Helpdesk Supervisor
Primary Function:
Lead and supervise helpdesk activities and assigned student workers. Ensure customers receive timely and accurate assistance with technical issues. Identify when to escalate a technical issue and manage the escalation process ensuring communication and problem resolution.
Administrative Responsibilities:
- Ensure adherence to IT helpdesk policies, procedures, and service level agreements.
- Coordinate with other IT teams to ensure efficient problem resolution and seamless service delivery.
- Develop and implement training programs to enhance the skills and knowledge of the campus community.
- Analyze helpdesk performance metrics, identify areas for improvement, and implement corrective actions.
- Oversee the inventory, maintenance, and distribution of checkout equipment.
- Keep a variety of webpages up to date with relevant technical and training content.
- Assist with troubleshooting hardware, software, and network issues.
- Provide technical support to students, faculty, and staff.
- Manage helpdesk ticketing system and track incident resolution.
- Stay up to date with emerging technologies and industry trends.
- Recruit, train, and develop a team of dedicated student helpdesk workers as Tier 1 support for the Hanover College community.
- Assign tasks, monitor performance, and provide ongoing guidance and support to direct reports.
- Create a collaborative and productive environment for helpdesk student workers and other IT professionals.
N/A
Other Responsibilities:
- Promote a positive image of Hanover College and represent the College in accordance with the College’s mission, principles, and strategic plan.
- Support and is an advocate for the College’s diversity, equity, and inclusion efforts, goals, and mission.
- Perform / complete other projects and tasks assigned by the Assistant Director for IT User Services and/or the Chief Information Officer.
Education, Certifications, Training, Experience
- Bachelor’s degree in computer science or information technology preferred.
- Minimum 3 years professional experience in IT helpdesk management or supervision preferred.
- Strong technical skills, including hardware, software and networking
- Experience with helpdesk ticketing systems and IT service management tools
- Excellent verbal and written communication skills
- Excellent interpersonal and customer service skills
- Is patient, provides good explanations/information to end users, and is thoughtful with responses
- Asks good questions and is empathetic
- Is responsive and has ability to work in a fast-paced environment
- Supervision experience; proven ability to lead and motivate a team of student employees
- Provide clear direction on work and tasks assigned to direct reports; ability to effectively delegate
- Strong organizational and time-management skills
- Ability to prioritize and meet deadlines
- Strong analytical and problem solving skills
- Detail-oriented and strong recordkeeping skills
- Ability to work independently and in team environments
- Is proactive and self-motivated
- Frequent screen time
- Sitting at desk or workstation
- May require some evening and weekend work as well as overnight and/or out-of-town travel
- Lifting up to 25-30 lbs.
- Climbing of stairs
- Walking to/from buildings, across campus, etc.
- Equipment installs may require bending, squatting, etc., in and around workstations
Hanover College is an Equal Opportunity Employer committed to providing an inclusive, welcoming, and diverse college environment. We seek candidates of all backgrounds regardless of age, race, color, disability, gender, gender expression, gender identity, national origin, marital status, religion, sex, sexual orientation, or veteran status. No person, on the basis of protected status, shall be excluded from participation in, be denied the benefits of, or be subjected to unlawful discrimination, harassment, or retaliation under any College program or activity, including with respect to employment terms and conditions. We embrace diversity and encourage all who are interested to apply.
