Technical Support Off-Hours Shift Supervisor - Hourly/PT

Technical Support Off-Hours Shift Supervisor - Hourly/PT

Office of Information Technology

JOB SUMMARY:

The Technical Support Off-Hours Shift Supervisor will provide level 1 tech support for the Adelphi community and supervise Help Desk student employees on evening and weekend shifts at the Garden City IT Help Desk.

REPORTS TO: Manager of Customer Experience

RESPONSIBILITIES & DUTIES:

1. Provide 1st level computer support for incident resolution.
2. Collaborate with the Help Desk team in scheduling student staff, ensuring proper coverage in all areas with particular attention paid to matching skills with positions.
3. Supervise student staff during assigned evening and weekend shifts and ensure employee development & training is scheduled and delivered.
4. Monitor ACD phone, chat, email, and workorder communication channels. Produce periodic reports, statistics and identify trends.
5. Monitor Key Performance Indicators (KPIs) to measure performance and evaluate problems within trends and escalate to the proper resources to seek a rapid solution.
6. Monitor and track electronic work orders for resolution and closure by assigned teams.
7. Create and regularly update documentation to be used as educational and reference material.
8. Perform other job-related duties as assigned by the Manager of Customer Experience.

REQUIREMENTS:

1. Expert with productivity software such as but not limited to; Microsoft Office Suite, Google Apps for Education, when to work scheduling tool.
2. Strong organizational skills and attention to detail; balanced with the ability to adjust to unplanned changes and work well under pressure.
3. Functional knowledge of technology on campus including but not limited to computers, tablets, projection systems, audio, video and peripheral devices.
4. Patient listener with excellent verbal and written communication skills.
5. Ability to work flexible hours, evenings, weekends and holidays when necessary.
6. Ability to work independently on projects and produce status reports.

PHYSICAL REQUIREMENTS:

1. The ability to spend a frequent amount of time on the phone, sitting and typing for extended periods.

EDUCATIONAL/EXPERIENCE REQUIREMENTS:

1. Bachelor's degree preferred.
2. Two to three years of customer service contact center experience required.
3. Experience with Help Desk work order ticketing systems.
4. Staff supervision experience.

POSITION(S) SUPERVISED:

1. Student Staff.

ABOUT ADELPHI:

Adelphi University, New York, is a highly awarded, nationally ranked, powerfully connected doctoral research university dedicated to transforming students' lives through small classes with world-class faculty, hands-on learning and innovative ways to support academic and career success. Adelphi offers exceptional liberal arts and sciences programs and professional training, with particular strength in our Core Four—Arts and Humanities, STEM and Social Sciences, the Business and Education Professions, and Health and Wellness. Recognized as a Best College by U.S. News & World Report, Adelphi is Long Island's oldest private coeducational university, serving almost 8,000 students at its beautiful main campus in Garden City, at learning hubs in Manhattan, the Hudson Valley and Suffolk County, and online. The University offers more than 60 undergraduate programs, more than 65 master's degree and doctoral programs, and more than 35 certificate programs in the liberal arts, the sciences and professional training. With powerful partnerships throughout the New York area, more than 116,000 graduates across the country, a growing enrollment of students from 43 states and 64 countries, and rising rankings from top publications and organizations, Adelphi is a dynamic community that plays a leadership role on Long Island and in the region.


To apply, visit https://phf.tbe.taleo.net/phf02/ats/careers/v2/viewRequisition?org=ADELPHI&cws=39&rid=2669

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