Assistant Manager of Technical Support

Oklahoma-State-University; Stillwater (OK); On-site; USD 55,000 - 76,000; Full time

Job summary

Oklahoma State University Stillwater is seeking a Service Desk Supervisor to direct daily operations and supervise staff across campus locations. You will coordinate coverage, ensure walk-in support and ID card services, and manage endpoint assets in a dynamic IT environment.

The role reports to the Service Desk Manager and focuses on enforcing procedures, service standards, and workload prioritization while collaborating with broader IT teams for incident resolution and customer satisfaction

Qualifications

• 4 years of related experience OR
• High School/GED and 2 years post-secondary education plus 2 years related experience
• Post-secondary education may substitute for years of required experience.
• Experience supervising staff in a customer or technical support environment.
• Experience with asset provisioning and disposal.
• Strong written and verbal communication and customer service skills.

Responsibilities

• Direct day-to-day Service Desk operations for OSU Stillwater locations.
• Supervise assigned staff and coordinate daily coverage/workload.
• Ensure delivery of walk-in support, ID card services, and endpoint asset management.
• Collaborate with Enterprise IT teams to resolve service requests.
• Review customer feedback and service metrics for improvements.
• Travel to campus locations as needed and ensure compliance with university vehicles policy.

Skills

Leadership & supervision

IT service management

Endpoint management

Written & verbal communication

Education

High School/GED

Bachelor's degree in IT or related field

Tools

ITSM platform

Endpoint management tools

Job description

Campus

OSU-Stillwater

Contact Name & Email

Kristy Moon, [e-mail]

Work Schedule

Monday through Friday, 8:00am-5:00pm with occasional evenings and weekends.

Appointment Length

Regular Continuous/Until Further Notice

Hiring Range

$55,000 - $76,000

Salary

Special Instructions to Applicants

For full consideration, please include a resume, cover letter and contact information for three professional references.

About this Position

This position directs day-to-day Service Desk operations for specified OSU Stillwater support locations. The position supervises assigned staff, coordinates daily coverage and workload, and ensures consistent delivery of walk-in support, ID card services, computer lab support, and endpoint asset management.

Reporting to the Service Desk Manager, the Supervisor ensures staff follows established procedures, service standards, staffing plans, and priorities. The Supervisor partners with Enterprise Information Technology teams to resolve service requests and support customers. They will work with the Service Desk Manager to review customer feedback and service metrics and recommend operational improvements.

Successful candidates will demonstrate strong leadership, communication, customer service, and management skills, with the ability to foster a collaborative, service-oriented environment.

This position may require occasional travel outside of office location to other parts of campus, and other university locations to perform job-related duties. The employee must be able to travel to assigned work locations as needed. When university vehicles are available and appropriate, the employee must be able to meet university requirements to reserve and operate a university vehicle or arrange alternative transportation to reach their assigned work location.

Work is performed in a standard IT Service Desk environment and may include high call or walk-in volume, start-of-semester demand, major incidents, and schedule flexibility to maintain coverage. This position requires extended computer use; typing and viewing monitors; lifting and transporting IT equipment weighing up to 50 pounds.

Required Qualifications

• High School/GED (degree must be conferred on or before agreed upon start date)
• Four (4) years of related experience OR
• High School/GED and two (2) years of post-secondary education and two years related experience
• Post-secondary education may substitute for years of required experience.

Skills, Proficiencies, and/or Knowledge:

• Experience providing work direction, coaching, or day-to-day supervision in a customer support or technical support environment.
• Experience working with an IT service management platform and related operational data.
• Experience performing endpoint management activities including asset provisioning and disposal.
• Strong written and verbal communication, customer service, organization, and conflict-resolution skills.
• Ability to apply established procedures, coordinate competing priorities, and maintain service quality in a high-volume environment.

Preferred Qualifications

• Bachelor's in Information Technology or a related field.
  • Two or more years providing on-site technical support for endpoint or classroom technology.
  • Experience supervising student employees or frontline support staff in higher education, government, or a large service organization.
  • Experience with endpoint management, asset disposal, incident management, and technical support environments.

Certifications, Registrations, and/or Licences:

• ITIL, HDI, CompTIA A+, or comparable service or technical certification.
• Valid driver's license

Skills, Proficiencies, and/or Knowledge:

• Working knowledge of Windows, macOS, Android, and iOS; strong hardware and software troubleshooting skills.