Service Desk Supervisor AS6353

OSU-Stillwater

Kristy Moon, kristy.moon@okstate.edu

Monday through Friday, 8:00am-5:00pm with occasional evenings and weekends.

Regular Continuous/Until Further Notice

$55,000 - $76,000

Salary

For full consideration, please include a resume, cover letter and contact information for three professional references.

The Service Desk Supervisor directs day-to-day Service Desk operations for specified OSU Stillwater support locations. The position supervises assigned staff, coordinates daily coverage and workload, and ensures consistent delivery of walk-in support, ID card services, computer lab support, and endpoint asset management.

Reporting to the Service Desk Manager, the Supervisor ensures staff follows established procedures, service standards, staffing plans, and priorities. The Supervisor partners with Enterprise Information Technology teams to resolve service requests and support customers. They will work with the Service Desk Manager to review customer feedback and service metrics and recommend operational improvements.

Successful candidates will demonstrate strong leadership, communication, customer service, and management skills, with the ability to foster a collaborative, service-oriented environment.

This position may require occasional travel outside of office location to other parts of campus, and other university locations to perform job-related duties. The employee must be able to travel to assigned work locations as needed. When university vehicles are available and appropriate, the employee must be able to meet university requirements to reserve and operate a university vehicle or arrange alternative transportation to reach their assigned work location.

Work is performed in a standard IT Service Desk environment and may include high call or walk-in volume, start-of-semester demand, major incidents, and schedule flexibility to maintain coverage. This position requires extended computer use; typing and viewing monitors; lifting and transporting IT equipment weighing up to 50 pounds.

• High School/GED (degree must be conferred on or before agreed upon start date)
• Four (4) years of related experience OR
• High School/GED and two (2) years of post-secondary education and two years related experience
• Post-secondary education may substitute for years of required experience.

• Bachelor's in Information Technology or a related field.
  • Two or more years providing on-site technical support for endpoint or classroom technology.
  • Experience supervising student employees or frontline support staff in higher education, government, or a large service organization.
  • Experience with endpoint management, asset disposal, incident management, and technical support environments.

• Experience providing work direction, coaching, or day-to-day supervision in a customer support or technical support environment.
• Experience working with an IT service management platform and related operational data.
• Experience performing endpoint management activities including asset provisioning and disposal.
• Strong written and verbal communication, customer service, organization, and conflict-resolution skills.
• Ability to apply established procedures, coordinate competing priorities, and maintain service quality in a high-volume environment.

• Working knowledge of Windows, macOS, Android, and iOS; strong hardware and software troubleshooting skills.

• ITIL, HDI, CompTIA A+, or comparable service or technical certification.
• Valid driver's license

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