Technology Support Supervisor

Susquehanna University

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Job Label:AH01095

This opportunity reports to the Chief Information and Security Officer. The Technology Support Supervisor is responsible for overseeing the operation and maintenance of the University's Help Desk.

This position oversees a team of Technology Support Specialists, providing technical guidance, and ensuring our clients receive exceptional service and solutions. They identify, analyze, and solve complex computer desktop support problems on Windows and Macintosh OS, and has strong knowledge of Microsoft Office.

Responsible for the technical administration and daily support of all client end technology; and the development and maintenance of corresponding technical documentation. The Technology Support Supervisor will help to ensure a positive user experience with IT devices and services. Collaboration with other members of the Office of Information Technology is a critical component to campus community service delivery. This position is considered non-exempt under FLSA regulations.

Specific Responsibilities

As the Technology Support Supervisor at you will play a pivotal role in ensuring the efficient and effective operation of our University's Help Desk.

Lead, manage, train, and coach the Technology Support Services team to provide the highest level of service to the University

Identify and implement opportunities for performance improvement of hardware, software and any supporting infrastructure and supporting services by employing IT Service Management (ITSM) best practices

Ensure the delivery of technical support and incident resolution to all customers and provide regular reports to management and customers documenting various metrics

Proficient in IT ticketing systems to efficiently track, prioritize, and resolve technical issues

Define, manage, and maintain Service Level Agreements (SLAs)

Organizing and overseeing computer and peripheral inventory, ensuring accurate tracking and timely replenishment.

Oversee utilization of computer imaging software to edit, enhance, and analyze visual data for various applications, ensuring high-quality output

Software licensing

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As a living, learning and working community, Susquehanna University affirms its commitment to being an engaged, culturally inclusive campus. As we seek to embody the rich diversity of the human community, we commit ourselves to the full participation of persons who represent the breadth of human difference.

The university encourages candidates from historically underrepresented groups to apply. Susquehanna University is an Equal Opportunity Employer.

Susquehanna University is a national liberal arts college committed to excellence in educating students for productive, creative and reflective lives of achievement, leadership and service in a diverse, dynamic and interdependent world. Its more than 2,300 undergraduates come from 35 states and 22 countries, and all students study away through Susquehanna’s unique Global Opportunities program. Susquehanna University’s 325 acre campus, noted for its beauty, is located in Selinsgrove, Pennsylvania, 50 miles north of Harrisburg in the scenic Susquehanna River Valley, about a three hour drive from Philadelphia, Washington, D.C., and New York City.

For more information, please visit https://www.susqu.edu.

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