IT Service Desk Supervisor

IT Service Desk Supervisor (Open)

Responsible for administering the help desk function to assist users with IT problems.

Responsibilities:

• Supervise and manage the daily activities and projects of a team of IT Service Desk Agents supporting all IT Service Desk functions, along with supporting Support Services operations.
• 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 roll out new initiatives, programs, systems, automation enhancements, and other technical solutions.
• Implement Process Improvements for Team. Recognize, evaluate, and identify areas for improvement.
• Supervise the daily activities of the IT Service Desk team, which support all IT Service Desk functions and DoIT operations.
• Continually assesses agent productivity and call activity to fully ensure maximum performance and support department service standards.
• 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.
• 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.
• Resolve escalations and issues without further escalation by providing superior customer service.
• Analyzes Service Desk trends to identify opportunities to improve the quality of IT offerings.
• Assist in authoring, maintaining, adhering to, and improving operating policies, procedures, and associated documentation.
• Contribute to and manage additional special projects assigned by the management team.

Minimum Qualifications:

• Bachelor's degree in computer technology, Information Systems (CIS/MIS) or a related technical discipline, or equivalent experience/training and 4 years of experience in IT Service Desk operations. Experience must include:
• Two (2) years of project/people leadership experience in a call center environment.
• Demonstrated knowledge of IT system fundamentals. Knowledge may be demonstrated through education, training and/or experience.
• ITIL Foundation – IT Service Management Certification.
• Part-time telecommuting authorized.

Benefits include medical, dental, prescription, long-term disability, accidental death and dismemberment insurance and life insurance; paid time for paid sick leave, annual leave, and personal leave; 12 paid holidays per year, tuition remission; employer-funded pension and supplemental retirement accounts.

Bowie State University shall not discriminate against any individual on the basis of race, color, religion, age, ancestry or national origin, sex, sexual orientation, disability, marital status or veteran status. All policies, programs, and activities of Bowie State University are and shall be in conformity with all pertinent Federal and state laws of nondiscrimination including, but not limited to: Title VII of the Civil Rights Act of 1964, as amended, Title IX of the Education Amendments of 1972, the Equal Pay Act of 1963, the Age Discrimination Act, Sections 503 and 504 of the Rehabilitation Act of 1973, the Americans with Disabilities Act of 1990, Federal Executive Order No. 11375, and Article 49B of the Annotated Code of Maryland. This commitment applies in all areas and embraces faculty, staff, and students.

Equal opportunity of access to academic and related programs shall be extended to all persons. Bowie State University shall have as its firm objective equal opportunity in recruitment and hiring, rate of pay, all other promotions, training, retention and dismissals, for all employees and applicants for employment. The University will stress equal access for employees and applicants for employment to all programs and services provided by the University both on and off campus. The University will also provide equal opportunity and an atmosphere of nondiscrimination with respect to women and members of minority groups in all its operations. In addition, the University shall promote equal opportunity and equal treatment through a positive and continuing Affirmative Action Program.

The University makes, and will continue to make, reasonable accommodations to promote the employment of qualified individuals with disabilities and disabled veterans, unless such accommodations would impose an undue hardship on the University's business.

In addition, employees and applicants will not be subjected to harassment, intimidation, threats, coercion, or discrimination because they have engaged in, or may have engaged in, activities such as filing a complaint, assisting or participating in an investigation, compliance review or hearing, or opposing any act or practice made unlawful, or exercising any other right protected by Section 503 of the Rehabilitation Act of 1973, as amended or the Vietnam Era Veterans Readjustment Assistance Act of 1974, as amended.