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Oakton College · 15 hours ago

Help Desk Supervisor

Des Plaines, IL

Full-time

Onsite

Senior Level

$29.87/hr - $29.87/hr

5+ years exp

Oakton College is seeking a Help Desk Supervisor to lead their IT Help Desk operation, which serves as the primary customer support center for students and employees. The role involves overseeing daily operations, ensuring high-quality technical assistance, and mentoring IT support personnel while enhancing the overall customer experience.

Higher Education

Responsibilities

Oversee the daily operations of the IT Help Desk, ensuring timely and effective resolution of incidents and service requests

Manage the incidents and service requests in the IT service management software system, assign tickets, monitor queues, and ensure adherence to Service Level Agreements (SLAs)

Act as an escalation point for complex technical problems that cannot be resolved at the first tier

Collaborate with other IT teams to resolve escalated issues and implement new solutions

Create, monitor and analyze Help Desk tickets and metrics (e.g., response times, resolution rates, customer satisfaction, problem identification) to identify trends and areas for improvement that could lead to business process changes or solutions

Develop and maintain Help Desk policies, procedures, and best practices, which may include developing templates, standardizing communications, and ensuring implementation and communication of policies, procedures and best practices

Supervise, train, and mentor the IT Help Desk Assistant and a team of student employees, fostering a collaborative and high-performing environment

Oversee the creation and maintenance of comprehensive IT knowledge base articles, FAQs, and troubleshooting guides for both Help Desk staff and end-users, including applicable documentation and resources when new software is introduced at the college

Promote and maintain a high standard of customer service, ensuring all interactions are professional, courteous, and efficient

As needed, provide technical support for a wide range of hardware, software, network, and system issues, including but not limited to: Operating systems (Windows, macOS), Desktop and cloud applications, Desktop and laptop hardware, Network connectivity (wired and wireless)

Assist with IT projects as assigned, potentially including hardware deployments, software rollouts, or system upgrades

Other job-related duties as assigned

Qualification

IT Help Desk experienceIT Service ManagementTechnical documentationSupervisory experienceCustomer service skillsProblem-solving skillsCoachingChange managementAnalytical skillsHigher education experienceCompTIA A+ certificationNetwork+ certificationITIL Foundation certificationMicrosoft CertifiedCommunication skillsTime managementMentoringConflict management

Required

Bachelor's degree in a technology related field; or an equivalent combination of education and/or experience and/or certifications

Minimum of 5 years of experience in an IT Help Desk or technical support role or an equivalent combination of education and/or experience

At least 2 years of experience coordinating and tracking Help Desk tickets or an equivalent combination of education and/or experience

Course work, certification, or professional development in IT Service Management (ITSM) best practices

Excellent communication (verbal and written), interpersonal, and customer service skills

Ability to create and edit technical documentation

High proficiency in to prioritizing responsibilities, managing time effectively, and working under pressure in a fast-paced environment

Strong problem-solving and analytical skills

Preferred

Experience working in a higher education environment

At least 1-2 years of experience in a supervisory or lead role, preferably in an IT support environment

Certifications such as CompTIA A+, Network+, ITIL Foundation, Microsoft Certified: Modern Desktop Administrator Associate, or similar

Formal training in supervisory management skills, such as: Personality Strengths Awareness, Communication and Delegation Skills, Conflict Management, Customer Service, Time Management, Coaching and Mentoring, and/or Change Management