IT Service Desk Supervisor - Office of Information Technology

S457

IT Service Desk Supervisor

Staff

Regular (PIN)

Exempt

$55,000-$65,000

01/26/2023

02/09/2023

No

• Leads the daily activities of the IT Service Des team, who support all IT Service Desk functions and DoIT operations.
• Continually assesses agent productivity and call activity in order to ensure maximum performance and fully supports department service standards.
• Monitor calls for quality, provide performance coaching and feedback.
• Sets and communicates goals and provides constructive feedback to create a high performance culture.
• Effectively communicates decisions to achieve understanding and acceptance of changes and/or direction.
• Collaborates with IT Operations to help meet the key operational objectives, along with providing seamless support to the end user.
• Collaborates with internal departments to rollout new initiatives, programs, systems, automation enhancements, and other technical solutions.
• Completes scheduled and ad-hoc productivity reports for Support Services Management.
• Provides timely escalation and initiates remediation efforts by engaging appropriate teams.
• Track attendance and performance of team and individuals.
• Assist in performance ratings of team members at year end.
• Manage the call queue to ensure service levels are maintained.
• Implement Process Improvements for Team.
• Recognize, evaluate and identify areas for improvement.
• Resolve escalations/issues without further escalation by providing superior customer service.
• Analyzes Service Desk trends to identify opportunities to improve the quality IT offerings.
• Assist in authoring, maintain, adherence to and improve operating policies, procedures and associated documentation.
• Contribute to and manage additional special projects assigned by the management team.
• Other: Interviewing candidates, providing input on hiring, training, client meetings, team meetings.
• Other duties as assigned.

Bachelor’s degree in Computer Technology, Information Systems (CIS/MIS), or related technical discipline, or equivalent experience/training.

• 4 years of experience in an IT Service Desk capacity
• 2 years of leadership experience in a call center environment and/or within an IT Service Desk
• ITIL Foundation
• A+ Certification preferred

• Proven ability to manage multiple tasks, stay organized, and effectively handle shifting priorities in a dynamic work environment
• Demonstrated ability to positively lead a team in a fast-paced, ever-changing environment
• Ability to think creatively and demonstrate problem-solving skills
• Strong working knowledge of IT system fundamentals
• Strong analytical and organizational skills, as well as accuracy and attention to detail
• Ability to provide timely feedback related to customer service

Please be advised, COVID-19 vaccinations are strongly encouraged but not required for eligible faculty and staff employed by Bowie State University. This protocol may be subject to change.

Non-Union Position.

BSU offers a generous benefits package, which includes 22 vacation days, 13 holidays, 15 sick days; comprehensive health insurance and retirement options; and tuition remission for employees and their dependents at any of the University System of Maryland schools.

Eligible for some remote hours.

https://bowiestate.peopleadmin.com/postings/2622