ITS Support Supervisor

Apply for this Position

Application Form     (* indicates required field)

Please attach the following files

Please upload either a word or PDF version of your cover letter for this position.
Please upload either a word or PDF version of your current resume.
Such as letters of recommendation, work examples, etc.

Please answer the following questions to help us better evaluate your application.

    Personal Information

  1. Job-Specific Questions

You will receive confirmation after we have received your application.

Aquinas College seeks an ITS Support Supervisor for the Information Technology & Services (ITS) department.

This position will be responsible for leading, developing, and motivating a team of technical support specialists to deliver excellent technical support with outstanding customer service, satisfaction, and timeliness within the organization’s budget.

Responsibilities/Duties/Tasks/Essential Functions:

  • Develop performance measurement framework and facilitate feedback system to team members on issues such as customer service, communication, and technical skills.
  • Monitoring the ticketing system to ensure issues are being addressed in a timely manner.
  • Installation and/or troubleshoot equipment (Desktops, laptops and printers).
  • Collaborate with business unit managers to ensure new staff have proper equipment.
  • Management of open and identified academic computing labs.
  • Development and maintenance of desktop, laptop and mobile device standards.
  • Oversees new hire and account lifecycle management process for employees, faculty and students.
  • Other duties as assigned.

Required Knowledge, Skills and Attributes:

  • Experience working in a service desk environment supporting 500+ customer-base across multi-site organization.
  • Experience with ITSM & ITIL methodologies along with implementation within a technical support environment.
  • Experience in administration & management of Windows OS, Google Apps and business productivity applications as well as deploying a Windows OS migration, specifically Windows 10.
  • Experience with Active Directory and System Center.
  • Knowledgeable in Desktop/Laptop configurations, roadmaps and refresh strategies.
  • Experience in managing & tracking assets.
  • ITIL Foundations Certification preferred.
  • Strong leadership and customer support skills, able to analyze & solve complex issues.
  • Ability to explain technical concepts to non-technical people.
  • Ability to use interpersonal skills & methods to encourage team & foster inter-team communication.
  • Ability to measure and evaluate work processes and services to meet organizational goals.
  • Ability to use appropriate methods to identify opportunities, implement solutions and measure impact. Experience in higher education is preferred, but not required.

Supervisory Responsibilities:

  • Supervisory duties may include requirements gathering, team development, resource scheduling and ensuring that those under their direction have adequate resources to complete their jobs.

Education/Experience Requirements:

  • Experience in higher education is preferred, but not required.

Work Environment & Physical Demands:

  • This job operates in a professional office and campus environment. This role routinely uses all manner of standard office equipment.
  • While performing the duties of this job, the employee is regularly required to lift up to 50 pounds.
  • Walk, kneel, stoop and or crawl, sometimes in tight spaces.
  • Generally, the job requires 50% sitting, 20% walking, and 30% standing.

Position Type and Expected Hours of Work:

  • This is a full-time position, and typical work hours are Monday-Friday 7:00 a.m. to 4:00 p.m. or 8:00 a.m. to 5:00 p.m. Some flexibility in hours is allowed, but the employee must be available during the “core” work hours. After hours and On-Call support as both technical and business process escalations are a requirement for this position.

Travel:

  • Less than 5%.

Equal Employment Opportunity Statement:

Aquinas College is an equal opportunity employer and an inclusive educational community rooted in the Catholic Dominican tradition. Aquinas College provides a liberal arts education with a global perspective, emphasizes career preparation focused on leadership and service to others, and fosters a commitment to lifelong learning dedicated to the pursuit of truth and the common good. Aquinas College values: Faith, Learning, Service and Community.







Location: Grand Rapids, MI
Apply for this Position
Apply at: https://aquinas.prismhr-hire.com/job/87430/its-support-supervisor