Information Technology - Technical Services Supervisor
- Fairfield, CT
- Permanent
- Full-time
- Support Manager with conducting interviews and hiring for the supervised positions.
- Lead the technical services team within the service desk; manage staff schedules, time off, and coverage across all service desk locations.
- Develop and maintain training programs for the technical services team; provide one-on-one training as needed. Create and implement metrics to assess training effectiveness and customer satisfaction; identify growth opportunities.
- Ensure staff remain current on relevant certifications. Oversee all device support provided by the technical services team.
- Set performance goals, conduct regular performance reviews, report results and improvement plans to the Manager.
- Guide the technical services staff on device support cycle, complete claims, ensure portal access, and partner with IT Business team to process vendor invoices associated with device support.
- Monitor trends, identify systemic issues, deliver data-driven reports to the Manager.
- Develop solutions to improve technical support efficiency and seek service innovation.
- Resolve advanced technical issues and escalate level-one tickets requiring elevated permissions.
- Review and improve on-site processes in offices and teaching. Assist with scheduling on-site visits.
- Install and maintain university peripherals (printers, Echo devices, monitors, docking stations, mice, keyboards, etc.). Assist with technology moves. Manage IP printing, troubleshoot all university printers, and escalate to vendor as needed.
- Provide on-site support to remote locations within the state of Connecticut.
- Oversee IT recycling process. Gather recycling, organize storage, coordinate with internal teams and vendors.
- Show advanced knowledge of the university IT systems, hardware, software, and support processes.
- Collaborate with device configuration team, student worker team supervisor, and others in IT to perform yearly laptop and desktop refreshes. Schedule classroom refresh efforts to ensure classroom readiness.
- Maintain strong coordination and communication with IT teams; uphold BRM responsibilities.
- Support the Manager in upholding service level agreements (SLAs).
- Create and maintain Knowledge Base public, IT Only, and internal articles.
- Other duties as assigned.
- Bachelor’s degree in computer science or related technical field preferred.
- 2+ years’ work experience in technical support field preferred (where applicable).
- 1+ years’ work experience in a leadership position preferred.
- Experience troubleshooting hardware, software, and network connectivity issues on laptop/desktop computers (where applicable).
- Strong customer service, communication, and problem-solving skills required.
- Experience and computer proficiency is required with current operating systems and software such as: Windows 10/11, MacOS, Microsoft 365 Suite (Word, Excel, Access, Outlook, Teams).
- Hardware support and repair experience is required.
- Experience with peripherals and printers is preferred.
- Excellent organizational skills.
- Mature sense of responsibility and judgment.
- Good interpersonal skills.