IT Support Supervisor

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

• Job Title: IT Support Supervisor
• Location: Tallahassee, FL
• Regular/Temporary: Regular
• Full/Part Time: Full-Time
• Job ID: 63636

Department

This position is within FSU's Department of Information Technology Services (ITS).

Responsibilities

This position serves as supervisor of the Information Technology Services (ITS) tier one Service Desk (SD) unit within the FSU Information Technology Services Service Desk. Leads the unit that provides initial contact for all customer requests that range from general information and assistance to technical troubleshooting. Ensure that problems are resolved or service is restored as quickly and efficiently as possible.

Supervises the Tier 1 Service Desk team, which provides the first point of contact for all customer requests. Ensure timely, effective customer service and resolution at first contact via phone calls, email, workflows, and online chats, providing resolutions or service restoration as soon as possible. Support ranges from providing general information and assistance with workflow submissions to technical troubleshooting for IT services. Assists Service Desk staff with issues that require escalation to ITS Provider Groups or other departments. Coordinates outages and high-priority issues. Assigns level two members to assist with outage escalations. Provides day-to-day supervision and scheduling of tier-one support staff. Ensures that the Front-End Service Desk Phone Message and the ITS Newsfeed Message use the same verbiage during Incidents impacting ITS operations.

Provides technical troubleshooting for the IT Services suite, including detailed desktop applications, systems, and networking (wired and wireless). Must be familiar with all areas of FSU to assist with troubleshooting, and if not supported, must have the knowledge needed to appropriately direct users to obtain problem resolution. Addresses technical and/or sensitive issues or emergencies (major technical incidents and outages) that must be escalated within ITS or to other departments.

Provides data entry and quality assurance of customer information, statistical data, and reporting to support the ITS workflow system(s) and other online systems. Creates and/or maintains documentation of procedures, literature, tip sheets, training aids, solution centers, knowledge base, and job aids to provide continuous service improvement. Adheres to standards for producing effective management reports, ensuring all established policies, processes, and service commitments are met. Ensures that requests are routed to appropriate IT provider group(s), adhering to specified guidelines and using appropriate systems and recommended procedures. Other duties and special projects, as necessary. Participates across all areas of the ITS Service Desk as part of a team to provide depth of coverage.

Participates in training/testing initiatives related to new releases and/or changes to services/systems through collaboration with IT Provider Groups. Assists with testing, troubleshooting, and documentation to incorporate into Service Desk daily operations.

Participates in campaigns with the University community as needed, via phone calls, email, and web tools. These campaigns could be small in scope to include a niche group or could represent a major notification to the entire FSU student, staff, and alumni.

The Service Desk is the first point of contact for callbacks or return emails, recording the outcomes. This position helps ensure that ITS support and service requests are properly managed by ITS service providers and their staff.

Qualifications

Bachelor's degree in Computer Science, MIS, or other appropriate degree or a high school diploma or equivalent and four years of experience. (Note: or a combination of appropriate post high school education and experience equal to four years.)

Preferred Qualifications

• Previous work experience in managing a Call Center.
• Strong Customer Service Skills
• Excellent Time Management Skills
• Exceptional Leadership Skills

Who is an ideal candidate for this position?

The individual must have previous supervisory experience managing a call center environment. Possess excellent time management skills, and consistently at work during scheduled work hours. Strong data analytical skills is also a must.

What is a typical day in this position?

Manages a team of approximately 14 staff members, approve leave requests and time sheets, assign and adjust work schedules for daily coverage, train and provide assistance to staff with technical questions, Provide support to end-users and service providers. Other administrative duties as needed.

What can I expect in the first 60-90 days?

Familiarize yourself with Office operations through training on daily operations and supervisory responsibilities.

University Information

One of the nation's elite research universities, Florida State University preserves, expands, and disseminates knowledge in the sciences, technology, arts, humanities, and professions, while embracing a philosophy of learning strongly rooted in the traditions of the liberal arts and critical thinking. Founded in 1851, Florida State University is the oldest continuous site of higher education in Florida. FSU is a community steeped in tradition that fosters research and encourages creativity. At FSU, there's the excitement of being part of a vibrant academic and professional community, surrounded by people whose ideas are shaping tomorrow’s news!

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Considerations

This is an A&P position.

This position requires successful completion of a criminal history background check.

Equal Employment Opportunity

FSU is an Equal Employment Opportunity Employer.