a minimum of three (3) years of full-time directly related experience; or a Master's degree with a minimum of one (1) year of full-time directly related experience. Excellent understanding of Service Desk environments, operations, processes, and customer support best practices. Strong verbal, written, interpersonal, and customer service skills. Demonstrated knowledge of Microsoft Windows operating systems, Microsoft Office, Microsoft 365, PC hardware configuration and deployment, smartphones/mobile devices, and technical troubleshooting methodologies.

Preferred Qualifications:

Bachelor's or Master's degree from an accredited institution in Computer Science, Information Technologies or related field. Three (3)

• Five (5) or more years of full-time related experience in service desk operations, asset management and licensing.

Experience supporting revenue-generating business functions within a complex matrixed environment. Confident and articulate in presenting to customers, leadership, and other technical groups.

Additional Information:

Salary Range:

$50,000.00

• $63,000.

00

Line Number:

05683 Comprehensive benefits:

Benefits At-A-Glance Position Type:

Professional Official Budget Title:

Staff Assistant Campus Title:

Service Desk Supervisor Department:

Information Technology Services FTE:

Full-time Negotiating Unit:

UUP Salary Grade:

SL-2 FLSA

Status:

Exempt The successful candidate must be authorized to work in the United States. The State University of New York at Old Westbury is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, age, color, religion, sex, sexual orientation, national origin, disability status, protected veteran status, or any other characteristic protected by law. If you require an accommodation for a disability in order to participate in the selection process, please contact the Office of Human Resources/Affirmative Action located in the Campus Center, Room I-211 or by calling (516) 876-3179. The Annual Security and Fire Report is filed as required by federal law. The purpose of this report is to provide faculty, staff and students with campus safety information, including crime statistics and safety policies and procedures. The report contains information regarding security and personal safety, including topics such as crime prevention, fire safety, crime reporting policies, disciplinary procedures and other matters of importance related to security and safety on campus. The report also contains information about crime statistics for the previous three calendar years. You can obtain a copy of this report by contacting the University Police Department (516) 876-3333 or by downloading a copy . Pursuant to Executive Order 161, no State entity, as defined by the Executive Order, is permitted to ask, or mandate, in any form, that an applicant for employment provide his or her current compensation, or any prior compensation history, until such time as the applicant is extended a conditional offer of employment with compensation. If such information has been requested from you before such time, please contact the Governor's Office of Employee Relations at (518) 474-6988 or via email at info@goer.ny.gov .

Application Instructions:

To be considered for this position please submit the following information: cover letter, resume/CV, contact information (name, email address and telephone number) for three (3) references, and a fully completed Old Westbury employment application (available during the online application process). Only applications submitted online will be considered. Internal and external search to occur simultaneously.

CLOSING DATE FOR RECEIPT OF APPLICATIONS

Open Until Filled VISA sponsorship is not available for this position. We encourage protected veterans, individuals with disabilities, women and minorities to apply. Employment in this position will be contingent on the College's verification of credentials and any other information required by federal or state law, and SUNY Old Westbury polices, including the completion of pre-employment screening. Frequently Asked Questions (FAQs) Powered by