Technical Service Desk Supervisor

The Technical Service Desk Supervisor is an integral member of the Information Technology Department and supports the day-to-day operations and continuous improvement of the Technical Service Desk Team. This position ensures frontline support excellence across multiple channels, including walk-in service, phone, ticketing systems, and live campus events.

This position supervises and mentors the Technical Service Desk Team, fosters consistency in training, performance, and service delivery. Operating in a high-volume, multi-channel environment, this position ensures the efficient resolution of incidents, adherence to service level agreements (SLAs), compliance with FERPA regulations, and providing high-quality customer support.

This position gathers and analyzes performance data, prepares operational reports, and serves as the liaison to other IT teams for issue resolution and SLA compliance communications.

Under the direction of the Assistant Director of Client Support, the Technical Service Desk Supervisor also plays a key role in facilitating cross-functional training and collaboration with IT groups across all functional areas to build mutual support capabilities and enhance service coverage across IT functions.

Do you have experience in Team supervision?, Do you have a Bachelor’s degree?, At a minimum, the selected candidate must have a Bachelor’s degree from a regionally accredited college or university and one (1) year of experience in information technology support in a lead or supervisory role, or an Associate’s degree from a regionally accredited college or university and three (3) years of experience in information technology support, including one (1) year in a lead or supervisory role.

Additionally, the preferred candidate will have a Bachelor’s degree from a regionally accredited college or university in Information Technology or a related field, and five (5) years of experience in a technical service desk or IT support environment, including at least two (2) years of supervisory or team lead experience. Experience with service management tools (e.g., ticketing systems, knowledge bases, SLAs). ITIL Foundations certification or equivalent knowledge of service management best practices.

The preferred candidate will also have experience with Jira Service Management for IT service request and incident management, including configuring queues, workflows, SLAs, and knowledge base integration, a strong ability to leverage data from tools such as Genesys and Jira to prepare performance reports, monitor SLAs, and identify trends for service optimization, and knowledge of best practices in contact center and IT service management operations, including escalation procedures and end-user communication strategies., * IT: 3 years (Required)

Pulled from the full job description

• Tuition reimbursement
• Health insurance
• Paid time off
• Employee discount
• Vision insurance
• Dental insurance
• Life insurance, * Dental insurance
• Employee discount
• Health insurance
• Life insurance
• Paid time off
• Tuition reimbursement
• Vision insurance