Service Desk Supervisor

Montclair, NJ
Apr 08, 2017
Institution Type
Four-Year Institution
Montclair State is New Jersey's second largest university. It offers the advantages of a large university - a broad undergraduate curriculum with a global focus, a wide variety of superior graduate programs through the doctoral level, and a diverse faculty and student body - combined with a small college's attention to students.

Posting Date February 6, 2017

Position Title Service Desk Supervisor

Vacancy # V-1254

Department Technical Support Services

Division Information Technology

Job Description


Reporting to the Associate Director of IT Support Services, the Service Desk Supervisor is responsible for providing the end user community with the software and hardware components required to support the academic programs, research and administrative needs of the University and to maintain our strategic commitment to infuse technology, wherever appropriate, into the teaching, learning and administrative processes at Montclair State University. This position will assist the University Community with hand's on, remote and phone support in the course of troubleshooting both software and hardware components. In addition, this position will provide active incident and problem management leadership for the IT Division. This position will be directly responsible for monitoring, maintaining and making necessary improvements as needed in the area of customer service and client satisfaction. In addition, this position will provide quality of service metrics and other necessary reporting to the Associate Director of IT Support Services. This position will be responsible for monitoring and follow up on all Technical Support Service related endeavors as well as incident management.


• Supervise IT Service Desk student assistants to ensure the highest level of technical and operational support is given to the campus community
• Supervise the day-to-day operations of the IT Service Desk
• Supervises and provides guidance to service desk staff, ensures that the services and functions of the service desk are executed properly, assigns personnel to appropriate operations, and evaluates their work
• Provide technical and operational support to student desktop support team members to ensure continuity of services to the campus community
• Field incoming requests from end users via telephone, instant messages, e-mail and self-service in a courteous manner
• Develop and communicate semester scheduling for IT Service Desk student personnel
• Provide "Quality of Service" reporting on incident management and established Service Level Agreements (SLA)
• Directly responsible for IT Service Desk student personnel interviewing, hiring, on boarding and terminations
• Mentor, advise and provide guidance to the IT Service Desk student assistants' staff.
• Thoroughly document the pertinent details of all IT Service Desk calls to contribute to the overall usefulness of the ServiceNow knowledgebase
• Continuously update IT Service Desk knowledgebase to ensure the most accurate level of technical information is provided
• Provide technical support and testing to the Division of IT for new initiatives
• Identifies, researches, resolves complex technical problems
• Prepare and author documentation about supported software applications, hardware configurations, policies and procedures related to the help desk
• Analyze business needs and new technology to make recommendations for improved practice and service
• Assist Associate Director of IT Support Services in the development of organizational policies and procedures for hardware and software
• Maintain and distribute IT Support Services Operation Manual and other departmental documentation
• Documents, tracks and monitors problems to ensure resolution in a timely manner
• Act as a lead support analyst, serve as an escalation point, and assist other IT Service Desk staff members
• Manages the escalation procedures and ensures service levels are maintained
• Plan, design, and deploy all new computer system software and hardware including, printers and other related peripheral hardware as used by the university
• Perform problem solving, technical assistance and support on various software applications and hardware issues
• Monitor client requests or problem reports to identify any systematic patterns which may require additional action
• Participate in the selection and performance management of staff members
• Demonstrate exceptional customer service and consistency by utilizing the IT Service Desk ticket tracking system (ServiceNow) to create, escalate, prioritize and resolve incidents in accordance with service level and urgency level agreements
• Work closely with other personnel on large scale computer deployments and re-imaging assignments
• Consistently update IT Service Desk social media and webpages.
• Attend and participate in departmental and University events and functions
• Continuously improve technical knowledge through training and self-study
• Provide training on supported technology to the IT Service Desk student personnel and other parties
• Coordinate delivery and asset management of hardware inventory
• Performs other duties as assigned.

The above statements reflect the general details considered necessary to describe the principal functions of the job as identified, and shall not be considered as a detailed description of all work requirements that may be inherent in the position.

Qualifications & Requirements

• A Baccalaureate degree from an accredited institution. Years of experience may be substituted for educational degree attainment at the discretion of the hiring authority
• Bilingual (Spanish) a plus
• 3-5 years' experience in an IT organization, preferably higher education
• A broad knowledge of current desktop operating systems and applications including, but not limited to, Windows 7 and 10, MAC OSX, Bomgar Remote Management solution, IMAP Email, Canvas or other learning management system, Citrix, standard web browsers and other educational technology
• Telephone support experience and strong diversified customer service background in a computer related field
• Knowledge and experience using ServiceNow ITSM or other incident management solution preferred
• Knowledge and demonstrated experience in Quality of Service initiatives, Business Process Engineering and Documentation (technical and end-user)
• ITIL Certification a plus
• Ability to work evenings or weekends on a per needed basis
• Demonstrate commitment to high quality customer service
• Ability to prepare and deliver training sessions on technical material
• Ability to prepare clear and detailed correspondence
• Ability to speak in public
• Ability to represent the university at conferences, seminars or meetings

Salary Range
Commensurate with Experience

Anticipated Start Date Open until position is filled

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Apply By Review begins immediately and continues until position is filled

Organizational Marketing Statement:

Building on a distinguished 105-year history, Montclair State University is proud to be a leading institution of higher education in New Jersey. The university's six colleges and schools serve more than 19,000 undergraduate and graduate students in 300 majors, minors, concentrations and certificate programs. Situated on a beautiful, 250-acre suburban campus just 14 miles from New York City, Montclair State combines the instructional and research resources of a large public university in a dynamic, sophisticated, and diverse academic environment.

EEO/AA Statement:

Montclair State University is an Equal Opportunity/Affirmative Action institution with a strong commitment to diversity. Additional information can be found on the MSU website at



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