ITS Support Supervisor

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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.


  • 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
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