Service Desk Supervisor
Position Summary:
The Service Desk Supervisor is responsible for overseeing the daily operations of the service desk team, ensuring prompt and efficient technical support to all end users. This role includes managing staff, tracking performance metrics, and ensuring high levels of customer satisfaction. The Service Desk Supervisor will also assist in troubleshooting more complex technical issues, act as an escalation point for unresolved problems, and develop processes to improve service delivery.
Duties and Responsibilities:
- Supervise the AIU Service Desk including assessment of current ticket status, allocation of work orders, assisting with escalation as required, and ensuring effective communication with end users.
- Assist department leadership in administering the ITSM ticketing tool to ensure effective processes, accurate reporting, up to date knowledgebase and continuously improving the user experience.
- Provide end-user support to remedy computer, audio/visual, basic network, printing, and other technology related issues in a timely and professional manner, solutions may be provided remotely or onsite as appropriate.
- Work collaboratively with stakeholders to schedule and manage daily workload and special projects.
- Perform varied technical assistance and maintenance duties; maintain and update recordkeeping system; document projects; write and maintain user instructions.
- Perform moderately advanced technological systems support, maintenance, and testing for proper upkeep of systems; may troubleshoot and resolve moderately complex system hardware, software, and network failures and conflicts.
- Responsible for assisting and following the purchasing process, configuring and installing new devices, and coordinating inventory management.
- Assist and communicate with the other Technology Services staff as appropriate, may include providing backup support on some networking systems and written documentation and network diagrams as requested.
- Participate in the review, evaluation and recommendation of solutions relating to hardware and software acquisitions and/or network updates.
- Participate in research and development initiatives and aid in the implementation of new technologies.
- Responsible for communicating the status of Service Desk requests to users via ticketing system, phone, email, and other channels on an ongoing basis and following service level commitments.
- Plan and conduct staff development related to the use of hardware and productivity software (Mac OS, IOS, Android, Windows, MS Office365, Google Workspace, etc.). Training may be conducted in a classroom setting, one-on-one and other forms as necessary
- Provide an exemplary and professional interface between the AIU and all customers by sending and receiving email, phone, and in-person communications to ensure that information flow is accurate, timely, and professional
- Assist or perform backup duties in such areas as student information system, phone system, account automation, Office 365 or website as requested
- Maintain competency and enhance professional growth and development through continuing education and conferences.
- Support the AIU and district Board Policies, Procedures, and District Guidelines and best practices with respect to Digital Citizenship and Information Security and Safety.
- The Service Desk Supervisor will assist the CTO and Assistant Director of Technology Services on projects and other tasks as requested.
- Bachelor’s degree in information technology, computer science, or a related field. Equivalent work experience may be considered
- Minimum of two years of supervisory experience
- Minimum of three years of experience supporting at least one of the following: Microsoft Office, Office365, Google Workspace for Education
- Experience in K12 education highly preferred with the following technologies: Apple Mac OS, IOS, Android, Chrome OS, Google Workspace for Education, iPads and Chromebooks
- Support experience with at least three of the following educational technology and audio-visual tools required: interactive display boards, LCD projectors, scanners, document cameras, Web 2.0 and Zoom conferencing
- Industry Certification such as CompTIA Network+, Security+ or A+ Certification preferred
- Intermediate to advanced proficiency supporting Windows OS client computing environments
- Ability to troubleshoot basic networking issues and understand basic Microsoft Active Directory concepts
- Working experience with VOIP voice systems, video surveillance, door security and visitor background check systems is preferred
- Self-starter with exemplary customer service skills to complement proven multitasking abilities
- Ability to provide effective support to all levels of the organization
- Excellent leadership, communication, and interpersonal skills
- Strong problem-solving abilities with attention to detail
- Ability to prioritize tasks and manage time effectively in a fast-paced environment
- Customer-oriented mindset with a focus on delivering quality service
Additional Requirements:
School Personnel Health Record (Form H511.340) must be completed and received by Human Resources prior to hire date.
Working Conditions:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- Ability to kneel, crouch, bend and reach to retrieve and handle teaching materials and supplies
- Ability to speak clearly and distinctly when communicating with limited English-speaking customers
The information contained in this job description is for compliance with Americans with Disabilities Act (ADA) and is not an exhaustive list of the duties performed for this position. Additional duties are performed by the individuals currently holding this position and additional duties may be assigned.
Disclaimer: The preceding description is not designed to be a complete list of all duties and responsibilities required of this position.
Reports To: Assistant Director of Technology Services
Department: Technology Services
Position Schedule: 12 months, Monday through Friday
Salary: Grade 15
Benefits: Act 93