On-Site IT Service Desk Supervisor - Frontline Support Lead

Applied Research Laboratory at the Penn State University; University Park (FL); On-site; USD 62,000 - 94,000; Full time

Job summary

Applied Research Laboratory at Penn State University is seeking an IT Technical Support Supervisor to lead Tier 1 support for state College environment and secure computing operations. You will manage student staff, ensure service levels, and drive improvements in CSAT and MTTR.

The role emphasizes governance, training, and cross‑team collaboration to prepare for new services while maintaining strict security and audit standards.

Qualifications

• Associate Degree 4+ years of relevant experience; or an equivalent combination of education and experience accepted

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

ITSM proficiency

Ticketing management

Customer service

Technical troubleshooting

Knowledge management

Communication

Metrics improvement

Education

Associate Degree

Tools

Jira Service Management

Active Directory/Group Policy

SCCM/MECM

Red Hat Satellite

Ansible Automation Platform

PowerShell

Python

Job description

Applied Research Laboratory at Penn State University is seeking an IT Technical Support Supervisor to lead Tier 1 support for state College environment and secure computing operations. You will manage student staff, ensure service levels, and drive improvements in CSAT and MTTR.

The role emphasizes governance, training, and cross‑team collaboration to prepare for new services while maintaining strict security and audit standards.