Help Desk Supervisor

Job Overview

Position Title
:
Help Desk Supervisor

Job Category
:
Academic Staff

Employment Type
:
Terminal (Fixed Term)

Job Profile
:
User Support Supervisor

Under general supervision of the Director of Client Technology Services (CTS), the incumbent provides leadership and technical expertise for computer hardware, software and networking services in support of faculty, staff and students. Services include hardware and software support of faculty, staff and student laptops, including installation of campus computers, problem diagnosis and resolution, maintenance of Stout inventories and consultation on computer‑related technologies.

This position serves as the Helpdesk Supervisor for the Client Technology Services team. Duties include supervising student employees, monitoring the ticketing system to ensure timely service to campus end users, coordinating helpdesk team meetings, and monitoring team and individual performance.

This role works closely with faculty and staff across the institution. On‑site, campus‑based activities are required.

• Serve as the supervisor point of contact on escalated customer service requests
• Guide the daily activities of student support workers
• Mentor, train, and lead a team of student support workers and assist them in their day-to-day support of clients and application systems
• Establish policies and procedures to ensure consistently high service performance, monitor employee satisfaction, and provide feedback to develop improved processes
• Assure that team members have the necessary education and training to participate effectively by recognizing training needs and communicating both training needs and requests to the CTS Director
• Create a team environment based on trust, open communication, creative thinking, and cohesive team effort
• Recognize and celebrate team and member accomplishments and exceptional performance and report those to the CTS Director
• Monitor team and individual performance and report any problems to the CTS Director
• Perform with a high level of analytical ability and strong attention to detail
• Evaluate, analyze, and document trends; implement corrective actions as necessary
• Define problems, establish facts, and draw valid conclusions
• Collect, analyze, and interpret data to solve problems requiring high level knowledge in a specific discipline
• Develop reporting to identify trends and patterns in a helpdesk environment
• Troubleshoot problems, assess risks, create contingency plans, and adjust schedules accordingly
• Escalate issues to the CTS Director that cannot be resolved by the team
• Continual improvement of the Technology Helpdesk, QA, and PC Repair areas
• Ensure customer satisfaction by responding to calls to the Technology Helpdesk
• Act as front‑line phone support technician during scheduled shifts
• Log all customer questions and problems and track them through resolution
• Provide troubleshooting for hardware, software, or network problems on student laptops
• Participate in the maintenance of student laptop and laptop accessory inventories
• Participate in student laptop deployment and return processes
• Contribute to the overall functionality of the student laptop program in the classroom through hardware, software, and networking
• Participate in planning of laptop images for use on student laptops
• Provide expertise on the installation and maintenance of software specific to the student laptop program
• Utilize existing databases and aid in the development of data applications used in the tracking of laptop data
• Provide laptop data to business, purchasing, and finance departments in support of laptop deployments and purchase orders
• Provide professional assistance when working on a solution for the customer’s problem using gained knowledge and/or contact the appropriate technician
• Perform callbacks when not busy with incoming calls to the helpdesk
• Adhere to published helpdesk procedures
• Assist student staff and provide professional guidance regarding the student laptop program
• Respond to emails, phone calls, and self‑service requests related to the student laptop program
• Communicate with faculty, students, and staff to ensure computing needs are addressed in a timely…