IT Service Desk Supervisor

Posting Details

Job Posting Information

Job Posting Number

S457

Position Title

IT Service Desk Supervisor

Class Title

Staff

Regular or Contingent II

Regular (PIN)

Desired Start Date

FLSA

Exempt

Salary Range

$55,000-$65,000

Open Date

01/26/2023

Close Date

02/09/2023

Open Until Filled

No

Duties and Responsibilities

• Leads the daily activities of the IT Service Des team, who support all IT Service Desk functions and DoIT operations.
• Continually assesses agent productivity and call activity in order to ensure maximum performance and fully supports department service standards.
• Monitor calls for quality, provide performance coaching and feedback.
• Sets and communicates goals and provides constructive feedback to create a high performance culture.
• Effectively communicates decisions to achieve understanding and acceptance of changes and/or direction.
• Collaborates with IT Operations to help meet the key operational objectives, along with providing seamless support to the end user.
• Collaborates with internal departments to rollout new initiatives, programs, systems, automation enhancements, and other technical solutions.
• Completes scheduled and ad-hoc productivity reports for Support Services Management.
• Provides timely escalation and initiates remediation efforts by engaging appropriate teams.
• Track attendance and performance of team and individuals.
• Assist in performance ratings of team members at year end.
• Manage the call queue to ensure service levels are maintained.
• Implement Process Improvements for Team.
• Recognize, evaluate and identify areas for improvement.
• Resolve escalations/issues without further escalation by providing superior customer service.
• Analyzes Service Desk trends to identify opportunities to improve the quality IT offerings.
• Assist in authoring, maintain, adherence to and improve operating policies, procedures and associated documentation.
• Contribute to and manage additional special projects assigned by the management team.
• Other: Interviewing candidates, providing input on hiring, training, client meetings, team meetings.
• Other duties as assigned.

Minimum Qualifications

Education

Bachelor’s degree in Computer Technology, Information Systems ( CIS / MIS ), or related technical discipline, or equivalent experience/training.

Experience

• 4 years of experience in an IT Service Desk capacity
• 2 years of leadership experience in a call center environment and/or within an IT Service Desk
• ITIL Foundation
• A+ Certification preferred

Knowledge Skills and Abilities

• Proven ability to manage multiple tasks, stay organized, and effectively handle shifting priorities in a dynamic work environment
• Demonstrated ability to positively lead a team in a fast-paced, ever-changing environment
• Ability to think creatively and demonstrate problem-solving skills
• Strong working knowledge of IT system fundamentals
• Strong analytical and organizational skills, as well as accuracy and attention to detail
• Ability to provide timely feedback related to customer service

Conditions of Employment

Please be advised, COVID -19 vaccinations are strongly encouraged but not required for eligible faculty and staff employed by Bowie State University. This protocol may be subject to change.

Non-Union Position.

Other

BSU offers a generous benefits package, which includes 22 vacation days, 13 holidays, 15 sick days; comprehensive health insurance and retirement options; and tuition remission for employees and their dependents at any of the University System of Maryland schools.

Eligible for some remote hours.

Posting Detail Information

Special Instructions to Applicant

Quick Link for Internal Postings

https://bowiestate.peopleadmin.com/postings/2622
Supplemental Questions

Required fields are indicated with an asterisk (*).

Applicant Documents
Required Documents

1. Resume

Optional Documents

1. Cover Letter/Letter of Application
2. Letter of Reference 1
3. Letter of Reference 2
4. Letter of Reference 3