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The IT Client Services Supervisor provides operational insight with responsibility for delivering results for the university help desk.
Job Description Typical duties may include but are not limited to:
- Supervises the day-to-day activities of the Help Desk staff.
- Focuses on maintaining steady workflow and productivity, meeting service/productivity standards, and resolving operational problems.
- Identifies, evaluates, supports, and solves complex issues related to the Help Desk.
- Provides guidance and training.
- Resolves escalated problems referred by subordinate staff.
- Advises faculty, staff, and administrators regarding university policies and procedures related to their assigned area.
- Serves as a link between staff and manager by handling questions, interpreting and administering policies/procedures, and resolving work related issues.
- Creates and implements evaluations, assessment, and Help Desk strategic goals to assess and report effectiveness of services to supervisor and appropriate stakeholders.
- Notifies manager of any escalated problems that need to be reviewed.
- Tracks work orders in the work order system.
Other Duties:
- Performs other job-related duties as assigned.
- Serves as essential personnel and provides assistance in the event of an emergency on campus.
Additional Job Description Required Qualifications:
- This position requires a high school diploma and five years of full-time experience directly related to the job functions.
- Experience providing technology support.
- Experience working with recent Microsoft Windows/MacOS Platforms, recent versions of Microsoft Office.
- Experience working with a customer service ticketing system.
- Any appropriate combination of relevant education, experience, and/or certifications may be considered.
Preferred Qualifications:
- Bachelor's Degree from an accredited institution in an area of appropriate specialization.
- Experience in supporting users in a higher education environment.
- Experience with work order tracking systems, such as Zendesk or ServiceNow.
- 2 yearssupervisory experience.
Knowledge, Skills, & Abilities:
- Knowledge of basic networking concepts.
- Knowledge and experience using Windows, MacOS, Android, and IOS operating systems.
- Knowledge of common productivity software, such as Microsoft Office, presentation graphics, and printing.
- Knowledge and experience in troubleshooting and setup of computer hardware, software.
- Knowledge of supervisory principles, methods and techniques, such as goal setting, staff appraisals, and employee scheduling.
- Excellent organizational, time management, and problem solving skills.
- Skill in identifying complex problems and reviewing related information to develop and evaluate options and implement solutions.
- Ability to collaborate and work effectively with the community and willing to contribute to a team effort.
- Ability to effectively manage the work of others by providing information, guidance, and motivation.
- Ability to communicate technical guidance and instructions to non-technical users on the use of computers and other applications and systems.
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Florida Gulf Coast University
Mar 05, 2025