Mission Objectives ? The Service Desk Manager is responsible for the daily oversight and operational execution of the Library?s IT Contact Center/Service Desk, delivering Tier 1 & 2 technical support for Library staff and patrons. The role ensures high customer satisfaction, adherence to SLAs, and provision of prompt and high-quality support across multiple communication channels.

[Position Responsibility Summary]

• Supervise Service Desk personnel providing multi-channel (phone, email, chat, in-person) technical and customer support
• Assign, prioritize, and monitor incident tickets in compliance with OCIO service standards (using ServiceNow or equivalent)
• Develop and implement continual improvement and staff training initiatives
• Maintain and enhance Service Desk knowledge base(s) and standard operating procedures
• Monitor adherence to SLAs and KPIs; generate/submit required reports
• Foster a professional, customer-oriented support culture and ensure prompt resolution/escalation of user issues
• Coordinate with higher-tier IT teams for escalations and problem management
• Oversee onboarding, shift schedules, backup coverage, and business continuity for the Service Desk
• Support incident response procedures and post-incident reviews as required
• Assist with contract transition activities and process documentation

Please refer the Job description for details