HelpDesk Supervisor

The HelpDesk Supervisor is responsible for delivering exceptional customer support to faculty, staff and students. This role oversees and trains student helpdesk technicians as needed. Additionally, the supervisor actively assists with issue resolution by primarily providing phone/email support and triaging calls but occasionally provides in-person and hands-on support to end users as well., * Act as the first line of telephone support, answering inbound support calls, providing level 1 and 2 issue resolution, triaging urgent technical inquiries, and providing exceptional customer service over the phone

• Leverage remote access and diagnostic tools to efficiently troubleshoot, configure, and resolve operating system, application, and network connectivity issues directly from the desk
• Guide, train, and support student helpdesk technicians, fostering technical skill development and standardizing support quality
• Ensure student work schedules are complete and necessary hours are properly staffed
• Oversee development, implementation of helpdesk training procedures and policies for student helpdesk technicians
• Create and update FAQ for end users

Other Duties & Responsibilities

• Provide occasional hands-on, in-person troubleshooting at user workstations for hardware failures, physical cabling, VIP escalations, or issues that cannot be resolved remotel.
• Assist with local hardware imaging, staging, peripheral deployments, and desk setups as operational demand requires
• Assist IT leadership with administrative reporting, operational projects, system verification testing, and other organizational tasks as assigned
• Promote a positive, adaptable, solution-oriented workplace culture to support users
• Other duties as assigned

IT Service Management (ITSM), Leadership, User Interface/Experience (UI/UX), Website Conversion, Telephone Triage, Problem Solving Skills, Training/Teaching, Customer Support/Service, IT Service Management (ITSM), Help Desk, Saint Mary’s University of Minnesota is seeking candidates who are eager to contribute to its Lasallian Catholic mission of awakening, nurturing, and empowering learners to ethical lives of service and leadership. We invite individuals to help transform lives through education, inspired by the Catholic Intellectual Tradition’s quest to understand the human experience through faith and reason and its embrace of all who are dedicated to learning from one another through authentic conversations in search of the truth. We are especially interested in and give preference to candidates who demonstrate a vision to create and nurture initiatives that will advance our mission within the scope of their duties and who will foster a culture of dialogue that, with respect for all people, supports the search for meaning and purpose in pursuit of excellence., * Associate’s degree and 2+ years of technical experience or equivalent combination of education and experience

• Driver’s license

Preferred Level:

• Bachelor’s Degree in IT related field
• 2-4 years of helpdesk experience

Essential Knowledge & Skills

• Demonstrated excellence in telephone etiquette, including active listening, clear verbal de-escalation, professional call-handling mechanics (warm transfers, hold protocol), and precise message transcription
• Demonstrate strong customer service skills
• Demonstrate strong written and verbal communication skills
• Provide constructive feedback to student helpdesk technicians
• Base knowledge of Google Workspace, Entra, Canvas, and Jenzabar
• Base knowledge of Windows, Linux, and iOS
• Apply common sense understanding to carry out instructions
• Creative problem-solving skills, attention to detail and follow-through
• Strong research and analytical skills
• Use/interpret job related terminology, effectively and efficiently
• Ability to communicate and interact successfully with a diverse community of faculty, staff, and students
• Ability to work independently and as a team member
• Ability to learn and adapt quickly and adopt new technologies
• Ability to manage multiple priorities and competing time demands
• Occasional off-hour and weekend support for special events
• Ability to travel between campus locations as needed

Physical Demands

• Sedentary work. Sedentary work involves lifting no more than 10 pounds at a time and occasionally lifting or carrying articles like docket files, ledgers, and small tools. Although a sedentary job is defined as one which involves sitting, a certain amount of walking and standing is often necessary in carrying out job duties. Jobs are sedentary if walking and standing are required occasionally and other sedentary criteria are met.