Job Description

Job Description:
Supervise the IT Service Desk student workforce. Ensure that all technical issues are resolved or escalated appropriately by the call center and help desk teams. Implement processes to ensure continuous improvement of services provided to the community. Provide training and guidance for the Service Desk student workforce. Support the adoption of Information Technology Infrastructure Library (ITIL) practices to standardize the operation and provide a positive customer service experience.

PRINCIPAL DUTIES & RESPONSIBILITIES:

Manage student workforce with a campus-wide responsibility for all level one technical support needs.
Monitor trends, identify systemic issues to proactively support the community.
Address technical issues, questions, and requests with customer devices, university devices, supported services, and applications.
Show advanced knowledge and understanding of the university IT systems, applications, and processes.
Work collaboratively with IT colleagues to ensure efforts are well coordinated and effective communication is maintained.
Partner with Manager and IT colleagues to review existing service level agreements for services the IT department provides to the community.
Perform on-site visits to offices, classrooms, presentation spaces, and other spaces to provide troubleshooting, issue resolution, information gathering, and escalation related to networking, audio-visual, and other classroom equipment.
Resolve level one incidents that need escalated permission privileges (multifactor authentication resets, learning management system, active directory, etc.).
Determine goals for student call center and help desk team and conduct regular performance reviews.
Publish, update, and maintain "How To" and "Troubleshooting" guides for the SHU community as required.
Develop and maintain training solutions for the student call center and help desk team to prepare the personnel to resolve level one issues and escalate appropriately.
Establish and deploy a process for measuring success of the training solutions and customer satisfaction.
Maintain student schedules, manage timesheets, and ensure staff coverage for standard operations.
Identify training and service opportunities to increase knowledge scope of student team.
Review and improve event management processes including onsite support assistance.

Requirements:
Must be available to work certain weekends and evenings at various times throughout the year.

KNOWLEDGE AND SKILLS NEEDED:

Bachelor's degree in computer science or related technical field preferred
2+ years' work experience as a computer technician preferred (where applicable)
Experience troubleshooting hardware, software, and network connectivity issues on laptop/desktop computers (where applicable)
Strong customer service and problem-solving skills required.
Experience required with current operating systems and software such as: Windows 10/11, MacOS X, Microsoft Office Suite (Word, Excel, Access, Outlook, Teams)
Computer proficiency with MS office, Windows operating systems, Mac OS, email, project management software.
Excellent organizational skills
Mature sense of responsibility and judgment.
Good interpersonal skills