Bowie State University

IT Service Desk Supervisor

Bowie State University, USA · Staff+

Sponsorship not specifiedDetected 105 days ago

Leadership

About the role

Knowledge may be demonstrated through education, training and/or experience. - ITIL Foundation - IT Service Management Certification. - Part - time telecommuting authorized.
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.

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.
Completes scheduled and ad -hoc productivity reports for Support Services Management.
Manage the call queue to ensure service levels are maintained.
Contribute to and manage additional special projects assigned by the management team.

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.
Experience must include: - Two (2) years of project/people leadership experience in a call center environment. - Demonstrated knowledge of IT system fundamentals.

Not Currently Available
Conditions of Employment:
Additional Job Information:
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.

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 remis

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.
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.

This listing is sourced directly from Bowie State University's careers page and normalized into a canonical job model.