Technology Support Services Supervisor

Duties & Responsibilities

Working in the Technology Support Services (TSS) group within HLS Information Technology Services (ITS), the TSS Supervisor is a senior IT services role with direct supervisory responsibilities. This position is responsible for ensuring an outstanding level of customer services by overseeing the daily activities of the Service Desk team and facilitating effective, customer-focused service delivery, including providing direct IT support for students, faculty, and staff. Able to work with diverse technical and non-technical clients, the Supervisor is an advocate for their customers, learning their unique technology needs and accountable for delivering a standard of support to meet these expectations. An inquisitive and critical thinker, they collaborate with other members of the support team and their colleagues in ITS to address shifting priorities, challenges, and technology trends.
 

• Ensures that the daily coverage and work-dispatching schedule for TSS is in place and that all customer requests are handled efficiency and with the appropriate urgency; accountable for the solutions and customer experience delivered until the issue is resolved.

• Responsible for supervising the Service Desk Associates and Co-Op employees in TSS, by defining and setting priorities, providing support and direction, and resolving administrative issues as needed. Oversees the professional development and training of these employees.  Participate in the evaluation of performance and performance management, effectively recommends hiring and firing decisions.

• Ensures that the Service Desk team provides quality technical phone and desktop support with exceptional customer service and technical expertise

• Identify, gather and analyze relevant metrics to benchmark the Service Desk performance, identify trends and reoccurring issues, and to continuously improve Service Desk processes to enhance quality of service.

• Ensures proper distribution and escalation of incidents and requests to appropriate individuals or IT functional areas.

• Reports major incidents, current events, and status updates to IT management.

• Works within the campus community to promote excellent customer service, effective response times and provide expert insights into general support issues.  Enforce quality of service guidelines for dealing with customers, completing services, and overall customer satisfaction.

• Values in-person collaboration: being approachable, sharing, and friendly, while coaching and guiding junior team members to assure that customer issues are resolved.

• Committed to the overall success of the TSS team; works in partnership with the TSS field technicians and Enterprise Infrastructure Group (EIG) to understand, track and deliver solutions to complex technical problems.

• Assists in the development of the TSS competencies, best practices and procedures. Advocates for a culture of accountability and personal responsibility at the Service Desk.

• Assists with tracking and improving service delivery. Recognizes opportunities for improvement at the Service Desk and acts autonomously to implement these changes.

• Develops training materials for and participates in training incoming staff, co-ops and temporary employees.

• Leads medium to large departmental and customer-facing projects, understanding the resource allocation and staffing needs to produce deliverables.

• Organizes and is able to clearly define responsibilities and priorities.

• Acts as a backup to the Manager of TSS.  Represents the team in presentations or other official capacities at HLS and the University.

• Performs other duties as assigned.

Basic Qualifications

BA/BS strongly preferred or equivalent combination of education and experience required.  A minimum of 4 years of related experience with computers and providing customer service in a technological environment.

Additional Qualifications

• Must possess superior written, oral and interpersonal communication skills with a strong dedication to customer service

• Demonstrated proactive problem-solving skills and ability to work under stress and time pressure.

• Experience in training junior technicians and cooperative work-queue management

• Experience working in a managed enterprise technology environment

• Aptitude to learn, retain, and teach technical skills and institutional knowledge to junior staff

• Working knowledge of IT Infrastructure Library (ITIL), IT Service Management (ITSM) principles and best practices, and SCRUM methodology are desirable

• Background in higher-education is desirable, as are industry-standard hardware/software certifications (i.e. Microsoft, Apple, A+)

• Occasionally required to work outside of normal business hours and may be called during off hours.

Additional Information

This position reports to the Manager of Technology Support Services and supervises the TSS Service Desk staff.

All offers to be made by HLS Human Resources.