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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 IT Support Services Manager, this role is pivotal in steering the College's Information Technology Help Desk Support team to ensure an outstanding technical support experience for students, faculty, staff, and visitors.

This position requires on-site presence.

Key Responsibilities


• Provide first-level technical assistance to faculty, staff, students, and affiliates utilizing the College's technological resources.

• Recruit, train, and guide a high-performing Help Desk team dedicated to delivering positive customer experiences.

• Establish and maintain best practices throughout the technical support lifecycle.

• Define specific customer service benchmarks.

• Guarantee timely and accurate customer service on a daily basis.

• Generate daily, weekly, and monthly reports on Help Desk team performance.

• Develop a proactive hardware management system leveraging inventory and automated deployment tools.

• Install and configure software on end-user workstations.

• Disassemble computers and integrate new components as necessary.

• Address various audio-visual requirements in meeting rooms and across the campus.

Required Qualifications: Education and Experience


• An Associate's Degree or higher in BIS/MIS/CS is preferred but not mandatory.

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

• CompTIA A+, CompTIA Network+, or equivalent certification is preferred.

• Proven experience leading a team of at least four direct reports in a technical support capacity.

• Background in a customer-centric, high-touch environment where exceptional service is prioritized (e.g., retail technology environments).

• Experience in an educational setting is advantageous.

Other Skills: Key Skills & Knowledge


• Demonstrated ability to create and implement processes that ensure outstanding customer experiences in an IT support operation.

• Proven track record in leading technical support teams to develop and apply processes that guarantee service excellence in hardware/software support.

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

• Expertise in Windows desktop operating systems (Windows 10, 11) installation, configuration, and troubleshooting within an Active Directory environment.

• Proficient in Mac OS installation, configuration, and troubleshooting in a corporate setting.

• Familiarity with iOS and Android configuration and troubleshooting for mobile devices.

• Basic understanding of network connectivity to support campus-wide connectivity for computers and mobile devices.

• Proficient in using, configuring, and troubleshooting common desktop and web-based applications, including:
o Microsoft Office Suite
o Google G Suite
o Modern web browsers (Chrome, Firefox, Edge, Safari)
o Video conferencing tools (e.g., Zoom, Teams, Google Meet, etc.)

• Knowledge of effective file backup and recovery methods on desktop computers using tools like Time Machine, Backblaze, or similar.

• Experience with network testing tools is a plus.

• Familiarity with basic troubleshooting of network switches, patch panels, and access points is a plus.

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

• Experience with ITIL standards in an IT Services environment is a plus.

• Experience in computer/device asset tracking and maintaining compliance documentation is advantageous.

Code of Commitment

Represent Hillsdale College positively by promoting the liberal arts and the College's core principles. The Mission Statement should guide all aspects of this role.