IT Support Center, Supervisor

POSITION SUMMARY:  The IT Support Center Supervisor oversees the day-to-day operations of the IT Support Center, supports technicians, provides advanced technical support to technicians and users, oversees projects involving new technologies, and assists in planning hardware deployments.

PRINCIPAL DUTIES AND RESPONSIBILITIES:

• Oversee day-to-day operations of the IT Support Center


• Develop strategies for improving customer service.


• Handle customer complaints and escalate to management as necessary.


• Review customer tickets to ensure internal procedures are followed and SLAs are met.


• Lead multiple teams of technicians.


• Conduct meetings with technicians and team leaders.


• Evaluate new technologies and make recommendations for implementation.


• Make recommendations for hardware purchases and upgrades.


• Assist with planning deployments of new and upgraded hardware and software.


• Implement processes to create efficiencies and improve service through automation.


• Research computer issues and offer resolutions based on research.


• Assist technicians to provide solutions to users’ issues.


• Respond quickly and competently to technician requests.


• Maintain Support Center documentation.


• Create processes to document closely affiliated business technology products and services costs.


• Generate KPI reports for IT management and closely affiliated businesses.


• Assist IT to maintain a high level of customer service.


• Other duties as assigned by manager

REQUIRED KNOWLEDGE, SKILLS AND ABILITIES:

• Proven leadership ability


• Exhibited knowledge of operating system platforms such as Windows and Mac


• Basic knowledge of LAN, hubs, switches, and network configuration


• Experience in technical computer support


• Ability to interface with users and discuss issues


• Understanding of software end user license agreements


• Advanced knowledge of computer system hardware and software components


• Advanced working knowledge of office and non-standard applications


• Ability and willingness to learn new technologies


• Good interpersonal and communication skills


• Desire to teach others about the technology field


• Ability to lead others


• Ability to work with frequent interruptions


• CompTIA A+ preferred but not required

An applicant must be a born-again Christian who has a personal relationship with Jesus Christ. Each applicant must agree with and affirm the Bob Jones University creed, mission (see https://www.bju.edu/about/creed-mission.php) and core biblical doctrines regarding areas such as the Bible, the triune God, man and salvation, etc.  Employees are expected to maintain a conservative lifestyle and support Bob Jones University’s positions on issues such as beverage alcohol and addictive substances, creation, marriage and human sexuality and the sanctity of life, etc., (https://www.bju.edu/about/positions.php). Employees are to be active members of a local Bible believing church which holds orthodox theology.  Applicants must be committed to providing students an excellent, worldclass education from a biblical worldview.

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