Supervisor, Service Desk
: Job Details :

Provides guidance, training, mentoring and general oversight of the Service Desk, whose primary role is to support the complex technical environment of the University community and its end-user base. Works with Service Desk leadership to monitor and evaluate personnel and brings forward any performance issues or concerns. Assists with reporting on staff and team metrics. Provides daily third-level advisory support to agents and other IT areas in the University. Provides leadership in executing projects and initiatives that enhance the customer service base. Acts as an escalation point for other Service Desk personnel for issues that may require additional troubleshooting or expertise as a Subject Matter Expert. Maintains ownership for select Saas relationships and escalates to these vendors for incident remediation. Participates in incident response with Service Desk leadership. Assists Service Desk staff with inbound phone calls during peak periods or during major incidents when the c...Service Desk, Supervisor, Customer Service, Evaluation, Support, Technical, Technology, Education