The Service Desk Supervisor is responsible for the effective management and delivery of the Veterinary Information Service Desk (VIS) services to the customers and users at the College of Veterinary Medicine. These services include the call center, walk in support, classroom AV services and inbound tier 1-2 actions of support. They will supervise and ensure the service given to customers meets the standards set by our current SLAs. The Service Desk Supervisor will have end-to-end responsibility for ensuring the resolution of incidents and fulfillment of service requests across the College of Veterinary Medicine and our customers based upon service Key Performance Indicator's; supervises staff and the process workflow for these processes. Ability to use, understand and interpret the Best Practice rules and procedures to ensure adherence to the ITSM (IT service management) best practices. Analyzes and performs the training and onboarding of all Tier 1 new hires, workflow and procedural needs; establishes the IT Service Desk as the single point of contact within the user community. Provides information and input to Director of Information Systems (VIS) and assumes responsibility for human resources functions for direct reports, including employment and performance management.
Bachelor's degree in computer & information science or equivalent combination of education and experience; the ability to troubleshoot and resolve computing technology issues and deliver computer technology services with the highest levels of customer services; experience with collaborative and team-based projects; ability to lift 25 lbs. and climb ladders when necessary; exposure to animal dander.
Experience providing customer support in a technical environment; basic knowledge, appropriate training in Windows, Macintosh computer technology, including one or more years of experience in a related field; experience using a call management system; demonstrated supervisory skills with proven track record of effective organizational change and positive cultural transformation; ITIL Foundation certificate and moving forward to achieve the ITIL Intermediate certification in their specific process; familiarity with higher educational environments, experience installing and configuring technologies for higher education.
Target Salary: $24.04 - $26.92 Hourly
Job Category: Information Technology (IT)
Job Appointment (FTE%):
The Ohio State University is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation or identity, national origin, disability status, and protected veteran status.
The Ohio State University is a dynamic community of diverse resources, where opportunity thrives and where individuals transform themselves and the world. Founded in 1870, Ohio State is a world-class public research university and the leading comprehensive teaching and research institution in the state of Ohio. With more than 63,000 students (including 57,000 in Columbus), the Wexner Medical Center, 14 colleges, 80 centers and 175 majors, the university offers its students tremendous breadth and depth of opportunity in the liberal arts, the sciences and the professions.