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IT Support Services Supervisor

2 months ago

Hillsdale, United States Hillsdale College Full time

Position Title: Support Services Manager

Department: Information Technology Services

Position Type: Staff

Job Overview: Role Summary

As the Support Services Manager for Information Technology, this role is pivotal in overseeing the Help Desk Support team, ensuring a superior technical support experience for all stakeholders including students, faculty, staff, and visitors.

This position is required to work on-site.

Key Responsibilities


• Provide first-level technical assistance to users of the College's computing systems.

• Recruit, train, and guide a team of skilled Help Desk technicians to enhance customer satisfaction.

• Develop and implement best practices throughout the technical support workflow.

• Establish clear customer service benchmarks.

• Guarantee prompt and precise customer service on a daily basis.

• Generate regular reports detailing the Help Desk team's performance metrics.

• Create a proactive system for hardware management utilizing inventory and automated deployment tools.

• Install and configure software on user workstations.

• Disassemble and upgrade computer hardware as required.

• Assist with various audio-visual requirements in meeting spaces and across the campus.

Required Qualifications: Education and Experience


• An Associate's Degree or higher in a related field is preferred but not mandatory.

• A minimum of 5 years in a technical support leadership role or equivalent experience is essential.

• Relevant certifications such as CompTIA A+, CompTIA Network+, or similar are advantageous.

• Proven experience in leading a technical support team of at least four members.

• Background in a customer-centric environment where exceptional service is prioritized is preferred.

• Experience in an educational setting is a plus.

Additional Skills: Essential Knowledge & Abilities


• Demonstrated ability to create and implement processes that enhance customer satisfaction in IT support.

• Proven track record in leading technical support teams to ensure service excellence.

• Proficient in developing and documenting standard operating procedures for internal support teams.

• Expertise in installing, configuring, and troubleshooting Windows desktop operating systems in an Active Directory environment.

• Familiarity with Mac OS installation and troubleshooting in a corporate setting.

• Knowledge of mobile device configuration and troubleshooting for iOS and Android platforms.

• Basic understanding of network connectivity to support campus-wide access for devices.

• Proficient in using and troubleshooting common software applications, including:
o Microsoft Office Suite
o Google G Suite
o Modern web browsers
o Video conferencing tools

• Understanding of file backup and recovery processes on desktop systems.

• Experience with network testing tools is a plus.

• Familiarity with basic troubleshooting of network hardware is beneficial.

• Working knowledge of Microsoft Office 365 and user administration in Active Directory.

• Experience with ITIL standards in a technology services environment is advantageous.

• Knowledge of asset tracking and compliance documentation practices is preferred.

Commitment to Values

Represent the values of Hillsdale College by promoting its mission and principles in all aspects of the role.