Elizabethtown College seeks a Help Desk Supervisor to lead the operations of the Client Services Help Desk. This position be responsible for the coordinating the operations of the Help Desk including supervising a team of 15 student assistants and coordinating efforts with a team of 6 professional staff to ensure a consistent, high level of service to our campus community. This will be achieved through training this student staff, writing/reviewing internal documentation, and monitoring the flow of requests through our ticket system. The ideal candidate will be an energetic individual who can work in a fast paced environment, supporting a community with a varying level of technical skill. An attention to detail and sound judgement for the escalation of tickets is important as are strong written and verbal communication skills plus the ability to train the student staff one-on-one and in a group setting.
- Recruit, train, support, and supervise a team of 15 student assistants;
- Coordinate all front-end operations of the Help Desk;
- Monitor and review tickets passing through the Help Desk system to ensure procedures are being met and quality of service is consistent;
- Create and review internal technician documentation to solve common questions;
- Coordinate Media Services requests for audiovisual equipment;
- Work closely with the Client Services Generalist and provide back-up support as needed
Associates degree in an Information Technology field is required and 2-3 years experience providing support in Help Desk environment.
Bachelor’s degree in a related field and 1-2 years in a team lead or supervisory role and experience working in higher education setting.
Employees of Elizabethtown College enjoy benefit perks such as educational benefits for themselves, spouses and dependent children; competitive salaries, comprehensive benefit packages that include medical, dental, vision and prescription coverage; extensive holiday, vacation and sick paid time off and an annuity retirement plan.
Interested candidates may apply at:
Located in southeastern Pennsylvania, Elizabethtown College offers its 1,900 students more than 47 academic programs in the liberal arts, sciences and professional studies. Driven by its commitment to “Educate for Service,” Elizabethtown centers learning in strong relationships, links classroom instruction with experiential learning, emphasizes international and cross-cultural perspectives and nurtures the capacity for lives of purpose and leadership as global citizens. For more information, consult www.etown.edu.
As an affirmative action/equal opportunity employer, Elizabethtown College is seeking candidates who will enhance the diversity of its faculty, staff, and administration.
Location/Region: Elizabethtown, PA