Service Desk Supervisor
Job Title: Service Desk Supervisor
Location: Tallahassee, FL
Full/Part Time: Full-Time
Job ID: 48781
108000 Information Technology ServiceEqual Employment Opportunity
An Equal Opportunity/Access/Affirmative Action/Pro Disabled & Veteran Employer.
FSU's Equal Opportunity Statement can be accessed here.
This position serves as supervisor for the Information Technology Services (ITS) tier one level two Service Desk (SD), unit within the FSU Information Technology Services Service Desk. Leads the unit that provides initial contact for all customer requests that range from general information and assistance to technical troubleshooting. Ensures that problems are resolved, or service is restored as quickly and efficiently as possible.
Supervises tier one level two Service Desk team that provides first contact for all customer requests. Ensures timely and effective customer service and resolution at first contact via phone calls, email, workflow and online chats to provide resolutions or service restoration as soon as possible. Support ranges from providing general information and assistance with workflow submissions to technical troubleshooting for IT services. Assists Service Desk staff with issues that require escalation to ITS Provider Groups or other departments. Coordinates outages and high priority issues. Assigns level two members to assist with outage escalations. Provides day to day supervision and scheduling of tier level two support staff. Ensures that Front- End Service Desk Phone Message and the ITS Newsfeed Message are using the same verbiage.
Provides for data entry and quality assurance of customer information, statistical data, and reporting to support the ITS workflow system(s) and other online systems. Creates and/or maintains documentation of procedures, literature, tip sheets, training aids, solution centers, knowledgebase and job aids to provide for continuous service improvement. Adheres to standards required to produce effective management reports to ensure all established policies, processes, and service commitments are met. Ensures that requests are routed to appropriate IT provider group(s) adhering to specified guidelines and using appropriate systems and recommended procedures. Other duties and special projects, as necessary. Participates with all areas of the ITS Service Desk in a team approach to provide depth of coverage.
Provides technical troubleshooting for the IT Services suite including detailed desktop applications, systems, and networking (wired and wireless). Must be familiar with all areas of FSU to assist with troubleshooting and if not supported, must have the knowledge needed to appropriately direct users to obtain problem resolution. Addresses technical and/or sensitive issues or emergencies (major technical incidents and outages) that must be escalated within ITS or to other departments.
Participates in training/testing initiatives related to new releases and/or changes to services/systems through collaboration with IT Provider Groups. Assists with testing, troubleshooting, and documentation to incorporate into Service Desk daily operations.
Participates in campaigns with the University community as needed, via phone calls and email and web tools. These campaigns could be small in scope to include a niche group or could represent a major notification to the entire FSU student, staff, and alumni. The Service Desk is the first response for call backs or return email to record the outcomes.
Performs duties in compliance with ITS policies, guidelines, and processes pertaining to support requests, work orders, project management, change management, and incident management. Appropriately utilizes associated tools in accordance with ITS standards.Qualifications
Bachelor's degree or a high school diploma or equivalent and four years experience or post high school education and experience equal to four years.
Ability to communicate effectively verbally and in writing.
Ability to establish and maintain effective working relationships.
Ability to prioritize, organize and perform multiple work assignments simultaneously.
Ability to utilize problem solving skills.
Ability to utilize technical skills.
Ability to demonstrate effective customer service skills.
Knowledge of standard concepts, practices, and procedures for computer support.Preferred
Experience in a call center/customer service environment
Experience using Microsoft Office/365 programsUniversity Information
One of the nation's elite research universities, Florida State University preserves, expands, and disseminates knowledge in the sciences, technology, arts, humanities, and professions, while embracing a philosophy of learning strongly rooted in the traditions of the liberal arts and critical thinking. Founded in 1851, Florida State University is the oldest continuous site of higher education in Florida. FSU is a community steeped in tradition that fosters research, encourages creativity, and embraces diversity. At FSU, there’s the excitement of being part of a vibrant academic and professional community, surrounded by people whose ideas are shaping tomorrow’s news!
Learn more about our university and campuses.
Negotiable based upon experiencePay Plan
This is an A&P (Administrative and Professional) position.FSU Total Rewards
FSU offers a robust Total Rewards package. Visit our website to learn more about our Compensation, Benefits, Wellness, Recognition, and Employee Development programs.
Use our interactive tool to calculate Total Compensation options based on potential salary, benefits and retirement contributions, earned leave, and other employment-related perks.
If not otherwise specified, schedule is M-F, 8-5.Criminal Background Check
This position requires successful completion of a criminal history background check. The background check will be conducted as authorized and in accordance with University Policy 4-OP-C-7-B11.How To Apply
If qualified and interested in a specific job opening as advertised, apply to Florida State University at https://jobs.fsu.edu. If you are a current FSU employee, apply via myFSU > Self Service.
Applicants are required to complete the online application with all applicable information. Applications must include all work history up to ten years, and education details even if attaching a resume.
Effective January 1, 2014, tobacco use, including simulated tobacco use, is prohibited on property, interior and exterior, owned or managed by Florida State University. This policy applies to all Florida State University students, employees, consultants, contractors, visitors, and external individuals.