Service Desk Manager

Tri-County Electric Cooperative (TCEC)

POSITION PURPOSE

Provides leadership, direction, and accountability for TCEC's Service Desk, Service Desk Specialists, and IT service management practices. This position oversees Service Desk operations, establishes priorities and service expectations, develops employees, resolves escalated issues, and ensures consistent and timely delivery of IT support. The role is responsible for advancing service management processes and performance to provide reliable, responsive support that enables employees across the cooperative to effectively use technology and perform their work.

JOB DIMENSIONS

Internal Responsibility

Leads Service Desk operations and serves as a primary escalation point for technology support across TCEC. Ensures employees receive timely, professional, and consistent support for TCEC-owned technology and coordinates with other Technology & Cybersecurity teams as needed.

External Responsibility

Coordinates with technology vendors and service providers as needed to support TCEC-owned or managed technology and resolve service-related issues.

PRINCIPAL ACCOUNTABILITIES

• Model TCEC's Essential Attributes in daily conduct and leadership, demonstrating reliability, responsibility, collaboration, accountability, and effective communication.
• Lead TCEC's Service Desk, including employees, operations, priorities, workload, performance expectations, and accountability.
• Ensure timely, professional, and consistent delivery of technology support, including effective intake, prioritization, escalation, resolution, and communication of service requests and incidents; coordinate significant or unresolved issues across Technology & Cybersecurity teams and vendors.
• Own and advance Service Desk processes, service expectations, and performance measures; monitor service trends and performance to address gaps and drive continuous improvement.
• Ensure Service Desk activities, troubleshooting, resolutions, asset information, procedures, and knowledge resources are accurately documented and maintained within TCEC's technology management systems.
• Oversee TCEC's IT service management platform, including workflows, service catalog, automation, configuration, reporting, and documentation.
• Oversee the lifecycle of TCEC-owned end-user technology, including deployment, inventory, maintenance, replacement, and disposition.
• Develop Service Desk Specialists through coaching, training, feedback, performance management, and professional development.
• Collaborate across TCEC to understand technology support needs, identify recurring issues, and improve service delivery and the employee technology experience.
• Perform other reasonably related duties as assigned.

MINIMUM REQUIREMENTS

Education and Experience

• High school diploma or equivalent required.
• Associate or bachelor's degree in information technology, computer science, or a related field preferred.
• Previous IT support leadership or coordination experience preferred.

Operational / Functional Experience

Demonstrated experience supporting end-user technology, applications, accounts, and devices, including experience with IT service management, ticketing systems, device management, troubleshooting, escalation, and technology vendors.

Knowledge / Skills / Abilities

Working knowledge of IT support, end-user computing, identity and access management, device management, IT service management, and information security principles. Ability to lead employees, establish priorities, manage workloads, evaluate performance, provide coaching, and resolve or appropriately escalate technology issues. Strong customer service, communication, organizational, decision-making, problem-solving, documentation, and computer skills.

POSITION DETAILS

• Position Title: Service Desk Manager
• Reports To: VP, Technology & Cybersecurity
• Employment Type: Full-time
• FLSA Status: Exempt
• Supervisory Responsibility: Yes
• Financial Disclosure Required: No
• Residency Requirement: Yes
• Position Description Effective Date: September 2026

WHY JOIN TCEC

Tri-County Electric Cooperative is guided by ten Essential Attributes that define how we lead, collaborate, and serve with integrity, accountability, and trust. This role offers the opportunity to make a meaningful impact while supporting reliable electric service for the communities we serve. This job description is intended to identify the essential functions of a position and should not be interpreted as all-inclusive. An employee may be required to perform other reasonably related business duties as assigned by the immediate supervisor and/or management as needed. TCEC reserves the right to revise or modify the job description as needed. This job description does not constitute a written or implied contract of employment.