Bowie State University
IT Service Desk Supervisor
Bowie State University, USA · Staff+
Sponsorship not specifiedDetected 191 days ago
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Entry-level history60
PERM / green-card track50
Fits your clock70
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About the role
- 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.
- 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.
Requirements
- 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.
Nice to have
- 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.
Compensation
- 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
Benefits
- 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.
Equal opportunity
- equal opportunity in recruitment and hiring, rate of pay, all other promotions, training, retention and dismissals, for all employees and applicants for employment.
- equal opportunity and an atmosphere of nondiscrimination with respect to women and members of minority groups in all its operations.
- equal opportunity and equal treatment through a positive and continuing Affirmative Action Program.
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This listing is sourced directly from Bowie State University's careers page and normalized into a canonical job model.