Reporting to the Director of Technology Services, the Service Desk Supervisor oversees the operation of the Technology Services Office, including request fulfillment, access management, incident management and problem management. Supervises the Technology Services Office (TSO) staff by defining and establishing schedules, setting priorities providing support/direction, and handling administrative issues as needed. Monitors telephone, voice mail and ticket tracking systems. Categorizes incidents and requests within the ticket tracking system. Participates in escalated calls, incidents and requests as necessary. Advises supervisor and co-workers regarding situations that may require additional end-user support or escalation. Ensures that the TSO staff provide timely and considerate customer service to end-users by performing Quality Management Assessments (QMA). Analyzes and identifies trends in issue reporting and devises preventative solutions. Offers suggestions for process improvements and develops the new procedures. Ensures relevant Service Level Agreements (SLAs) are in place, managed, monitored and communicated to users. Gathers and analyzes metrics to benchmark the TSO workload and performance. Reviews survey feedback to improve services, tools and end-user experience. Participates in root cause analysis processes to identify trends in support issues and their solutions. Provides data and reporting of Key Performance Indicators (KPIs) and trends on a biweekly basis and as needed. Performs other related duties as required.
Minimum Training and Experience
Associate's degree in computer-related field and two years of professional experience in Information Technology required. Experience with call-tracking software and end-user support in a corporate or large academic environment required. Proficiency with common office application software and customer service experience highly desired. Team lead or supervisory experience helpful.
Knowledge, Skills and Abilities
Excellent problem-solving, customer service, interpersonal and organizational skills. Ability to establish and maintain effective working relationships with co-workers, faculty, staff and students; work independently; maintain confidentiality; and communicate effectively both verbally and in writing.
Winthrop University is an Equal Opportunity/Affirmative Action employer and does not discriminate against any individual or group of individuals on the basis of age, color, disability, gender, national origin, race, religion, sexual orientation, gender identity, or veteran status. Women, minorities, and persons with disabilities are encouraged to apply.
Winthrop is a public, comprehensive university that is committed to be among the very best institutions of its kind in the nation. Through an educational experience that blends liberal arts, professional programs, global awareness and civic engagement, Winthrop helps students develop the knowledge, skills, and values that enrich their lives and prepare them for all the future holds.