As a Service Desk Supervisor, you will oversee the orientation and training processes for new Service Desk Analysts in the Customer Service Center (CSC). You will lead and direct a group of staff in the day-to-day support and infrastructure support operations as well as monitor the quality of service provided by reviewing tickets and personal observation and providing guidance, praise and correction instruction as needed. Additionally, you will develop a team and create a diverse, talented and capable workforce. You will also develop and ensure that all trainees are presented with standardized material and evaluate their comprehension and progress throughout training. You will be responsible for regularly reviewing and updating training material. You will also explore new methods for learning and retaining materials, including customer service skills and troubleshooting techniques. You will act as an escalation point for Service Desk Analysts and carry out Major Incident Management procedures when necessary. Finally, you will coordinate schedules to ensure 24x7 coverage within the CSC.
Three years of experience working in a help desk or call center environment or other related IT experience.
In lieu of degree, consideration will be given to an equivalent combination of related education and required work experience.
Experience creating documentation.
Exceptional customer service focus, strong instructional development background involving the design and creation of assessments surrounding the troubleshooting of basic and advanced computer problems.
Strong background in training techniques or the coordination of training processes.
Proficiency in MS Office (PowerPoint, Excel, Access).
Associate's degree in Management/Supervision, Computer Information Technology, Information Systems, or related field.
Knowledge of ITIL or Service Management processes.
Friday 3 pm
This position requires availability for on-call operations every other weekend.
Purdue will not sponsor employment authorization for this position.
A background check will be required for employment in this position.
FLSA: Exempt (Not Eligible For Overtime)
Retirement Eligibility: Defined Contribution Waiting Period.
Purdue University is an EOE/AA employer. All individuals, including minorities, women, individuals with disabilities, and veterans are encouraged to apply.