Service Desk Supervisor - Technical Support Lead

Oklahoma State University; Town of Montana (WI); On-site; USD 55,000 - 76,000; Full time

Job summary

Oklahoma State University in Stillwater is seeking a Service Desk Supervisor to direct daily Service Desk operations and supervise staff across walk-in and lab support services. You will coordinate coverage, ensure asset management, and collaborate with IT teams to resolve requests and improve service metrics.

The role emphasizes leadership, customer service, and strong communication to foster a service-oriented environment. Occasional travel to campus locations may be required.

Qualifications

• Experience directing a technical support team in a high-volume environment.
• Experience with an IT service management platform.
• Experience performing endpoint provisioning and disposal.
• Strong written and verbal communication, customer service, organization, and conflict-resolution skills.
• Ability to apply established procedures and coordinate priorities to maintain service quality.

Responsibilities

• Direct day-to-day Service Desk operations for specified OSU Stillwater locations.
• Supervise assigned staff and coordinate daily coverage and workload.
• Ensure delivery of walk-in support, ID card services, computer lab support, and endpoint asset management.
• Collaborate with Enterprise Information Technology teams to resolve service requests and support customers.
• Review customer feedback and service metrics and recommend operational improvements.

Skills

Supervision experience

Customer support

ITSM platform experience

Endpoint management

Communication skills

Conflict resolution

Education

Bachelor's in Information Technology or related field

High School/GED

Tools

ITSM platform

Job description

Oklahoma State University in Stillwater is seeking a Service Desk Supervisor to direct daily Service Desk operations and supervise staff across walk-in and lab support services. You will coordinate coverage, ensure asset management, and collaborate with IT teams to resolve requests and improve service metrics.

The role emphasizes leadership, customer service, and strong communication to foster a service-oriented environment. Occasional travel to campus locations may be required.