Client Support Supervisor

Position Details Dept Number/Name: 0-3510-000 / Information Technology College Division: Info Tech-Information Tech Salary Plan: Staff Job Code/Title: 4382 / Client Support Technician III Hiring Salary/Salary Range: $55,197 Position Number: 00055104 Work Flexibility: Work hours can include evenings, weekends, and University holidays. Primarily remote, may come to campus as needed ORGANIZATIONAL SUMMARY: Located in the vibrant and diverse Tampa Bay region of Florida's gulf coast, the University of South Florida (USF) is a Preeminent State Research University with campuses in Tampa, St. Petersburg and Sarasota-Manatee.

Rated as one of the top places to live in the U.S., Tampa Bay offers a high quality of life, year-round sunshine, and easy access to top-rated entertainment. USF is one of the nation's largest public universities, serving more than 50,000 students with an annual budget of $1.8 billon. Over the past five years, USF has been the fastest-rising university in the nation, public or private, on the U.S.

News and World Report's list of best universities, which it ranks as the 44th best public university in America. USF is proud to be an innovating partner within the Tampa Bay region, listed by Forbes as the top emerging tech city in the country. USF Information Technology (USF IT) provides technology services and support for the University of South Florida.

The IT team, led by the Vice President and CIO, provides the following services: Administrative Services, Client Support, Communication Services, Teaching and Learning, Analytics and Reporting, Mobile and Web Services, Consulting Services, Cybersecurity Service and Research Technologies. For more information, please visit: Information Technology | University of South Florida (usf.edu) ADDITIONAL INFO FOR APPLICANTS: The selected candidate must have current work authorization in the United States. This position is not eligible for Visa Sponsorship.

USF offers GREAT BENEFITS to full time employees!! Medical Insurance Dental Insurance Vision Insurance Paid Vacation Days Paid Sick Days 11 Paid Holidays Various Retirement Options, including 401K employer match Tuition Assistance (available for yourself, spouse, partner or dependent) For more information about your total compensation package and other USF benefits, please visit: Work at USF POSITION SUMMARY: The USF IT Service Desk plays an instrumental role in supporting faculty, staff, and students in their use of technology for educational, research, and administrative pursuits. The Client Support Supervisor is responsible overseeing and coordinating the IT Service Desk?s day-to-day Client Support activities, ensuring timely and accurate resolution of user problems and concerns with respect to the client?s technology needs.

This includes support via remote, phone, email, walk-up and chat. The Client Support Supervisors over the USF IT Service Desk will be responsible for hiring/training/scheduling of staff for tier I technical support positions as well as assessing, monitoring, and reporting on a variety of KPIs associated with the team and the individuals that make it up. In addition, because the USF IT Service Desk?s hours of operation are not limited to normal University business hours, Client Support Supervisors work frequently requires a non-standard schedule.

Work hours can include evenings, weekends, and University holidays. RESPONSIBILITIES: Client Support Supervisors oversee tier I technical support provided to university community and guests via phone, chat, walk-up, email and remote. Their teams support (non-exhaustive): endpoints, peripherals, applications, operating systems, printing, and access.

Their teams are responsible for documenting, troubleshooting, pathing, escalating and follow-up, on each incident or service. Supervisors are tasked with ensuring initial response, communication, and resource allocation to emerging exigent issues. Client Support Supervisors participate in the interviewing, hiring, termination, and review of employees on tier I teams.

This includes examining a variety employee specific metrics to ensure team members are meeting productivity norms; and, reading transcripts, listening to recordings of tech/customer interactions, and having 1 on 1 conversations to verify not only that technical information is accurately provided but that the interactions themselves are professional and courteous. Client Support Supervisors oversee the production of robust training materials for their team. Provide necessary training/assessment/ongoing development of their team on the wide diversity of hardware, software, and infrastructure our USF Community relies on.

Training includes troubleshooting access and licensing issues as well as the appropriate use of internal IT communication and documentation methods i.e. JSM, Teams, Outlook, Virtual TimeClock, Community WFM, Confluence. Client Support Supervisors should attend all meetings as requested.

This includes working with stakeholders to ensure accurate information and appropriate functionality needs are met. Performs other duties as assigned POSITION QUALIFICATIONS: MINIMUM: This position requires a high school diploma or equivalent, with four years of customer service or IT experience. Appropriate college coursework or vocational/technical training may substitute at an equivalent rate for the required experience.

Possession of a valid Florida driver's license is required. USF Tampa Information for Applicants This position is subject to a Level 1 criminal background check. Job Opening Number: 35572 Posting Date: 11/01/2023 Posting End Date: 12/01/2023 How to Claim Veteran's Preference: This position allows eligible veterans and their spouses to claim Veterans' Preference pursuant to Florida Statute 295.

Applicants claiming preference are responsible for providing required documentation AT THE TIME OF SUBMITTING APPLICATION; such documentation is required for eligibility determination. Supporting documentation, in addition to the DD214, may be required based on eligibility criteria. If you are submitting a DD 214, please ensure the social security number and date of birth is redacted/removed.

For information on obtaining a DD 214 visit http://www.archives.gov/veterans/military-service-records/ or call 1-866-272-6272. How To Apply Click on the Apply Now button. When applying to an opening you will have the opportunity to upload a cover letter and resume.

Apply online by completing the required information and attaching your cover letter and resume. Please include your experience as it relates to the qualifications stated above. YOUR COVER LETTER AND RESUME, PLUS ANY OTHER REQUESTED MATERIAL, MUST BE IN ONE ATTACHMENT.

Only online applications are accepted for this position. Click here for additional tutorial information. To request an accommodation with the application or interview process, please contact Central Human Resources by telephone: 813-974-2970 or email HR-ADA-Request@usf.edu.

Equal Employment Opportunity USF is an equal opportunity, equal access academic institution that embraces diversity in the workplace. The University of South Florida does not discriminate on the basis of sex and prohibits sexual harassment. Any person may report sex discrimination, including sexual harassment (whether or not the person reporting is the person alleged to be the victim of conduct that could constitute sex discrimination or sexual harassment), in person, by mail, by telephone, or by electronic mail, using the contact information listed for the Title IX Coordinator.

Reports may be made at any time either online or directly to the University's Title IX Coordinator. USF's Equal Opportunity Affirmative Action Statement. Federal Rights Applicants have rights under Federal Employment Laws: Family and Medical Leave Act (FMLA), Equal Employment Opportunity (EEO) and Employee Polygraph Protection Act (EPPA).

Work Location Campus map and location overview: USF - Tampa Campus About USF The University of South Florida is a high-impact global research university dedicated to student success. Over the past 10 years, no other public university in the country has risen faster in U.S. News and World Report's national university rankings than USF.

Serving more than 50,000 students on campuses in Tampa, St. Petersburg and Sarasota-Manatee, USF is designated as a Preeminent State Research University by the Florida Board of Governors, placing it in the most elite category among the state's 12 public universities. USF is a member of the American Athletic Conference.

Working at USF With more than 16,000 employees at USF, the University of South Florida is one of the largest employers in the Tampa Bay region. At USF you will find opportunities to excel in a rich academic environment that fosters the development and advancement of our employees. We believe in creating a talented, engaged and driven workforce through on-going development and career opportunities.

We also offer a first class benefit package that includes medical, dental and life insurance plans, retirement plan options, tuition program and generous leave programs and more. To learn more about working at USF please visit: Work Here. Learn Here.

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