Service Desk Manager

management, ITIL, ServiceNow, customer service, service desk
Full Time
Depends on Experience
Work from home not available Travel not required

Job Description

The University of Southern California’s (USC’s) Information Technology Services is seeking a talented Service Desk Manager with an exceptional commitment to service excellence to join its team. As the Service Desk Manager, you will be an integral member of the Customer Experience team, collaborating with diverse and talented team members to help solve multidimensional information technology problems, improve customer experience, and generate value for our campus stakeholders across a broad base of departments and constituencies.


ITS has embarked on a major digital transformation initiative to continually improve services for faculty, staff, and students in support of USC’s ascent as a leading institution of higher education. The ITS vision aligns strategy, business, and services; affirms ITS cultural values; empowers cross-functional teamwork; embraces world-class best practices; and promotes innovation, excellence, agility, and efficiency. To achieve this vision, ITS is committed to providing a modern technology infrastructure that is resilient and delivers the performance necessary to meet the demands of a growing customer base, training in the latest technologies for its highly productive and motivated workforce, outstanding customer experience, and technology services that are aligned with the university’s mission to provide exceptional learning opportunities for students. ITS is creating a workplace where employees can develop cutting-edge skills, take pride in the services they provide, and have access to the roles and career paths that align to their abilities and potential.

We are looking for top talent to join us on our journey.


USC’s ITS organization represents a diverse and talented team, committed to supporting a collaborative culture and delivering secure and innovative IT services, core to the mission of USC. ITS values accountability, excellence, and commitment to exceptional customer experience. ITS strives for a supportive and inclusive culture that encourages employees to do their best work every day and where individuals are recognized and celebrated for their contributions.


USC is the leading private research university in Los Angeles—a global center for arts, technology, and international business. With more than 47,500 students, we are located primarily in Los Angeles but also in various US and global satellite locations. As the largest private employer in Los Angeles, responsible for $8 billion annually in economic activity in the region, we offer the opportunity to work in a dynamic and diverse environment, in careers that span a broad spectrum of talents and skills across a variety of academic and professional schools and administrative units. As a USC employee and member of the Trojan Family—the faculty, staff, students, and alumni who make USC a great place to work—you will enjoy excellent benefits, including a variety of well-being programs designed to help individuals achieve work-life balance.

Come join the ITS team and work as a trusted partner in shaping an environment of innovation and excellence for the university.


The candidate for the position of Service Desk Manager must meet the following qualifications:

  • Bachelor’s degree or equivalent combination of education, training, and experience.

  • Extensive customer-service experience, preferably in an IT or technology-related environment or in higher education.

  • Six years of experience in one of the following fields: information technology, business administration, customer service, or higher education.

  • Proven ability to deliver and support frontline customer service in a fast-paced operational environment.

  • Extensive experience supporting Level-1 IT services in a highly decentralized organization; experience in implementing ITIL-based methods using ServiceNow software.

  • Experience providing regular and frequent performance coaching/mentoring and encouraging effective behavior for individual and team success.

  • Proven ability to foster an environment of trust, collaboration, transparency, and accountability and to build an inclusive environment that values, encourages, and supports differences.

  • Extensive experience delivering IT customer service based on service levels and service quality measures, delivering technology services in the field through coordination with central teams, and driving continuous service improvement.


The ideal candidate for the position of Service Desk Manager has the following qualifications:

  • Bachelor’s degree in a relevant field, such as business management, computer science, etc.

  • More than eight years of experience in one of the following fields: information technology, business administration, or higher education. Three or more years in a management or leadership role.

  • Is a persuasive and effective communicator with the ability to interact with a wide variety of stakeholders and with experience presenting the business side of technical topics to non-technical audiences.


The Service Desk Manager leads a high-performing frontline customer support team in providing customer service excellence to a diverse range of university stakeholders. The Service Desk Manager is responsible for driving service quality and continuous service improvement for Level 1 processes and plays a key role in building a best-in-class organization by ensuring that the frontline team is responsive to the needs of a broad range of customers. The Service Desk Manager ensures that critical issues are tracked, managed, and escalated appropriately and facilitates effective issue resolution in a timely manner. As a member of ITS, the Service Desk Manager is expected to model and cultivate ITS’s cultural values and behaviors within his or her team.


The Service Desk Manager:

  • Ensures delivery of the highest quality of service to a broad range of customers by overseeing frontline customer support.

  • Monitors the service performance of frontline staff, tracks and reports service delivery metrics, and leads a metrics-driven, high-performing team by providing technical coaching, training, and frequent performance communication to encourage effective work behaviors.

  • Oversees the investigation, troubleshooting, resolution, and appropriate escalation of a range of technology-related incidents by ensuring that all incidents and requests are tracked in ServiceNow.

  • Minimizes repeat problems by supporting the usage, maintenance, and growth of the ITS knowledge base.

  • Oversees the development of training to support the onboarding and continued development of full-time and student staff.

  • Fosters an inclusive environment that values differences and creates a sense of belonging and appreciation for team members; creates a culture of trust and transparency.

  • Establishes and maintains trusted relationships with customers, partners, and ITS departments to build an information technology strategy that responds to the business vision, goals, and strategy of the university.

  • Performs other related duties as assigned or requested. The university reserves the right to add or change duties at any time.

Posted By

Farah Jaffrey

3434 S. Grand Ave., Suite 127 Los Angeles, CA, 90007

Dice Id : RTX1bf497
Position Id : 5928370
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