IT Help Desk Supervisor — Law School Tech Lead

Brigham Young University

Provo (UT)

On-site

USD 31,000 - 40,000

Full time

14 days+

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Job summary

Brigham Young University Law School in Provo, Utah, is seeking an IT Help Desk Supervisor to oversee the daily operations of the Law School Help Desk and supervise student employees providing technical support to faculty, staff, students, and alumni. This role also supports the Law School’s web presence and IT initiatives.

Responsibilities include leading IT Help Desk operations, website content support, and IT project participation.

Qualifications

Minimum of 2 years of management experience supervising customer service or Help Desk operations.
Experience with Microsoft Office including Word and Excel.
Experience editing and maintaining digital content.

Responsibilities

Recruit, hire, train, supervise, and evaluate student Help Desk employees.
Lead and mentor student technicians in delivering high-quality customer service and technical support.
Coordinate daily Help Desk operations and prioritize service requests.
Support and maintain laptops, desktops, workstations, servers, and operating systems.
Monitor customer satisfaction and service quality metrics.
Participate on IT project teams and complete special technology initiatives.
Supervise student employees responsible for website maintenance.
Train students in web content creation and design best practices.
Design and update Law School web pages for style, usability, and content.
Develop scripts and reports to collect website, Help Desk, and project management data.
Monitor web analytics and other IT performance metrics.
Participate in IT strategic planning and design-thinking initiatives.
Lead departmental documentation efforts.
Support IT project management activities.
Prepare reports, presentations, and meeting documentation.
Track IT budgets, software licensing, and departmental administrative records.