IT Service Desk Supervisor: Lead Frontline Support

The Pennsylvania State University; State College (Centre County); On-site; USD 62,000 - 94,000; Full time

Benefits offered by this job

75% tuition discount

Job summary

The Pennsylvania State University’s Applied Research Laboratory (ARL) is seeking an IT Technical Support Supervisor to lead frontline ITS support and the Service Desk for secure environments in State College, PA. You will manage Tier 1 staff, supervise student employees, and drive KPI-based improvements in CSAT and MTTR while ensuring adherence to incident, change, and problem management policies.

This role emphasizes governance, knowledge management, training, and cross-team collaboration.

Qualifications

• Associate Degree; 4+ years of relevant experience; or an equivalent combination of education and experience accepted
• Required Certifications: None

Responsibilities

• Lead and supervise an IT support team (Tier 1): manage queues, assign/prioritize tickets, monitor SLAs, establish and maintain documentation, and provide coaching/performance feedback
• Coordinate operational governance: maintain the knowledge base/runbooks; standardize triage and escalation workflows; ensure adherence to incident/problem/change-management policies and audit requirements
• Provide technical support and training on IT Services and end users systems; advise on computing policies and procedures for faculty, staff, and students
• Manage Service Desk performance and compliance: set KPIs/SLAs, review dashboards, publish regular reports, and drive corrective actions to improve CSAT, MTTR, and backlog
• Represent the Service Desk in IT/ARL meetings and project teams; collaborate to ensure support readiness for new services and initiatives
• Proactively monitor and report outages, changes, incidents, and problems; ensure timely, accurate communication to the Service Desk in accordance with established notification protocols
• Recruit, hire, onboard, and schedule student employees; deliver ARL-specific training (customer service, security, tools) with ongoing coaching and feedback to ensure coverage and quality support
• Own student development and performance management: conduct performance reviews; design training modules and assessments; map competency paths to support career growth within the student pipeline

Skills

Team leadership

Service desk operations

ITSM proficiency

Ticketing proficiency

Customer service

Technical troubleshooting

Knowledge management

Communication

Metrics-driven improvement

Education

Associate Degree

Tools

Jira Service Management (JSM)

Active Directory/Group Policy

SCCM/MECM

Red Hat Satellite

Ansible Automation Platform (AAP)

Job description

The Pennsylvania State University’s Applied Research Laboratory (ARL) is seeking an IT Technical Support Supervisor to lead frontline ITS support and the Service Desk for secure environments in State College, PA. You will manage Tier 1 staff, supervise student employees, and drive KPI-based improvements in CSAT and MTTR while ensuring adherence to incident, change, and problem management policies.

This role emphasizes governance, knowledge management, training, and cross-team collaboration.