IT Service Desk Supervisor - Lead & Optimize Support

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

Benefits offered by this job

75% tuition discount

Benefits package

Job summary

Pennsylvania State University is seeking a motivated IT Technical Support (ARL) - Supervisor to lead frontline ITS support and Service Desk operations at the Applied Research Laboratory in State College, PA. You will oversee student staff, ensure coverage, and drive metric-driven improvements.

Responsibilities include coaching Tier 1 personnel, maintaining runbooks, managing incidents and SLAs, and delivering user-focused training to faculty, staff, and students. Background checks apply.

Qualifications

• Associate degree or equivalent plus 4+ years of relevant experience.
• Experience leading Tier 1 IT support and student staff.
• Familiarity with ITIL/ITSM processes and incident/change management.

Responsibilities

• Lead Tier 1 IT support and supervise student staff.
• Maintain knowledge base, runbooks, and escalation workflows.
• Monitor KPIs, SLAs, and customer satisfaction; drive improvements.
• Coordinate governance and ensure audit/compliance readiness.
• Provide end-user training on IT services and policies.
• Recruit, onboard, and schedule student employees; performance feedback.

Skills

Team leadership & workforce management

Service desk operations & ITSM

Ticketing / ticket management

Customer service excellence

Technical troubleshooting

Knowledge management & documentation

Communication & stakeholder engagement

Metrics-driven improvement

Education

Associate degree or equivalent

Tools

Jira Service Management (JSM)

Active Directory/Group Policy

SCCM/MECM

Red Hat Satellite

Ansible Automation Platform (AAP)

PowerShell/Python

Job description

Pennsylvania State University is seeking a motivated IT Technical Support (ARL) - Supervisor to lead frontline ITS support and Service Desk operations at the Applied Research Laboratory in State College, PA. You will oversee student staff, ensure coverage, and drive metric-driven improvements.

Responsibilities include coaching Tier 1 personnel, maintaining runbooks, managing incidents and SLAs, and delivering user-focused training to faculty, staff, and students. Background checks apply.