Supervisor, Service Desk Organization

Provides guidance, training, mentoring and general oversight of the Service Desk, whose primary role is to support the complex technical environment of the University community and its end-user base. Works with Service Desk leadership to monitor and evaluate personnel and brings forward any performance issues or concerns. Assists with reporting on staff and team metrics. Provides daily third-level advisory support to agents and other IT areas in the University. Provides leadership in executing projects and initiatives that enhance the customer service base. Acts as an escalation point for other Service Desk personnel for issues that may require additional troubleshooting or expertise as a Subject Matter Expert. Maintains ownership for select SaaS relationships and escalates to these vendors for incident remediation. Participates in incident response with Service Desk leadership. Assists Service Desk staff with inbound phone calls during peak periods or during major incidents when the call level is high. Provides support for staff, allocates and assigns personnel and technical resources to meet needs. Takes part in recruiting, scheduling and evaluation processes. May participate in on-call rotation as needed., * Ensures staff are knowledgeable and comply with all organizational policies and procedures. Monitors individual staff performance through data analysis, customer feedback, regular reporting and performance evaluations. Identifies areas of growth and improvement. Collaborates with senior leadership in the review and evaluation of staff. Assists with the hiring process of new staff. Allocates and assigns resources to meet needs.

• Manages the escalation of incidents among various technical groups. Takes ownership as a Subject Matter Expert (SME) for some Software as a Service (SaaS) relationships and handles escalations with those vendors. Contributes to enterprise-wise projects that impact the operations of the Service Desk by developing timelines and milestones, communicating with the appropriate user base, setting priorities and managing the progression of project implementation tasks. Participates in project meetings.
• Provides supervision to Service Desk staff. Assesses, mentors and supports staff during processing of incoming incidents and requests to ensure the highest level of customer service.
• Manages functional activities performed on the Service Desk to ensure the highest level of throughput. Uses independent judgment in decision-making when faced with unique customer situations, focusing on providing the highest level of customer satisfaction and business continuity. Acts as a first escalation point for service-related issues presented to the Service Desk. Communicates actively with appropriate leadership groups to coordinate problem resolution. Participates in ongoing workflow evaluation resulting in continuous process improvement.
• Contributes to the development, design and implementation of the Service Desk training program. Identifies opportunities to enhance training needs in areas that become technical priorities for departments and the organization. Assists with the onboarding process associated with hiring new Service Desk staff and contractors.
• Assists with call volume mitigation as needed. Handles inbound phone calls and emails during peak periods or major incidents. Participates in an on-call rotation for escalation of critical issues and guidance and mentoring to Service Desk staff.
• Other duties as assigned.

• High School diploma or equivalent and 5 years of related experience required
• Associate’s degree preferred
• Or equivalent combination of education and experience
• 1 year of experience in leadership or supervisory capacity preferred
• Experience working with eRecord preferred

KNOWLEDGE, SKILLS AND ABILITIES

• Ability to travel between work sites required
• Strong organizational skills with proven ability to meet deadlines, prioritize workload and manage resources and time effectively required
• Excellent leadership, communication, presentation, analytical and problem-solving skills. Ability to diffuse difficult situations required
• Exceptional customer service skills and ability to respond appropriately to environment and audience demonstrating diplomacy and tact required
• Ability to execute multiple tasks, perform under pressure and demonstrate adaptability and flexibility required
• PC and Windows knowledge, particularly Microsoft Office suite preferred
• Intermediate understanding of LAN/WAN technologies preferred
• Network troubleshooting and network configuration troubleshooting skills (TCP/IP) preferred, 3rd Level Support, Analysis Skills, Call Volume, Communication Skills, Customer Escalations, Customer Satisfaction, Customer Support/Service, Customer/Client Research, Embedded Systems, Establish Priorities, Genetics, Identify Issues, Incident Response, Leadership, Legal, Local Area Network (LAN), Mentoring, Metrics, Microsoft Office, Microsoft Windows Operating System, Multitasking, Network Administration/Management, Network Configuration Management, On Call, Onboarding, Organizational Skills, People Management, Performance Analysis, Performance Reviews, Problem Solving Skills, Process Improvement, Resource Management, Software as a Service (SaaS), TCP/IP (Transmission Control Protocol/Internet Protocol), Technical Support, Testing, Time Management, Training Program, Training/Teaching, Wide Area Network (WAN), Willing to Travel, Workplace Issues

The referenced pay range represents the minimum and maximum compensation for this job. Individual annual salaries/hourly rates will be set within the job’s compensation range, and will be determined by considering factors including, but not limited to, market data, education, experience, qualifications, expertise of the individual, and internal equity considerations.

As a community, the University of Rochester is defined by a deep commitment to Meliora - Ever Better. Embedded in that ideal are the values we share: equity, leadership, integrity, openness, respect, and accountability. Together, we will set the highest standards for how we treat each other to ensure our community is welcoming to all and is a place where all can thrive.