Supervisor-Service Desk

Northeastern University

Supervisor-Service Desk

Requisition Number: STFR000675

Division/College: Information Services

FT/PT: Full Time

Grade: 12

Position Summary:

The Division of Information Services is currently seeking a talented individual to fill the role of Service Desk Supervisor. The Service Desk Supervisor provides supervisory oversight of a service desk that provides support and training to faculty, staff and students relating to computer, audio visual and telephony hardware, connectivity, and various software applications within a high educational institution. Thoroughly ensures all work performed by the service desk is completed by all the service desk analysts and placed into the appropriate call-tracking medium. Routinely utilizes and contributes to the knowledgebase and actively promotes utilization to both internal and external customers. Oversees all troubleshooting Tier I, Tier II and some Tier III level issues, plus notification of system problems. Provides reports and statistical analysis upon request. Participates in project development and roll out implementation. Provides expert consultation on technology both current and future to various departments and must be adept at learning new technologies and services. Ensures proper staffing is in place and that staff is properly trained on all required technologies. To ensure services are provided to the university community, the employee will be required to work outside regular working hours and on some university holidays.

Qualifications:

The ideal candidate will hold a Bachelor’s degree in Computer Science Bachelor’s degree in Computer Science or a related area and have 2-4 years of proven successful supervisory experience in a technical customer service environment, within a higher educational environment is preferred. Also 4-6 years of extensive experience supporting connectivity, mobile devices personal computers, MacIntosh and Windows desktops and laptops, and Microsoft Outlook and other Microsoft applications as well as a portfolio of software applications for both personal productivity and collaboration. Experience in AV media and telephony a plus. ITIL, A+, Mac and Microsoft product certifications are a plus.

An understanding of knowledgebase general concepts with a passion for providing an end user self help experience is required. The position requires a logical and structured approach to troubleshooting and decision making with an emphasis on superior customer service. Familiarity with service desk applications and/or incident management environments desired. Excellent interpersonal, communication and organizational skills are required. A flexible schedule is a must as the Service Desk hours may include evenings, holidays, and weekends.

Additional Information:

Code: NEU638

To be considered for this position please visit our web site and apply on line at the following link: Careers@Northeastern

Northeastern University is an Equal Opportunity, Affirmative Action Educational Institution and Employer, Title IX University. Northeastern University particularly welcomes applications from minorities, women and persons with disabilities. Northeastern University is an E-Verify Employer.


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