Service Desk Supervisor

ResponsibilitiesGeneral Purpose:Provides guidance, training, mentoring, and general oversight of Service Desk Specialists whose primary role is to support the complex technical environment of the University community and its end-user base. Works with Service Desk leadership to monitor and evaluate Service Desk Specialists and brings forward any performance issues or concerns. Assists with reporting on staff and team metrics.Maintains the highest understanding of university technical environment, services, practices, policies, and complex operating procedures. Provides daily third-level advisory support to agents and other IT areas in the University. Provides leadership in executing projects and initiatives that enhance the customer service base. Participates in meetings and training relevant to the support provided by the Service Desk. Participates as an ITSM system administrator for the Service Desk.Acts as a Subject Matter Expert and an escalation point for other Service Desk personnel for issues that may require additional troubleshooting or expertise. As part of this SME role, maintains ownership for select SaaS relationships and escalates to these vendors for incident remediation.Participates in incident response with Service Desk Leadership, where availability for escalations during these periods must be maintained. Assists Level I, II and III Service Desk staff with inbound phone calls during peak periods or during major incidents when the call level is high. Provides support for staff, allocates and assigns personnel and technical resources to meet needs. Takes part in recruiting, scheduling and evaluation processes.Specific Responsibilities:

Ensures staff are knowledgeable and compliant with all organizational policies and procedures. Monitors individual staff performance through data analysis, customer feedback, and regular reporting. Identifies areas of growth and improvement as staff develop in their support role. Collaborates with senior Service Desk leadership in the review and evaluation of individuals to achieve a high-performing Service desk program. Assists with the hiring process of new Service Desk staff.

Manages the escalation of incidents among various technical groups. Takes ownership as a Subject Matter Expert (SME) for some Software as a Service (SaaS) relationships and handle escalations with those vendors. Contributes significantly to enterprise-wise projects that impact the operations of the Service Desk by developing timelines and milestones, communicating with the appropriate user base, setting priorities, and managing the progression of project implementation tasks. Participates in project meetings.

Provides supervision to Service Desk staff; assessing, mentoring, and supporting staff during processing of incoming incidents and requests to ensure the highest level of customer service. Allocates and assigns resources to meet needs, takes part in recruiting efforts and provides evaluations to staff on current performance.

Manages functional activities performed on the Service Desk to ensure the highest level of throughput. Uses independent judgment in decision-making when faced with unique customer situations, focusing on providing the highest level of customer satisfaction and business continuity. Acts as a first escalation point for service-related issues presented to the Service Desk. Communicates actively with appropriate leadership groups to coordinate problem resolution. Participates in ongoing workflow evaluation resulting in continuous process improvement.

Contributes to the development, design, and implementation of the Service Desk training program. Identifies opportunities to enhance training needs in areas that become technical priorities for departments and the organization. Assists with the onboarding process associated with hiring new Service Desk staff and contractors.

Assists with call volume mitigation as needed, including ensuring all available staffs can take calls and then assisting by handling inbound phone calls and emails during peak periods or major incidents. Participates in an on-call rotation for escalation of critical issues and guidance and mentoring to Service Desk staff.

Other duties as assignedRequirements:

Bachelor’s Degree required

4-5 years of related experience required;

Preferred:

2-3 years of experience in a leadership or supervisory capacity.

Highly organized with proven ability to meet deadlines, prioritize workload, and manage resources and time effectively;

Excellent leadership, communication (written and verbal), presentation, analytical and problem-solving skills;

Exceptional customer service skills and ability to respond appropriately to environment and audience demonstrating diplomacy and tact;

Ability to execute multiple tasks in a fast-paced environment; perform under pressure and demonstrate adaptability and flexibility.

The University of Rochester is committed to fostering, cultivating, and preserving a culture of equity, diversity, and inclusion to advance the University’s mission to Learn, Discover, Heal, Create – and Make the World Ever Better. In support of our values and those of our society, the University is committed to not discriminating on the basis of age, color, disability, ethnicity, gender identity or expression, genetic information, marital status, military/veteran status, national origin, race, religion/creed, sex, sexual orientation, citizenship status, or any other status protected by law. This commitment extends to the administration of our policies, admissions, employment, access, and recruitment of candidates from underrepresented populations, veterans, and persons with disabilities consistent with these values and government contractor Affirmative Action obligations.How To Apply All applicants must apply online.EOE Minorities/Females/Protected Veterans/DisabledPay Range Pay Range: $65,000 - $135,000 AnnuallyThe referenced pay range represents the minimum and maximum compensation for this job. Individual annual salaries/hourly rates will be set within the job’s compensation range, and will be determined by considering factors including, but not limited to, market data, education, experience, qualifications, expertise of the individual, and internal equity considerations.Location: Health Sciences

Full/Part Time: Full-Time

Opening: Full Time 40 hours Grade 055 ISD Customer Service Business

Schedule: 8 AM-5 PM