Technical Service Desk Supervisor

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.

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, Jira, and Team Dynamics to prepare performance reports, monitor SLAs, and identify trends for service optimization.

Knowledge of best practices in contact center and IT service management operations, including escalation procedures and end-user communication strategies.

We value our employees. Employees are treated as individuals and empowered to do their best. Our greatest strength lies in the skill, judgement and talent of our employees. We recognize that our success is related directly to the dedication and performance of our employees. We value integrity, excellence in teaching and learning, a culture of honesty and trust, creativity and a respect for diversity.

We believe in the potential of people who are inspired, engaged and work together for common goals & objectives. To that end we strive to attract, develop and retain the talented people necessary to deliver the highest quality service to our students and community. It is our focus to support a diverse workforce within an inclusive work environment. In return, we provide a competitive compensation and benefits package, job/skill training, and company-sponsored social events.

What makes FSCJ stand out among other colleges and universities? We are:
Accessible:
Classes are offered at convenient locations throughout Duval County and Nassau County and globally through online classes. View our locations . Affordable: FSCJ ranks among the top 50 most affordable public, four-year institutions in the nation. Plus, we provide many financial aid and scholarship opportunities for our students. Diverse:
We have students from more than 154 countries and students range in age from 12 to 106 years old. Highly Ranked: FSCJ ranks 11th in the nation in grand total (4,548), and in all disciplines granted among public, four-year colleges and universities granting associate degrees. (Community College Week)