Help Desk Supervisor

Cornell College seeks a highly motivated and experienced Help Desk Supervisor to lead our front-line technical support team.

The Help Desk Supervisor will be responsible for overseeing the daily operations of the IT Help Desk, ensuring efficient and effective technical assistance is provided to faculty, staff, and students.

This role involves supervising a team of support technicians, managing service requests, maintaining knowledge base documentation, and contributing to improving IT support services within a dynamic higher education setting.

The ideal candidate will possess strong leadership, problem-solving, communication skills, and a customer-centric approach to IT support.

Duties and Responsibilities

Supervisory Responsibilities (20%):


* Directly supervise a team of Help Desk Technicians, including hiring, training, mentoring, and performance management.


* Schedule and assign work to team members to ensure adequate coverage and efficient resolution of support requests.


* Conduct regular team meetings to communicate updates, discuss challenges, and foster a collaborative work environment.


* Monitor and evaluate the performance of Help Desk staff, providing constructive feedback and identifying areas for professional development.


* Ensure adherence to established IT policies, procedures, and service level agreements (SLAs).

Help Desk Operations Management (30%):


* Oversee the daily operations of the Help Desk, ensuring timely and accurate resolution of technical issues.


* Manage the ticketing system, ensuring proper logging, prioritization, escalation, and resolution of incidents and service requests.


* Monitor key performance indicators (KPIs) such as resolution time, first-call resolution rate, and customer satisfaction.


* Identify trends in support requests and recommend solutions to prevent recurring issues.


* Maintain and update the IT knowledge base with accurate and up-to-date information for both end-users and support staff.

Technical Support and Escalation (20%):


* Provide advanced-level technical support to end-users when necessary, troubleshooting complex hardware, software, and network issues.


* Serve as an escalation point for unresolved issues, working with other IT teams to find solutions.


* Participate in the development and implementation of IT support processes and procedures.

Communication and Collaboration (20%):


* Serve as a primary point of contact for IT support-related inquiries and escalations.


* Communicate effectively with faculty, staff, and students regarding the status of their support requests and planned IT maintenance.


* Collaborate with other IT teams (e.g., Network Services, Systems Administration, Application Development) to resolve complex issues and contribute to IT projects.


* Develop and maintain positive working relationships with the campus community.


* Work with diverse user groups with varying levels of...