University of Rochester
Supervisor,ServiceDesk
“Supervisor, Service Desk at University of Rochester. Skills: Service Desk support, IT leadership, Customer service excellence. Provide guidance, training, mentoring. Oversee Service Desk operations”
Industry & Context.
Problem-solving skills; Analytical skills
Ability to travel between work sites, On-call rotation
What They're Looking For.
Must Have
High School diploma or equivalent, 5 years of related experience
Nice to Have
Associate's degree preferred, 1 year of experience in leadership or supervisory capacity, Experience working with eRecord preferred, PC and Windows knowledge, Microsoft Office suite knowledge, Intermediate understanding of LAN/WAN technologies, Network troubleshooting skills, Network configuration troubleshooting skills (TCP/IP)
What You'll Do.
Oversee Service Desk operations
Support complex technical environment
Monitor and evaluate personnel performance
Bring forward performance issues
Assist with reporting on metrics
Provide third-level advisory support
Lead projects to enhance customer service
Act as escalation point
Handle SaaS vendor escalations
Participate in incident response
Assist with inbound phone calls
Provide support for staff
Allocate and assign personnel resources
Participate in recruiting processes
Participate in scheduling processes
Participate in evaluation processes
Participate in on-call rotation
Ensure staff knowledge compliance
Monitor individual staff performance
Identify areas for growth
Collaborate with senior leadership
Assist with hiring process
Manage incident escalation
Develop project timelines
Develop project milestones
Communicate with user base
Set project priorities
Manage project implementation tasks
Participate in project meetings
Supervise Service Desk staff
Mentor staff during incident processing
Support staff during request processing
Ensure highest customer service level
Manage functional activities
Ensure highest throughput
Use independent judgment
Provide highest customer satisfaction
Ensure business continuity
Act as first escalation point
Coordinate problem resolution
Participate in workflow evaluation
Contribute to process improvement
Contribute to training program development
Contribute to training program design
Contribute to training program implementation
Identify training enhancement opportunities
Assist with onboarding process
Handle inbound phone calls
Handle inbound emails
Participate in on-call rotation
Provide guidance to staff
Provide mentoring to staff
Perform other duties as assigned
How You'll Work.
Team & Collaboration
Cross-functional teams; Senior leadership collaboration
Communication Scope
Presentation skills; Analytical skills
Process & Methodology
Project execution, Timeline development, Milestone setting, Priority setting
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