Assistant Service Desk Manager
DESCRIPTION OF JOB:
The Assistant Service Desk Manager, in the Information Technology Services Office (ITSO), provides leadership and coordination for technical support in pursuit of the improvement of technology services offered to the Edgewood University community. This individual supports customer-level hardware and applied software technologies in use by the faculty, staff, and students at Edgewood University. Reporting to the Service Desk Manager, the Assistant Service Desk Manager assists with the operation, personnel, and processes at the Technology Assistance Center using best practice methods, as defined by University policies and industry standards.
Responsibilities:
Service Desk Operations
- Management/Leadership
- Managing and coordinating technology support services for all locations operated by the College.
- Reviewing physical inventory and reporting for life cycle management and technology upgrades.
- Collaborating with outside vendors to assess, implement, and support customer-level technologies.
- Providing and creating accurate metrics to determine trends and overall customer experience.
- Review and assign Office Moves and Events requiring Technology support/services
- Mentoring Technology Assistance Center staff with emphasis on student employees. Assist with onboarding and training plans for all staff and student positions.
- Technical Operations
- Assisting in live site-support and incident/request resolution that may include on-call rotation.
- Conducting technology research for the investigation, coordination, evaluation, and effective recommendation for new technology applications and services.
- Ensuring compliance of proper procedures that protect and secure key information technologies and maintaining familiarity with appropriate recovery plans.
Technology Assistance Center Student Supervisor
- Supervising day-to-day activities of student workers in accordance with established personnel and human resource policies.
- Managing student scheduling, availability, timecard approval and time off requests.
- Hiring, training, and evaluating performance through annual evaluations of student employees.
Resource Management
- Maintaining healthy customer relations using strong communication throughout several internal team and external vendor relationships.
- Participating on the Change Advisory Board for approving technology changes to campus.
- Contributing to the Edgewood University community by serving on committees, attending professional meetings and seminars, and providing consultative services within the College, as requested by the Service Desk Manager.
- Managing an electronic knowledgebase to ensure accuracy and relevance of articles.
JOB QUALIFICATIONS
Necessary Education or Work Experience:
- Associate’s degree and minimum of 5 years of related experience in a service desk or desktop support role such as software support, release management, deployment support, site operations, technical operations or similar.
- Experience in a customer-focused technology or academic support environment with an understanding of required informational process flows.
- Experience in technology project management and implementation, preferably including multi-department or enterprise-wide projects.
- Experience establishing and maintaining relationships with individuals at all levels of an organization, in a business community, and with vendors.
- Experience using time management skills, such as prioritizing, organizing and tracking details and meeting deadlines of multiple projects with varying completion dates.
- Experience analyzing and reporting data in order to identify issues, trends, or exceptions to drive improvement of results and find solutions.
- Experience identifying operational issues, recommending strategies, and implementing solutions to resolve problems.
- Experience with ITIL, COBIT, or other IT governance frameworks.
Other Qualifications:
Edgewood University, a Catholic college sponsored by the Dominican Sisters of Sinsinawa, is an Equal Opportunity Employer, committed to academic excellence through diversity in its faculty, staff, and students. Candidates must demonstrate multicultural competence – the awareness, knowledge, and skills needed to work with others who are culturally different from self in meaningful, relevant, and productive ways. Applicants from traditionally underrepresented populations including women and racial and ethnic minorities are especially encouraged to apply. The selected candidate must actively support the mission of the College by working with faculty, staff and students to share in our core values – truth, compassion, justice, partnership, and community.
Must be authorized to work lawfully in the United States without Employer Sponsorship.
First consideration will be given to application materials received by September 1, 2025.
How to Apply
Send one PDF document which includes cover letter, resume, and references with a subject line that includes the position code ASVM:
Edgewood University
Human Resources – ASVM
1000 Edgewood College Drive
Madison, WI 53711
E-mail: humanresources@edgewood.edu
Equal Opportunity Employer