Help Desk Supervisor
Core
Supervising student support workers and providing technical expertise for computer hardware, software, and networking services to faculty, staff, and students, including managing the student laptop program.
Role type
User Support Supervisor
Builds
Student laptop deployment and support services, campus computer troubleshooting, and helpdesk operations
Domain
Higher Education / IT Support
Deliverable
client delivery
Required skills
team leadership, problem diagnosis, hardware/software troubleshooting, policy development, data analysis, risk assessment, training delivery, inventory management, stakeholder communication
Preferred skills
analytical ability, attention to detail, process improvement, technology implementation consultation
Technologies
operating systems, utilities, security tools, backup/restore software, campus-supported software, printer peripherals, databases
Responsibilities
Guide daily activities of student support workers, monitor ticketing system for timely service, establish policies for high service performance, troubleshoot hardware/software/network problems, maintain student laptop inventories, conduct training sessions for faculty and students
Seniority
Supervisory, hands-on IC