Address
Form of workTechnology Support Supervisor
Position Approval Date:12/01/2023
Is this position budgeted?:Yes
Is this position an essential position?:No
About Susquehanna:As a living, learning and working community, Susquehanna University affirms its commitment to being an engaged, culturally inclusive campus. As we seek to embody the rich diversity of the human community, we commit ourselves to the full participation of persons who represent the breadth of human difference. The university encourages candidates from historically underrepresented groups to apply. Susquehanna University is an Equal Opportunity Employer.
Susquehanna University is a national liberal arts college committed to excellence in educating students for productive, creative and reflective lives of achievement, leadership and service in a diverse, dynamic and interdependent world. Its more than 2,300 undergraduates come from 35 states and 22 countries, and all students study away through Susquehanna’s unique Global Opportunities program. Susquehanna University’s 325 acre campus, noted for its beauty, is located in Selinsgrove, Pennsylvania, 50 miles north of Harrisburg in the scenic Susquehanna River Valley, about a three hour drive from Philadelphia, Washington, D.C., and New York City. For more information, please visit https://www.susqu.edu.
Job Summary
Reports to the Chief Information and Security Officer. The Technology Support Supervisor is responsible for overseeing the operation and maintenance of the University’s Help Desk. This position oversees a team of Technology Support Specialists, providing technical guidance, and ensuring our clients receive exceptional service and solutions. They identify, analyze, and solve complex computer desktop support problems on Windows and Macintosh OS, and has strong knowledge of Microsoft Office. Responsible for the technical administration and daily support of all client end technology; and the development and maintenance of corresponding technical documentation. The Technology Support Supervisor will help to ensure a positive user experience with IT devices and services. Collaboration with other members of the Office of Information Technology is a critical component to campus community service delivery. This position is considered non-exempt under FLSA regulations.
Specific Responsibilities· As the Technology Support Supervisor at you will play a pivotal role in ensuring the efficient and effective operation of our University’s Help Desk.· Lead, manage, train, and coach the Technology Support Services team to provide the highest level of service to the University· Identify and implement opportunities for performance improvement of hardware, software and any supporting infrastructure and supporting services by employing IT Service Management (ITSM) best practices· Ensure the delivery of technical support and incident resolution to all customers and provide regular reports to management and customers documenting various metrics· Proficient in IT ticketing systems to efficiently track, prioritize, and resolve technical issues· Define, manage, and maintain Service Level Agreements (SLAs)· Organizing and overseeing computer and peripheral inventory, ensuring accurate tracking and timely replenishment.· Oversee utilization of computer imaging software to edit, enhance, and analyze visual data for various applications, ensuring high-quality output· Software licensing
Knowledge, Skills, AbilitiesQualified applicants must possess strong interpersonal skills and be customer service-centric. Skilled at written and verbal communication, including formal presentations to groups. Ability to set priorities and advocate team concepts; work collaboratively with faculty and staff. Excellent multitasking abilities, strong attention to detail, and organizational skills are required. Proficiency working in and utilizing a ticket system.
Education and ExperienceMinimum earned bachelor’s degree is required. Five years of technology-related service experience required. Experience leading a support team and experience in a higher education setting preferred.
Physical DemandPosition requires the ability to stand or sit for extended periods of time. Position requires the ability to move about the campus. Position requires the ability to talk and to hear instruction. Position requires occasional manual dexterity and the ability to use fingers, hands, and arms to feel, handle, and reach. Position requires occasional stooping, crouching and bending. Position requires the ability to occasionally lift up to 50 pounds. Working conditions are indoor.
Experience leading a support team and experience in a higher education setting preferred.
Yes
Number of Months:12 months
Status:Full-Time Benefits Eligible
Posting Date:12/01/2023
Full-Time/Part-Time:Full Time
Open Until Filled:No
Posting Number:AH01095
