"Help Desk Supervisor - Oakton College"

Basic Function and Responsibility:

The Help Desk Supervisor position is responsible for leading the Help Desk operation, Information Technology's (IT) primary customer support center for students and employees. This role involves overseeing daily support operations, ensuring the delivery of high-quality technical assistance, and enhancing the customer experience by monitoring support cases across IT and coordinating internal service level standards. The Help Desk Supervisor is responsible for leading, training, and mentoring IT support personnel (including student employees), identifying and prioritizing support cases, and acting as the primary resource for escalating complex technical issues.

Characteristic Duties and 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.

Supervision Received:

General supervision is received from the User Support Services Manager, Help Desk and Des Plaines.

Supervision Exercised:

Supervision is exercised over IT Help Desk Assistant and Help Desk student employees. Project based functional supervisor over other IT Department personnel.

Job Requirements:

Required Qualifications

• 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 Qualifications

• 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.

Working Conditions

Light lifting up to 10 lbs. and light carrying up to 10 lbs. Ability to reach above shoulder. Periods of time spent sitting, standing, walking, kneeling, bending and stooping. Mobility to move from building to building on-campus and to visit off-campus entities. Work is performed in a general office environment. Little or no exposure to adverse working conditions.

Additional Information:

HOURS: Monday - Friday 8:15 am - 5:00 pm

SALARY: The hourly salary of this position is $29.87 which equates to $60,189 annualized based on Oakton's summer hours schedule.

This is not a remote position.

For information regarding employment eligibility, please visit our employment at Oakton web page.

Equal Opportunity Employer