Lead IT Support Coordinator

1 week ago


Nampa, Idaho, United States College of Western Idaho Full time

Position Overview:

The IT Help Desk Operations Supervisor plays a crucial role in managing the daily functions of the IT Help Desk Call Center. This position involves supervising part-time student staff and overseeing the Enterprise Solutions Management (ESM) application to enhance operational efficiency and support strategic initiatives.

Key Responsibilities:

  • Manage the daily activities of the IT Help Desk and Call Center, ensuring timely and accurate resolution of technical issues through various support channels.
  • Oversee the administration of the Enterprise Solutions Management (ESM) application, facilitating effective tracking and management of IT support requests while providing necessary training to help desk personnel.
  • Recruit, train, and supervise part-time student employees, ensuring they possess the skills required to deliver effective Level 1 support.
  • Monitor help desk performance metrics to identify trends and areas for improvement, implementing training as needed.
  • Develop and enforce standard operating procedures (SOPs) for common technical issues and escalations, maintaining a comprehensive knowledge base for reference.
  • Uphold high standards of customer service, addressing complaints and issues in a professional manner.
  • Conduct regular customer satisfaction assessments and analyze feedback to enhance service quality.
  • Manage scheduling and timekeeping for part-time student employees to ensure adequate coverage during peak times.
  • Provide Level 2 technical support for common IT issues, including password resets and basic troubleshooting.
  • Escalate complex issues to higher-level support teams as necessary, ensuring clear communication and documentation.
  • Stay informed about emerging technologies and best practices in IT support and help desk management.
  • Identify opportunities for operational enhancements and implement process improvements.
  • Participate in IT projects and initiatives, contributing insights from a Help Desk perspective.
  • Perform additional duties as assigned.

Qualifications:

  • Associate degree in Information Technology, Computer Science, or a related field, or equivalent experience.
  • A minimum of 3 years in an IT support role within a Microsoft enterprise environment, with at least 1 year in a supervisory capacity preferred.
  • Strong technical expertise in common IT issues and solutions, including proficiency in Windows and Mac operating systems and Microsoft Office Suite.
  • Experience with Microsoft CM and application deployment technologies is preferred.
  • Familiarity with IT Services Management (ITSM) or Enterprise Solutions Management (ESM) applications is advantageous.
  • Relevant certifications such as A+, Network+, MCSA, MCSE, or CCNA are preferred.
  • Experience in a higher education setting is a plus.
  • Proficiency with help desk ticketing systems and remote support tools.
  • Willingness to provide support outside of regular business hours as needed.

Application Instructions:

To be considered for this position, please submit a cover letter and resume.

Benefits:

The College of Western Idaho offers a comprehensive benefits package designed to support the well-being of our employees, including:

  • Competitive health insurance plans.
  • Retirement plans with employer contributions.
  • Health Savings Accounts and Flexible Spending Accounts.
  • Employer-paid life insurance and disability coverage.
  • Generous paid holidays and leave policies.
  • Tuition discounts for classes at CWI and other institutions.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, disability, veteran status, gender identity, sexual orientation, or any other applicable legally protected status.



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