IT Service Desk Lead - Frontline Support & Ops

Florida State University; Tallahassee (FL); On-site; USD 65,000 - 90,000; Full time

Job summary

Florida State University is seeking an IT Support Supervisor to lead the Tier 1 Service Desk. The role oversees a team of about 14 staff, ensuring timely responses and resolutions, and coordinating outages with IT Provider Groups.

Strong leadership and data analysis skills are essential. Ideal candidates hold a bachelor's degree in CS or MIS and have extensive call center and service desk experience within a university IT environment.

Qualifications

• Bachelor's degree in CS or MIS or equivalent with four years of experience.
• Experience managing a call center environment and coordinating a team.
• Strong customer service, leadership, and time management skills.

Responsibilities

• Supervise the Tier 1 Service Desk unit, leading a team of approximately 14 staff.
• Ensure timely, effective customer service and resolution at first contact via phone, email, and chats.
• Coordinate outages and high-priority issues; assign Level 2 personnel as needed.
• Develop and maintain documentation, procedures, and knowledge bases to improve service delivery.

Skills

supervisory experience

call center

customer service

leadership

time management

data analysis

Education

Bachelor's degree in CS or MIS

Tools

Service desk software

ITSM tools

Job description

Florida State University is seeking an IT Support Supervisor to lead the Tier 1 Service Desk. The role oversees a team of about 14 staff, ensuring timely responses and resolutions, and coordinating outages with IT Provider Groups.

Strong leadership and data analysis skills are essential. Ideal candidates hold a bachelor's degree in CS or MIS and have extensive call center and service desk experience within a university IT environment.