SLAC IT Service Desk Manager

SLAC Job Postings

Position Overview:

The SLAC IT Service Desk Supervisor provides operational and technical leadership for front-line IT services in alignment with ITIL-based Service Management practices. This role is accountable for service quality, incident and request fulfillment performance, staff capability, and continual service improvement. The Supervisor serves as the senior escalation point for complex incidents and problems, ensuring stable operations, effective problem resolution, and a high-quality customer experience across supported IT services.

Incident, Problem & Escalation Management: Serve as primary escalation point for Major Incidents; lead incident response, communications, and post-incident reviews; perform and oversee root cause analysis as part of Problem Management; ensure quality documentation within the service management platform. Reviews of tickets not meeting SLAs due to other departments response times and emerging trends in tickets and customer feedback should also be addressed during IT manager meetings.

Service Operations & People Leadership: Lead and supervise Service Desk staff responsible for Incident Management and Request Fulfillment; direct daily operations balancing demand, capacity, and service priorities; establish performance expectations aligned with service quality and customer satisfaction; promote a culture of accountability and continual improvement.

Advanced Technical Troubleshooting & Oversight: Provide hands-on technical leadership for complex endpoint, OS, authentication, hardware, software, and enterprise service issues; guide diagnostic methodologies; partner with Tier 3 teams; validate resolutions against SLAs.

Service Management & Continual Improvement: Monitor service metrics and trends; lead Continual Service Improvement initiatives; optimize workflows, automation, and knowledge management; support SLAs and OLAs. Quarterly reviews of ticket closed notes, inventory usage, and IT onboarding content should be conducted and reported to Senior leadership. Meaningful dashboards that illustrate the work the service desk is accomplishing

Change Enablement, Policy & Governance: Support Change Enablement by assessing operational impact and validating post-change stability; lead the service desk in serving as testers for new applications, processes, or hardware; ensure compliance with Stanford, SLAC, and DOE policies; contribute to service design and technology evaluation.

Your specific responsibilities include, but are not limited to:

• Lead and supervise Service Desk staff responsible for Incident Management and Request Fulfillment; direct daily operations balancing demand, capacity, and service priorities; establish performance expectations aligned with service quality and customer satisfaction; promote a culture of accountability and continual improvement.
• Conduct day-to-day first line management of technical unit(s). Provide technical and managerial guidance to direct reports and provide technical knowledge and expertise.
• Lead and manage the daily operations of a technical unit, which may include recruiting, hiring, training, developing, evaluating and setting priorities; coordinate business, technical, and educational activities for direct reports. Evaluating services and proposing efficiencies to leadership.
• Identify, clarify and resolve technical issues within own area; often serve as the initial managerial escalation point for problems from clients and other staff.
• Communicate operational objectives and assignments and delegate to staff. Monitor and report on team performance metrics
• Contribute to the development of plans to resolve business issues. Provide strategic planning for own work group; may assist higher level management in broader scope strategic planning.
• Communicate and implement policies, procedures, best practices, recommendations and guidelines in compliance with established university policy and federal and state regulations.
• Documentation: Oversee the Creation and updating of Knowledge Base articles and procedural documentation.
• May develop and/or manage budgets for projects or work groups.
• May establish service level agreements with clients.
• Monitor technology trends and evaluate implementation plan for SLAC
• Continue to evaluate need for services like IT Onboarding and periodically review effectiveness.

To be successful in this position you will bring:

• Bachelor's degree and three years of relevant work experience, or a combination of education and relevant experience.
• Understanding of relevant technical knowledge and problem resolution.
• Strong customer relationship skills, consensus building skills.
• Ability to establish effective working relationships in a diverse environment.
• Ability to motivate and mentor staff.
• Demonstrated project management skills.
• Ability to multi-task.

SLAC manager competencies:

• Results through Others: Achieves expected results by effectively delegating and managing the work of others.
• Aligns Priorities: Ensures planning and prioritization of resources and work efforts; ensures alignment of direct and matrix reports to support organizational goals and business plans.
• Applies Lab Acumen: Maintains understanding of lab efforts and direction as well as current research and trends, considers technology and customer impacts, and contributes relevant, informed ideas to lab growth.
• Navigates Complexity: Manages a multitude of information and complex circumstances to discern what is most important; demonstrates effective problem-solving, decision-making, and takes appropriate action, even in difficult situations or with conflicting data.
• Builds Trust: Earns trust and credibility from team members, peers, and stakeholders; demonstrates SLAC values of respect and integrity.
• Relationships: Builds relationships to foster trust, collaboration, and a positive climate to achieve team, department/directorate, and lab goals.
• Communication: Ensures effective information flow to various audiences; delivers clear and appropriate written and verbal communications; makes clear and impactful presentations to a variety of internal and external audiences.
• Self-Awareness: Seeks feedback from others and takes ownership of, and actions to address what is learned; recognizes impact on others and adjusts as needed; pursues continuous learning opportunities; implements a meaningful development plan.
• Team Effectiveness: Effectively motivates team members and fosters a diverse and collaborative team environment; leverages team members strengths for overall team effectiveness; incorporates insights to improve team operations.
• Purpose & Vision: Articulates a clear vision of expected outcomes; inspires others to execute work plans and feel a sense of purpose and ownership for the mission.

Physical Requirements and Working Conditions:

• Consistent with its obligations under the law, the University will provide reasonable accommodation to any employee with a disability who requires accommodation to perform the essential functions of the job.
• Given the nature of this position, SLAC may require onsite work full-time.
• Must be able to lift hardware and other IT equipment as needed.

Work Standards:

• Interpersonal Skills: Demonstrates the ability to work well with colleagues and clients and with external organizations. Ability to empathize with user frustration and provide patient, high-quality support.
• Promote Culture of Safety: Demonstrates commitment to personal responsibility and value for environment, safety and security; communicates related concerns; uses and promotes safe behaviors based on training and lessons learned. Meets the applicable roles and responsibilities as described in the ESH Manual, Chapter 1 General Policy and Responsibilities:
• Subject to and expected to comply with all applicable University policies and procedures, including but not limited to the personnel policies and other policies found in the University's Administrative Guide,
• As a national laboratory, SLAC National Accelerator Laboratory is responsible for adhering to the Homeland Security Presidential Directive 12 (HSPD-12) and Department of Energy (DOE) Order 473.1A, which require employees to obtain and maintain a HSPD-12 Personal Identity Verification (PIV) Credential. To obtain this credential, employees must successfully complete the applicable tier of federal background investigation post hire and receive a favorable federal adjudication. The tier of federal background investigation will be determined by job duties and national security or public trust responsibilities associated with the job. All tiers of investigation include a declaration of illegal drug activities, including use, supply, possession, or manufacture within the last 1 to 7 years (depending on the applicable tier of investigation). Illegal drug activities include marijuana and cannabis derivatives, which are still considered illegal under federal law, regardless of state laws.

• Classification Title: IT Technical Manager 1
• Job code: 4805 Grade: K
• Duration: regular continuing

The expected pay range for this position is $139,448 - $167,830 per annum.

SLAC National Accelerator Laboratory/Stanford University provides pay ranges representing its good faith estimate of the salary or hourly wage the university reasonably expects to pay for a position upon hire. The pay offered to a selected candidate will be determined based on factors such as (but not limited to) the scope and responsibilities of the position, the qualifications of the selected candidate, departmental budget availability, internal equity, geographic location, and external market pay for comparable jobs.

At SLAC/Stanford, base pay represents only one aspect of the comprehensive rewards package.