Job Specifications
Tampa, FL, United States
Trending
Job Identification 41750
Job Category Technology
Posting Date 10/03/2025, 02:45 PM
Apply Before 10/17/2025, 02:45 PM
Degree Level Bachelor's Degree
Locations 4202 East Fowler Avenue, Tampa, FL, 33620, US
Hiring Salary $60,527.00
Essential Personnel Yes
Job Description
SALARY: $60,527
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:
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.
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.
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.
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.
Qualifications
MINIMUM QUALIFICATIONS
Bachelor's degree in Computer Science, MIS or other field involving software and analytical training, and four years of IT related work experience, OR a Bachelor's degree with no specific required field and five years of IT related work experience, OR a Master's degree and three years of IT related work experience, OR a combination of eight years of IT related work experience and validated training. Preparation for a relevant IT certification is considered to be related training.
Knowledge, Skil
About the Company
The University of South Florida Libraries accelerate learning and knowledge production through distinctive collections, information service innovation, and thought leadership. We are one library serving three diverse campus communities in Tampa, St. Petersburg, and Sarasota-Manatee. As the heart of an AAU member University, the USF Libraries contribute to student success, faculty excellence, and lifelong learning for our communities. The USF Libraries provide access to over 3.6 million print & eBooks, 97,690 eJournal subscri...
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