Information Technology Supervisor

Information Technology Supervisor

The Educational Technology department at the S.J. Quinney Collegeof Law, University of Utah, is hiring an IT Help Desk Supervisor tolead the daily operations of our help desk team. This is afull-time, salaried, benefited position with a flexible schedulebuilt in (see Schedule and Work-Life Balance below). Our help deskis the front line of technology at the law school. The team supports classroom AV and computing for students, faculty, andstaff, and provides AV support for the events, conferences, and lectures the college hosts throughout the year.

The supervisorkeeps these systems running smoothly, makes upgrades as needed, andhelps our business operations groups use technology to work moreefficiently. We want someone who will take real ownership of thisrole. You will have the agency to spot problems, decide how to fixthem, and see them through without waiting for permission at customer service is the heart of this job: our usersare students under deadline pressure and faculty walking into aclassroom that has to work right now, and how the help desk treatsthem matters as much as the technical fix.

This is a workingsupervisor role: you will lead the team, and you will also stayhands-on with equipment, hardware, and software. The positioncarries limited authority for personnel actions and supervisesemployees of the department in accordance with organizational policies and goals.

• Manage and supervise the day-to-day operations of the IT helpdesk team, ensuring efficient, friendly, and effective support for students, faculty, and staff.
• Support and maintain classroom AV and technology, includingdisplays, audio, lecture capture, and podium systems, so classesstart on time and run without interruption.
• Coordinate and provide AV support for law school events, conferences, and guest lectures, including setup, live operation,and teardown.
• Take ownership of problems from first report through resolution,and give help desk staff the trust and room to do the same.
• Assign tasks, prioritize issues, and monitor the progress of helpdesk employees to ensure timely resolution of problems.
• Develop and maintain standard operating procedures,documentation, and knowledge base articles to streamline support processes.
• Train, coach, and mentor help desk staff to build their technical skills and customer service abilities.
• Monitor and maintain the law school's information systems,including servers, networks, and applications.
• Provide hands‑on technical support for complex issues thatescalate beyond the help desk staff.
• Track help desk performance metrics such as response times,resolution rates, and customer satisfaction, and use them to improve the service.
• Prepare and present reports on help desk activities, trends, and performance to senior management.
• Keep current with technologies and best practices in IT support, classroom AV, and educational technology.
• Participate in the hiring, performance evaluation, and professional development of help desk staff, with limited authorityfor personnel