Service Desk Manager

Requisition Number: 62633

Location: Boulder Colorado

Employment Type: University Staff

Schedule: Full Time

Posting Close Date: 23-Mar-2025

Date Posted:

Job Summary

Student Affairs Business Services at CU Boulder encourages applications for a Service Desk Manager ! This role manages business processes involving procurement and travel, and ensures seamless operation of IT systems including the Jira ticketing system. This role provides a high-level of customer service, and will provide support for the increased data analysis, reporting and metrics needs of Student Affairs Business Services and other campus users. The positions responsibilities include IT application administration, procurement policies, travel management, and exceptional collaboration skills to serve the diverse needs of the division. The ability to prioritize, multi-task and meet goals is imperative.

The University of Colorado Boulder is committed to building a culturally diverse community of faculty, staff, and students dedicated to contributing to an inclusive campus environment. We are an Equal Opportunity employer, including veterans and individuals with disabilities.

Who We Are

The Division of Student Affairs consists of 30 departments that provide student support and services dedicated to helping students become successful, curious, competent individuals during their time at CU Boulder.

The work in Student Affairs supports all factors of the student experience, no matter what department a staff member may work in. This includes where students live, eat, make friends, build professional skills and find help if they need it. Many departments provide involvement opportunities, educational resources and support services to help students find their community and build lifelong skills. Student Affairs also has shared services departments that support the work and staff of our student-facing areas, including areas like assessment, business services, financial planning, human resources, marketing communications and information technology (IT).

With over 800 staff members in the Division of Student Affairs, our diverse team is uniquely positioned to personalize the student experience and advocate for students, enhancing their success inside and outside the classroom.

Student Affairs Business Services is a shared service of the Division of Student Affairs that provides financial and operational support services, guidance and resources in the areas of procurement and travel. Team members support departments in procuring and expensing goods and services; arranging and advising group and individual travel; and substantiating all expenses. Business Services assists in interpreting and implementing state and university financial policies and procedures while serving as liaisons to CU system and campus partners. The team incorporates and aligns processes with campus and system guidelines while advocating on behalf of the unique needs and operations of the division.

What Your Key Responsibilities Will Be

Procurement and Travel Administration

• Process and manage purchase orders and service agreements, ensuring compliance with Federal, State, sponsor, University, and division policies.

• Audit and process invoices, vouchers, and payment documents to ensure accuracy and adherence to terms and conditions.

• Provide mentorship and training to departments on procurement policies, complex purchases, and contract management.

• Investigate and resolve procurement-related issues such as lost documentation, vendor disputes, or procurement violations.

• Research and recommend procurement options to improve efficiency and compliance.

• Support Requests for Information (RFI), Requests for Proposals (RFP), and Invitations for Bid (IFB) in collaboration with the Procurement Service Center (PSC).

• Compile, validate and review procurement card receipts from cardholders, create expense reports, and appropriately allocate and code charges according to defined standards.

• Assist with travel arrangements, reimbursements, and expense reports for staff, verifying appropriateness and reasonableness of charges.

• Train staff on procurement and travel card usage and related procedures to ensure compliance.

SA BS IT Application Administration

• Serve as the departmental lead for Jira, managing ticket assignment, form design, testing, and act as the liaison to Student Affairs IT.

• Collaborate with teams to introduce new functionality and optimize existing processes within Jira.

• Troubleshooting to ensure seamless operation and compliance.

• Document workflows, policies, and procedures for IT systems, ensuring they align with departmental needs.

• Advance complex issues to external campus departments for resolution.

• Provide training, communication, and knowledge base materials for end users, enhancing the effectiveness of IT tools.

Data Analysis, Reporting and Metrics

• Assist with the data collection, analysis, and reporting needs of the SA BS department.

• Advise SA BS department staff on tools and resources available for enhanced data analytics, metrics and reporting.

Office and Fiscal Administration

• Manage onboarding of new SA BS employees.

• Provide administrative oversight for the Student Affairs Business Services office, including maintaining the office calendar to coordinate work flow and meetings, making travel arrangements for staff, and maintaining staff equipment and supplies.

• Responsible for developing, implementing and updating office policies and procedures to support staff and to improve operational efficiency.

• Perform other administrative and office duties or projects as needed such as conducting research, compiling data, and supporting employee recognition.

• Perform day-to-day tasks, such as distributing information and supporting staff in day-to-day work.

• Support the planning and execution of a variety of events including: booking space, arranging catering, day-of coordination, budget management and other event logistics.

• Supervise departmental financial reconciliation.

• Provide backup support for other staff to ensure smooth business operations during absences.

Customer Service and Cross-Functional Collaboration

• Act as a liaison between SABS and other campus departments to ensure timely resolution of inquiries and requests.

• Provide exceptional customer service by addressing questions related to procurement, travel, and IT system functionality.

• Collaborate with other SABS team members to improve processes and implement system enhancements.

• Document and maintain business process workflows for current and future state operations.

• Support internal reporting needs by creating and fulfilling data requests related to specific projects.

• Participate in special projects and committees as needed to support departmental initiatives.

What You Should Know

This is a hybrid position with the potential to be mostly remote. Some events and assignments will require this role to work in-person on the CU Boulder campus.

What We Can Offer

• The salary for this position is $58,000 annually. Onboarding assistance is available within Student Affairs division guidelines.

Our outstanding benefits include:

• Paid days off: 22 vacation days, 15 sick leave days and 11 holidays per year.

• Access to medical, vision, dental and life insurance.

• Tuition reimbursement.

• A 10% employer contribution retirement plan.

• EcoPass for free RTD rides.

• Opportunity for career growth within the division of student affairs and the CU Boulder campus!

Benefits

The University of Colorado offers excellent benefits (https://www.colorado.edu/jobs/benefits) , including medical, dental, retirement, paid time off, tuition benefit and ECO Pass. The University of Colorado Boulder is one of the largest employers in Boulder County and offers an inspiring higher education environment. Learn more about the University of Colorado Boulder (https://www.colorado.edu/about) .

Be Statements

Be groundbreaking. Be professional. Be Boulder.

What We Require

• Bachelor's Degree in business, technology or a related field. Professional experience may substitute for the degree on a year-for-year basis.

• One year of experience with application administration, business analysis, and/or procurement and travel administration.

What You Will Need

• Effective organizational and interpersonal skills including written and verbal communication skills with both technical and non-technical constituents.

• Ability to prioritize tasks.

• Strong customer service skills.

• Highly analytical, organized, and meticulous.

Special Instructions

To apply, please submit the following materials:

1. A current resume.

2. A cover letter that specifically tells us how your background and experience align with the requirements, qualifications, and responsibilities of the position.

We may request references at a later time.

Please apply by March 23, 2025 for consideration.

Note: Application materials will not be accepted via email. For consideration, please apply through CU Boulder Jobs (https://jobs.colorado.edu/) .

In compliance with the Colorado Job Application Fairness Act, in any materials you submit, you may redact or remove age-identifying information such as age, date of birth, or dates of school attendance or graduation. You will not be penalized for redacting or removing this information.

To apply, visit https://jobs.colorado.edu/jobs/JobDetail/Service-Desk-Manager/62633 (https://apptrkr.com/6061749)

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The University of Colorado does not discriminate on the basis of race, color, national origin, sex, age, pregnancy, disability, creed, religion, sexual orientation, gender identity, gender expression, veteran status, political affiliation, or political philosophy. All qualified individuals are encouraged to apply.