POSITION SUMMARY: The IT Support Center Supervisor oversees the day-to-day operations of the IT Support Center, supports technicians, provides advanced technical support to technicians and users, oversees projects involving new technologies, and assists in planning hardware deployments., * Oversee day-to-day operations of the IT Support Center

• Develop strategies for improving customer service.
• Handle customer complaints and escalate to management as necessary.
• Review customer tickets to ensure internal procedures are followed and SLAs are met.
• Lead multiple teams of technicians.
• Conduct meetings with technicians and team leaders.
• Evaluate new technologies and make recommendations for implementation.
• Make recommendations for hardware purchases and upgrades.
• Assist with planning deployments of new and upgraded hardware and software.
• Implement processes to create efficiencies and improve service through automation.
• Research computer issues and offer resolutions based on research.
• Assist technicians to provide solutions to users’ issues.
• Respond quickly and competently to technician requests.
• Maintain Support Center documentation.
• Create processes to document closely affiliated business technology products and services costs.
• Generate KPI reports for IT management and closely affiliated businesses.
• Assist IT to maintain a high level of customer service.
• Other duties as assigned by manager

• Proven leadership ability
• Exhibited knowledge of operating system platforms such as Windows and Mac
• Basic knowledge of LAN, hubs, switches, and network configuration
• Experience in technical computer support
• Ability to interface with users and discuss issues
• Understanding of software end user license agreements
• Advanced knowledge of computer system hardware and software components
• Advanced working knowledge of office and non-standard applications
• Ability and willingness to learn new technologies
• Good interpersonal and communication skills
• Desire to teach others about the technology field
• Ability to lead others
• Ability to work with frequent interruptions
• CompTIA A+ preferred but not required, An applicant must be a born-again Christian who has a personal relationship with Jesus Christ. Each applicant must agree with and affirm the Bob Jones University creed, mission (see https://www.bju.edu/about/creed-mission.php) and core biblical doctrines regarding areas such as the Bible, the triune God, man and salvation, etc. Employees are expected to maintain a conservative lifestyle and support Bob Jones University’s positions on issues such as beverage alcohol and addictive substances, creation, marriage and human sexuality and the sanctity of life, etc., (https://www.bju.edu/about/positions.php). Employees are to be active members of a local Bible believing church which holds orthodox theology. Applicants must be committed to providing students an excellent, worldclass education from a biblical worldview.

LI-Onsite

Required Education: Bachelors Required Experience: 1-2 Years Related Experience