Service Desk Manager

• Job Identification 41750
• Job Category Technology
• Posting Date 10/03/2025, 10:45 AM
• Apply Before
  10/17/2025, 10:45 AM
• Degree Level Bachelor’s Degree
• Locations 4202 East Fowler Avenue, Tampa, FL, 33620, US
• Hiring Salary $60,527.00
• Essential Personnel Yes

Job Description

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.

About Us

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:

The University of South
Florida is an equal opportunity employer that does not discriminate against any employee or applicant for employment based on any
characteristic protected by law. The University maintains programs for protected veterans and individuals with disabilities in accordance
with all applicable federal and state 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.

Equal Employment Opportunity

The University of South Florida is an equal
opportunity employer that does not discriminate against any employee or applicant for employment based on any characteristic protected by
law. The University maintains affirmative action programs for protected veterans and individuals with disabilities in accordance with all
applicable federal and state laws. This job description does not constitute an employment contract.