IT Support Supervisor

Responsibilities:

• Provide leadership and direction to a team of 3 Technology Support Specialists.
• Oversee daily help desk operations, ensuring efficient resolution of technical issues for students, faculty, staff, and other constituencies.
• Troubleshoot hardware, software, and network problems.
• Maintain a strong working knowledge of Google G Suite, Microsoft Windows and Office, MacOS, common educational software applications, and Apple devices (in preparation for a large rollout in August).
• Collaborate with other departments to identify and implement technology solutions.
• Develop, implement, and monitor service level agreements (SLAs) for the help desk.
• Mentor and train technical support staff.
• Track and report on key performance indicators (KPIs) for the help desk.

Qualifications:

• Previous experience in a supervisory or leadership role within a help desk or technical support environment (required).
• Proficiency in troubleshooting hardware, software, and network issues (required).
• Strong knowledge of Google G Suite, Microsoft Windows and Office, MacOS, and common educational software applications (required).
• Experience with Apple devices a plus (given upcoming large-scale deployment).
• Certifications such as CompTIA A+, ITIL, or HDI Support Center Supervisor preferred.
• Excellent communication, interpersonal, and collaboration skills.

Benefits:

• Full-time, 12-month, exempt position with a competitive benefits package.
• Summer schedule: Monday-Thursday on-site, Friday off (35-hour work week).
• Opportunity to work in a collaborative and supportive environment.
• Make a positive impact on the learning experience of students.