IT Support Center, Supervisor

• →Oversee day-to-day operations of the IT Support Center
• →Develop strategies for improving customer service.
• →Handle customer complaints and escalate to management as necessary.
• →Review customer tickets to ensure internal procedures are followed and SLAs are met.
• →Lead multiple teams of technicians.
• →Conduct meetings with technicians and team leaders.
• →Evaluate new technologies and make recommendations for implementation.
• →Make recommendations for hardware purchases and upgrades.
• →Assist with planning deployments of new and upgraded hardware and software.
• →Implement processes to create efficiencies and improve service through automation.
• →Research computer issues and offer resolutions based on research.
• →Assist technicians to provide solutions to users’ issues.
• →Respond quickly and competently to technician requests.
• →Maintain Support Center documentation.
• →Create processes to document closely affiliated business technology products and services costs.
• →Generate KPI reports for IT management and closely affiliated businesses.
• →Assist IT to maintain a high level of customer service.
• →Other duties as assigned by manager

• Proven leadership ability
• Exhibited knowledge of operating system platforms such as Windows and Mac
• Basic knowledge of LAN, hubs, switches, and network configuration
• Experience in technical computer support
• Ability to interface with users and discuss issues
• Understanding of software end user license agreements
• Advanced knowledge of computer system hardware and software components
• Advanced working knowledge of office and non-standard applications
• Ability and willingness to learn new technologies
• Good interpersonal and communication skills
• Desire to teach others about the technology field
• Ability to lead others
• Ability to work with frequent interruptions
• CompTIA A+ preferred but not required

An applicant must be a born-again Christian who has a personal relationship with Jesus Christ. Each applicant must agree with and affirm the Bob Jones University creed, mission (see https://www.bju.edu/about/creed-mission.php) and core biblical doctrines regarding areas such as the Bible, the triune God, man and salvation, etc.  Employees are expected to maintain a conservative lifestyle and support Bob Jones University’s positions on issues such as beverage alcohol and addictive substances, creation, marriage and human sexuality and the sanctity of life, etc., (https://www.bju.edu/about/positions.php). Employees are to be active members of a local Bible believing church which holds orthodox theology.  Applicants must be committed to providing students an excellent, worldclass education from a biblical worldview.

#LI-Onsite