IT Support Supervisor – Frontline Service Desk Lead
The Applied Research Laboratory at Penn State University
An application made for this job — a tailored resume and cover letter that speak straight to the posting.
Benefits offered by this job
Job summary
The Applied Research Laboratory (ARL) at Penn State University seeks an IT Technical Support (ARL) – Supervisor to lead frontline ITS support in a highly secured environment. This on-site role in State College, PA guides student staff, oversees service desk operations, and drives KPI-driven improvements within the ITS division.
Applicants should have strong leadership, ITSM, and customer-service skills, with experience supporting Windows and Linux endpoints.
Qualifications
- Lead IT support teams and supervise Tier 1 staff and student employees.
- Experience with incident/problem/change management and ITSM.
- Proficient in enterprise ticketing systems and SLA management.
- Excellent customer service with clear communication.
- Troubleshooting Windows and Linux endpoints and standard apps.
- Maintain KBs, runbooks, and governance documentation.
Responsibilities
- Lead and supervise an IT support team (Tier 1) and manage queues and SLAs.
- Coordinate governance: runbooks, triage workflows, audits.
- Provide technical support and training to faculty, staff, students.
- Manage Service Desk performance: KPIs, dashboards, reports.
- Represent the Service Desk in IT/ARL meetings and projects.
- Monitor outages/incidents; communicate per protocols.
- Recruit, hire, onboard, and schedule student staff; provide training.
- Own student development: performance reviews and competency paths.
Skills
Education
Tools
Job description
The Applied Research Laboratory (ARL) at Penn State University seeks an IT Technical Support (ARL) – Supervisor to lead frontline ITS support in a highly secured environment. This on-site role in State College, PA guides student staff, oversees service desk operations, and drives KPI-driven improvements within the ITS division.
Applicants should have strong leadership, ITSM, and customer-service skills, with experience supporting Windows and Linux endpoints.
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