Service Desk Manager

About Us Dalton State College delivers a transformational education experience in a community serving more than 5,000 students through its two campuses and online programs. A member of the University System of Georgia, we provide access to high-quality bachelor's degrees, associate degrees, and career and teaching certificate programs that are responsive to regional and state needs. Located about 90 minutes from Atlanta and 30 minutes from Chattanooga, Dalton State is nestled in the foothills of the Appalachian Mountains in northwest Georgia and is surrounded by abundant outdoor recreation opportunities. We attract students from 35 countries and 26 states. Approximately half of our students are first-generation college students. Dalton State is Georgia's first federally-designated Hispanic-Serving Institution (HSI); through this designation, we administer a Title V and a Title III HSI STEM Grant program that benefit all students. Our mission and values undergird our commitment to creating a sense of belonging for all students and to ensuring their success. Dalton State was ranked #1 in the nation for Student Experience in The Wall Street Journal/College Pulse 2024 Best Colleges in the U.S. rankings and the #2 most recommended institution in the country in 2025. In addition, we are proud to have been recognized in 2024 as one of 75 "Great Colleges to Work For" by ModernThink, along with an Honor Roll distinction. Job Summary This position oversees the timely delivery of high-quality, first-level technical support service to end users and provides administrative support to the department, serving in this capacity as needed to ensure the smooth operation of departmental functions. A complete application must include Cover letter Resume List of three professional references: please include full name, job title, organization, phone number, and email address, along with a brief description of the relationship with each reference. Include current and/or past employer. Minimum hourly rate $18.03 Priority consideration will be given to applicants who submit a complete application by April 30th. The position will remain open until filled. This is an on-site position based in our Dalton, GA Campus. Benefits Include Healthcare options Retirement option: Teachers Retirement Systems (TRS) Tuition assistance $100 Well-being rewards 13 paid holidays Paid vacation and sick leave Paid parental leave Winter break (December holidays) USG Benefits Responsibilities Provides first-level technical support to end users - 40% Logs, diagnoses, and resolves initial Service Desk requests from multiple sources including phone calls, emails, web chats, etc. Assigns escalated service requests to proper personnel Provides access to checkout equipment for end users Manages Service Desk and Service Desk System - 25% Maintains records related to department assets Develops and maintains end user self-service training documentation and media Works with OCIS personnel to develop and maintain logic flows for the purposes of Service Desk request resolution Monitors incident response time metrics to ensure that Service Level Agreements are being met Supervises student workers - 15% Recruits, trains, assigns, directs, and supervises the work of student workers Creates and balances the work schedule of student workers to ensure proper coverage of the service desk is maintained Administrative Support - 20% Enters purchase requisitions on behalf of the department Drafts, proofreads, and distributes internal and external communications on behalf of the department and the Service Desk Maintains physical and digital document filing systems Assists with new student orientation Makes suggestions concerning revisions to department policies and procedures Required Qualifications Educational Requirements Associate degree Required Experience More than one year of related experience Knowledge, Skills, & Abilities ABILITIES Ability to manage multiple tasks, prioritize effectively, and maintain accurate records Ability to handle sensitive information with professionalism and integrity KNOWLEDGE Knowledge of current information technology trends and solutions Knowledge of customer service principles and practices Knowledge of computer hardware, software and peripheral devices Knowledge of computer networking SKILLS Skill in the provision of quality customer service Skill in personnel management Skill in the analysis of problems and the development and implementation of solutions Skill in the preparation of clear and precise administrative reports Skill in oral and written communication USG Core Values The University System of Georgia is comprised of our 25 institutions of higher education and learning as well as the System Office. Our USG Statement of Core Values are Integrity, Excellence, Accountability, and Respect. These values serve as the foundation for all that we do as an organization, and each USG community member is responsible for demonstrating and upholding these standards. More details on the USG Statement of Core Values and Code of Conduct are available in USG Board Policy 8.2.18.1.2 and can be found on-line at https://www.usg.edu/policymanual/section8/C224/#p8.2.18_personnel_conduct. Additionally, USG supports Freedom of Expression as stated in Board Policy 6.5 Freedom of Expression and Academic Freedom found on-line at https://www.usg.edu/policymanual/section6/C2653. Conditions of Employment Offers of employment are contingent upon completion of a background investigation including a criminal background check demonstrating your eligibility for employment with Dalton State College, as determined by Dalton State College in its sole discretion, confirmation of the credentials and employment history reflected in your application materials and, if applicable, a satisfactory credit check. Applicants may be subject to a pre-employment drug test. Offers are made expressly subject to the applicable federal and state laws, to the statutes, rules and regulations of this institution and to the Bylaws and Policies of the Board of Regents (BOR) of the University System of Georgia (USG), which are available for your inspection upon request. Equal Employment Opportunity Equal opportunity and decisions based on merit are fundamental values of Dalton State College (DSC). As a member of the University System of Georgia, we follow the Board of Regents' policy, which prohibits discrimination on the basis of an individual's age, color, disability, genetic information, national origin, race, religion, sex, or veteran status ("protected status"). No individual shall be excluded from participation in, denied the benefits of, or otherwise subjected to unlawful discrimination, harassment, or retaliation under, any DSC program or activity because of the individual's protected status; nor shall any individual be given preferential treatment because of the individual's protected status, except that preferential treatment may be given on the basis of veteran status when appropriate under federal or state law. All employment processes and decisions, including but not limited to hiring, promotion, and tenure, shall be free of ideological tests, affirmations, and oaths, including diversity statements. The basis and determining factor for all such decisions should be that the individual possesses the requisite knowledge, skills, and abilities associated with the role, and is believed to have the ability to successfully perform the essential functions, responsibilities, and duties associated with the position for which the individual is being considered. At the core of any such decision is ensuring the institution's ability to achieve its mission and strategic priorities in support of student success. Dalton State College is an Equal Opportunity Institution. For questions or more detailed information regarding this policy, please contact Dalton State College's Office of Human Resources at 706-272-2034. Individuals requiring disability related accommodations for participation in any event or to obtain print materials in an alternative format, please contact the Office of Human Resources at 706-272-2034. Other Information This is a supervisory position. This position does not have any financial responsibilities. This position will not require driving. This position does not require a purchasing card (P-Card). Background Check Position of trust