Notre Dame Data Science
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Manager, Service Desk
role at
Notre Dame Data Science .
The University of Notre Dame is more than a workplace; it is a vibrant, mission‑driven community where every employee is valued and supported. Rooted in a tradition of excellence and inspired by our Catholic character, Notre Dame is committed to fostering an environment of care that nurtures the whole person—mind, body, and spirit. Here, you will find a deep sense of belonging, a culture that prioritizes well‑being, and the opportunity to grow your career while being a force for good in the world. Whether contributing to world‑class research, shaping the student experience, or supporting the University’s mission in other ways, you will be part of a dedicated team working to make a meaningful impact on campus and beyond. At Notre Dame, your work matters, and so do you!
Key Responsibilities
Leadership and Management
Supervise, mentor, and coach a team of Service Desk technicians, promoting a culture of excellence and professional development.
Work closely with the Director to innovate and develop strategic plans for the Service Desk services and staff.
Customer Service
Implement and monitor quality assurance KPIs to ensure Service Desk staff consistently provide outstanding service that meets the quality standards expected by the university.
Maintain plans to ensure business continuity during university closures, times with increased workload, and staff changes.
Act as an escalation point for complex technical and customer service issues, providing guidance and support.
Process Improvement and Automation
Oversee the development and maintenance of standard operating procedures (SOPs), including documentation, training materials, and coaching resources.
Define and track key performance indicators (KPIs) to evaluate service effectiveness and identify opportunities for improvement.
Champion automation and service optimization initiatives to enhance efficiency and user experience.
Collaboration
Partner closely with a peer Service Desk Manager to ensure consistent operations, shared leadership coverage, and alignment on service standards, staffing, and continuous improvement initiatives.
Work closely with other OIT departments and IT@ND colleagues to represent the Service Desk and ensure the team outcomes align with university and stakeholder goals and values.
Communication
Facilitate effective communication between the Service Desk and the university community regarding IT issues, updates, and Service Desk changes.
Planning and Coaching
Develop and maintain staffing and continuity plans to support service delivery during university closures, peak demand periods, and staff transitions.
Coach and develop staff to build internal talent pipelines and support long‑term workforce planning.
Training
Assist with training and mentoring of new Service Desk staff, students, and Temp/On‑Call employees.
Project Work
Represent Client Experience on IT projects and committees to aid in planning support and change management activities for new and evolving services.
Minimum Qualifications
Bachelor’s degree in Business, Information Technology, Computer Science, or a related field.
Excellent leadership, communication, and interpersonal skills.
Ability to work closely with key campus partners to ensure the Service Desk is well understood and received positively.
Strong background in creating and maintaining metrics to demonstrate the effectiveness of a service.
Demonstrated experience leading highly effective teams.
Understanding of ITIL (Information Technology Infrastructure Library) best practices and service management frameworks.
Demonstrated experience with IT service management (ITSM) best practices and ServiceNow or a comparable ITSM platform.
Ability to work in the United States, now or in the future, without visa sponsorship.
We encourage anyone with an interest to apply, even if you don’t have all of the skills mentioned above. As a professional in the ever‑changing fields of technology and education, the selected candidate can expect to continue to develop in these areas through structured professional development programs, experiential learning, and self‑directed growth. Our team invests in helping each other learn and grow along with our industry. You will be supported in your desire for well‑being, life‑work integration, and professional growth and development.
Application Deadline: Wednesday, January 7th, 2026 (subject to change).
Application Instructions: Please include a cover letter with your application for full consideration.
Please Note: The University will be closed for its Christmas celebration from 12/24/25 until 1/2/26. Your application will be fully reviewed after we return from this paid holiday break – thank you for your patience and consideration.
The University of Notre Dame seeks to attract, develop, and retain the highest quality faculty, staff and administration. The University is an Equal Opportunity Employer, and does not discriminate on the basis of race, color, national or ethnic origin, sex, disability, veteran status, genetic information, or age in employment. Moreover, Notre Dame prohibits discrimination against veterans or disabled qualified individuals, and complies with 41 CFR 60‑741.5(a) and 41 CFR 60‑300.5(a). We strongly encourage applications from candidates attracted to a university with a Catholic identity.
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Notre Dame, IN .
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Manager, Service Desk
role at
Notre Dame Data Science .
The University of Notre Dame is more than a workplace; it is a vibrant, mission‑driven community where every employee is valued and supported. Rooted in a tradition of excellence and inspired by our Catholic character, Notre Dame is committed to fostering an environment of care that nurtures the whole person—mind, body, and spirit. Here, you will find a deep sense of belonging, a culture that prioritizes well‑being, and the opportunity to grow your career while being a force for good in the world. Whether contributing to world‑class research, shaping the student experience, or supporting the University’s mission in other ways, you will be part of a dedicated team working to make a meaningful impact on campus and beyond. At Notre Dame, your work matters, and so do you!
Key Responsibilities
Leadership and Management
Supervise, mentor, and coach a team of Service Desk technicians, promoting a culture of excellence and professional development.
Work closely with the Director to innovate and develop strategic plans for the Service Desk services and staff.
Customer Service
Implement and monitor quality assurance KPIs to ensure Service Desk staff consistently provide outstanding service that meets the quality standards expected by the university.
Maintain plans to ensure business continuity during university closures, times with increased workload, and staff changes.
Act as an escalation point for complex technical and customer service issues, providing guidance and support.
Process Improvement and Automation
Oversee the development and maintenance of standard operating procedures (SOPs), including documentation, training materials, and coaching resources.
Define and track key performance indicators (KPIs) to evaluate service effectiveness and identify opportunities for improvement.
Champion automation and service optimization initiatives to enhance efficiency and user experience.
Collaboration
Partner closely with a peer Service Desk Manager to ensure consistent operations, shared leadership coverage, and alignment on service standards, staffing, and continuous improvement initiatives.
Work closely with other OIT departments and IT@ND colleagues to represent the Service Desk and ensure the team outcomes align with university and stakeholder goals and values.
Communication
Facilitate effective communication between the Service Desk and the university community regarding IT issues, updates, and Service Desk changes.
Planning and Coaching
Develop and maintain staffing and continuity plans to support service delivery during university closures, peak demand periods, and staff transitions.
Coach and develop staff to build internal talent pipelines and support long‑term workforce planning.
Training
Assist with training and mentoring of new Service Desk staff, students, and Temp/On‑Call employees.
Project Work
Represent Client Experience on IT projects and committees to aid in planning support and change management activities for new and evolving services.
Minimum Qualifications
Bachelor’s degree in Business, Information Technology, Computer Science, or a related field.
Excellent leadership, communication, and interpersonal skills.
Ability to work closely with key campus partners to ensure the Service Desk is well understood and received positively.
Strong background in creating and maintaining metrics to demonstrate the effectiveness of a service.
Demonstrated experience leading highly effective teams.
Understanding of ITIL (Information Technology Infrastructure Library) best practices and service management frameworks.
Demonstrated experience with IT service management (ITSM) best practices and ServiceNow or a comparable ITSM platform.
Ability to work in the United States, now or in the future, without visa sponsorship.
We encourage anyone with an interest to apply, even if you don’t have all of the skills mentioned above. As a professional in the ever‑changing fields of technology and education, the selected candidate can expect to continue to develop in these areas through structured professional development programs, experiential learning, and self‑directed growth. Our team invests in helping each other learn and grow along with our industry. You will be supported in your desire for well‑being, life‑work integration, and professional growth and development.
Application Deadline: Wednesday, January 7th, 2026 (subject to change).
Application Instructions: Please include a cover letter with your application for full consideration.
Please Note: The University will be closed for its Christmas celebration from 12/24/25 until 1/2/26. Your application will be fully reviewed after we return from this paid holiday break – thank you for your patience and consideration.
The University of Notre Dame seeks to attract, develop, and retain the highest quality faculty, staff and administration. The University is an Equal Opportunity Employer, and does not discriminate on the basis of race, color, national or ethnic origin, sex, disability, veteran status, genetic information, or age in employment. Moreover, Notre Dame prohibits discrimination against veterans or disabled qualified individuals, and complies with 41 CFR 60‑741.5(a) and 41 CFR 60‑300.5(a). We strongly encourage applications from candidates attracted to a university with a Catholic identity.
Get notified about new Service Manager jobs in
Notre Dame, IN .
#J-18808-Ljbffr