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Requisition ID:  9800

Service Desk Supervisor

Job Summary

Updated May 14, 2020  All interview and hiring processes will be postponed until later specified.  At this time we are still accepting applications.

 

Under the direction of the Service Desk Manager, oversee the orientation and training processes for new Service Desk Specialists in the Customer Service Center (CSC).  Lead and direct a group of staff in the day-to-day support and infrastructure support operations.  Monitor the quality of service provided by reviewing tickets and personal observation and providing guidance, praise and correction instruction as needed.  Develop a team and create a diverse, talented and capable workforce.  Develop and ensure that all trainees are presented with standardized material and evaluate their comprehension and progress throughout training.  Regularly review and update training material.  Explore new methods for learning and retaining materials, including customer service skills and troubleshooting techniques.  Act as an escalation point for Service Desk Specialists and carry out Major Incident Management procedures when necessary.  Coordinate schedules to ensure 24x7 coverage within the CSC. Perform customer support and infrastructure monitoring duties, such as password resets, requests for technical assistance, hardware/software troubleshooting, Event Management process duties, etc.


Required:

  • Associates degree in Management/Supervision, Computer Information Technology, Information Systems, or related field   
  • Two years of experience working in a help desk or call center environment.
  • In lieu of degree, consideration will be given to an equivalent combination of education and experience
  • Experience creating documentation.  
  • Exceptional customer service focus, strong instructional development background involving the design and creation of assessments surrounding the troubleshooting of basic and advanced computer problems   
  • Strong background in training techniques or the coordination of training processes
  • Proficiency in MS Office (PowerPoint, Excel, Access)  
  • Knowledge of ITIL or Service Management processes


Additional Information:

  • This position will either be on second (3 pm - 12 am) or third shift (11 pm - 8 am) and will supervise staff on second and third shift.
  • Purdue will not sponsor employment authorization for this position.
  • A background check will be required for employment in this position.
  • FLSA: Exempt (Not Eligible For Overtime) 
  • Retirement Eligibility: Defined Contribution Waiting Period.
  • Purdue University is an EOE/AA employer.  All individuals, including minorities, women, individuals with disabilities, and veterans are encouraged to apply.  


Nearest Major Market: Lafayette