Service Desk Manager bei The University of South Florida Board of Trustees
The University of South Florida Board of Trustees · Tampa, Vereinigte Staaten Von Amerika · Onsite
- Professional
- Optionales Büro in Tampa
PRIMARY PURPOSE:
The Manager, Service Desk is responsible for overseeing and coordinating the unit's day-to-day client support activities, ensuring timely and accurate resolution of user problems and concerns with respect to clients' technology needs. This includes support via phone, email, chat, and Library extended walkup desk, with Service Desk operations maintained 7 days a week except for designated holidays. The Manager ensures adherence to established Service Level Agreements (SLAs) for response times and resolution targets while monitoring key performance metrics including customer satisfaction scores, first-call resolution rates, average handle time, and ticket volume trends. Additional responsibilities encompass staff scheduling and resource allocation, continuous improvement of service delivery processes, escalation procedures oversight, knowledge base maintenance, and preparation of regular performance reports and analytics to support strategic decision-making and service optimization initiatives.
ORGANIZATIONAL SUMMARY:
Located in the vibrant and diverse Tampa Bay region of Florida’s gulf coast, the University of South Florida (USF) is a Preeminent State Research University with campuses in Tampa, St. Petersburg and Sarasota-Manatee. Rated as one of the top places to live in the U.S., Tampa Bay offers a high quality of life, year-round sunshine, and easy access to top-rated entertainment. USF is one of the nation’s largest public universities, serving more than 50,000 students with an annual budget of $1.8 billon. Over the past five years, USF has been the fastest-rising university in the nation, public or private, on the U.S. News and World Report's list of best universities, which it ranks as the 44th best public university in America. USF is proud to be an innovating partner within the Tampa Bay region, listed by Forbes as the top emerging tech city in the country.
USF Information Technology (USF IT) provides technology services and support for the University of South Florida. The IT team, led by the Vice President and CIO, provides the following services: Administrative Services, Client Support, Communication Services, Teaching and Learning, Analytics and Reporting, Mobile and Web Services, Consulting Services, Cybersecurity Service and Research Technologies. For more information, please visit: Information Technology | University of South Florida (usf.edu)
ADDITIONAL INFO FOR APPLICANTS:
The selected candidate must have current work authorization in the United States. This position is not eligible for Visa Sponsorship.
USF offers GREAT BENEFITS to full time employees!!
· Medical Insurance
· Dental Insurance
· Vision Insurance
· Paid Vacation Days
· Paid Sick Days · 11 Paid Holidays · Various Retirement Options, including 401K employer match · Tuition Assistance (available for yourself, spouse, partner or dependent)
For more information about your total compensation package and other USF benefits, please visit: Work at USF
Responsibilities
PRIMARY JOB DUTIES:
1. Lead and manage the Service Desk ITSM support team, providing mentorship, setting performance expectations, and conducting regular evaluations to ensure team growth and development in coordination with ITSM Resource Manager. Provide guidance to team for their daily activities. Schedule staff to support 7 day operation and adhere to occurrence attendance policy.
2. Provide direct resolution for technical escalations, performing in-depth system diagnostics and developing comprehensive technical solutions. Handle critical issues requiring advanced troubleshooting skills and technical expertise across multiple technology platforms.
3. Optimize ITSM workflows, develop and update support procedures, implement SLA tracking mechanisms, and conduct systematic root cause analysis. Coordinate onboarding training requirements with Documentation and Training team.
4. Generate performance reports, communicate effectively with leadership, document technical interventions comprehensively, and maintain an updated knowledge base. Ensure transparent and clear communication across technical and non-technical stakeholders.
Qualifications
MINIMUM QUALIFICATIONS
- Bachelor's degree in Computer Science, MIS or other field involving software and analytical training, and four years of IT related work experience, OR a Bachelor's degree with no specific required field and five years of IT related work experience, OR a Master's degree and three years of IT related work experience, OR a combination of eight years of IT related work experience and validated training. Preparation for a relevant IT certification is considered to be related training.
KNOWLEDGE, SKILLS & ABILITIES
Technical Skills
- ITIL framework knowledge and implementation
- Service desk software platforms (ServiceNow, Remedy, Jira Service Management, etc.)
- Incident, problem, and change management processes
- Knowledge management systems
- Workforce management and scheduling systems
- Service desk metrics and KPI dashboards
Soft Skills
- Communication - Clear verbal and written communication with staff, clients, and stakeholders
- Leadership - Motivating and guiding team members through challenging situations
- Problem-solving - Analytical thinking to resolve complex issues and improve processes
- Customer service orientation - Maintaining focus on client satisfaction and experience
- Stress management - Remaining calm under pressure and managing high-volume environments
- Adaptability - Adjusting to changing technologies, processes, and organizational needs
Industry Knowledge
- Essential higher education academic operations
- FERPA (Family Educational Rights and Privacy Act)
- HIPAA compliance for health services and medical programs
Degree Equivalency Clause: Four years of direct experience for a bachelor’s degree.
• Senate Bill 1310- The Florida Senate (https://www.flsenate.gov/Session/Bill/2023/1310) is conditional upon meeting all employment eligibility requirements in the U.S.
• SB 1310: Substitution of Work Experience for Postsecondary Education Requirements
• A public employer may include a postsecondary degree as a baseline requirement only as an alternative to the number of years of direct experience required, not to exceed:
• (a) Two years of direct experience for an associate degree;
• (b) Four years of direct experience for a bachelor’s degree;
• (c) Six years of direct experience for a master’s degree;
• (d) Seven years of direct experience for a professional degree; or
• (e) Nine years of direct experience for a doctoral degree
• Related work experience may not substitute for any required licensure, certification, or registration required for the position of employment as established by the public employer and indicated in the advertised description of the position of employment.
• Minimum Qualifications that require a high school diploma are exempt from SB 1310.
Company
Working at USF
With approximately 16,000 employees, the University of South Florida is one of the largest employers in the Tampa Bay area. We are dedicated to cultivating a talented, engaged and driven workforce that strives to be bold. Employees excel in USF‘s rich academic environment, which fosters their development and advancement. In 2025, Forbes recognized USF as one of Florida’s best large employers, ranked No. 1 among the state’s 12 public universities. Our first-class benefits package includes medical, dental and life insurance plans, retirement plan options, employee and dependent tuition programs, generous leave, and hundreds of employee perks and discounts.
About USF
The University of South Florida is a top-ranked research university serving approximately 50,000 students from across the globe at campuses in Tampa, St. Petersburg, Sarasota-Manatee and USF Health. USF is recognized by U.S. News & World Report as a top 50 public university and the best value in Florida. U.S. News also ranks the USF Health Morsani College of Medicine as the No. 1 medical school in Florida and in the highest tier nationwide. USF is a member of the Association of American Universities (AAU), a group that includes only the top 3% of universities in the U.S. With an all-time high of $738 million in research funding in 2024 and as a top 20 public university for producing U.S. patents, USF uses innovation to transform lives and shape a better future. The university generates an annual economic impact of more than $6 billion. USF’s Division I athletics teams compete in the American Athletic Conference. Learn more at www.usf.edu.
Compliance and Federal Notices
This position may be subject to a Level 1 or Level 2 criminal background check.
Applicants have rights under Federal Employment Laws:
Family and Medical Leave Act (FMLA)
Applicants for USF employment are entitled to request reasonable accommodation(s) in the application process. A request is to be made at least five (5) working days prior to the time the accommodation(s) is needed. Visit the Central Human Resources ADA Accommodations webpage for more information on requesting an accommodation during the application/interview process.
