Help Desk Shift Supervisor

Overview

Apply technical knowledge and customer service skills to supervise and provide telephone and walk-up technical support to all members of the University System of NH community as part of a 7-day a week support organization; specifically, basic and advanced user hardware and software problems including desktop computers, mobile devices and enterprise system software. The position requires excellent problem-solving skills and a professional capable of working collaboratively with a talented team of IT professionals in an integrated service environment that supports both the ET&S mission as well as the mission for local campuses across the state.

Scope of services include technical desktop support for:
Windows and Mac systems, desktop applications, printing, accounts/passwords, wired/wireless network connectivity, security practices and policies, configuration and troubleshooting of mobile devices; liaison services with other IT resources. Provide Comprehensive Tier 1 support for all UNH IT services, and Tier 2 expert level support for select services. Assure a high level of service in meeting requirements of various Service Level Agreements established between ET&S and other USNH units.

During ‘On-Point’ shifts, oversee Help Desk operations and staff in the provisioning of support resources and troubleshooting on a wide range of ET&S IT products and services; ensure staff is adhering to policies and standard operating procedures; monitor and analyze Help Desk incidents, make recommendations for continuous improvement and trending reports. This position is assigned primarily to the Plymouth campus, however due to the enterprise nature of our support environment, temporary supervisory coverage at the other ET&S Help Desk locations may be necessary to meet the needs of the organization.

Additionally, this position is considered essential staff in regard to curtailed operations coverage and work schedule may be modified as the needs of the organization change with occasional schedule shifts to accommodate peak support periods, such as BTS, semester start-up, fiscal year end, orientation and graduation, etc.

• Provide technical support to all members of the University System of NH community and solve basic and advanced user hardware and software problems or questions including desktop computer hardware and software, and enterprise systems and software.
• Provide professional, courteous, prompt, and accurate support and solutions to users.
• Follow up and communicate ticket information to users when appropriate.
• Stay informed of changes to operating procedures, operating systems, software, service level agreements, policies, and procedures that affect customers.
• Make extensive use of call logging, remote support tools, and tracking systems to record, research, answer, or refer customer inquiries.
• Escalate issues as appropriate.
• Meet or exceed Help Desk Support metrics for first-contact problem resolution and customer satisfaction.
• Provide support for and assist with specific, defined projects and/or daily operational tasks as assigned by supervisor. This may include, but is not limited to, the creation and maintenance of project information and/or KB documentation, information or specification gathering, data collection, assisting with new computer deployments, and asset management.
• Provide comprehensive supervisory and technical support through in-person, telephone, and remote channels for a wide range of microcomputer, network, and central system issues, encompassing operating systems, printing, network/wireless connectivity, email, and central system applications.
• Prioritize Help Desk tickets based on established Standard Operating Procedures (SOPs) and Service Level Agreements (SLAs), ensuring timely resolution and adherence to departmental guidelines.
• Assure that staff are well-versed in standard operating procedures, deliver excellent customer service, and remain updated on critical changes impacting support delivery.
• Utilize IT Service Management (ITSM) software tools extensively to streamline processes, record interactions, conduct research, and or dispatch customer service and…