Job Standard for Customer Care Help Desk, Supervisor

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1. Click “View in Google Docs/Download” and download to Word.
2. The Job Overview, Level Scope, Minimum Qualifications and Essential Job Functions are specific to this job’s competencies and cannot be edited.
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   1. update/change the purpose to add in department specific information, 
   2. add key responsibilities to the 35% of the time, specific to your department needs, 
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The statements on this job standard are intended to describe the general nature of the role and level of work being performed. They are not intended to represent an exhaustive list of all responsibilities, duties and skills required of the employee.

Customer Care Help Desk, Supervisor Overview

• Person Group: Professional
• Job Code: 75295
• Pay Grade: P5
• FLSA Status: Exempt
• Career Level: Supervisor
• Family: Information Technology
• Function: Customer Care

Purpose

The Help Desk Supervisor is to provide focus, direction, organization and support for all Help Desk activities. Monitoring assignments and performance of the student employees, ensuring the Help Desk contact points are covered in an optimal manner, distributing requests and managing priority calls. The Help Desk Supervisor is the first contact for all student positions and will make recommendations for training to the managers.

Level Scope

Provides immediate supervision to a unit or group of operational or technical employees. Sets and delegates day-to-day tasks to achieve operational objectives. A portion of time may be spent performing individual tasks related to the unit; however, supervisory activities must constitute a primary part of the job. Supervises unit operations to ensure compliance with departmental or campus policies, procedures and defined internal controls. Problems typically involve a single area, process or constituent group. Ensures accountability and stewardship of campus resources (operational, financial and human) in compliance with departmental standards and procedures.

Minimum Qualifications

Bachelor’s degree or equivalent education and work experience with a minimum of 1-year call center. Standard driver’s license to drive department vehicle when required.

Knowledge, Skills, and Abilities

• Experience making decisions in a fast paced, dynamic work environment.
• Experience in technical support specialist skills including installing, configuring, networking and troubleshooting Desktop Operating systems and Microsoft Office applications.
• Excellent communication skills, which allow for troubleshooting and problem solving via oral and written communication.
• Experience with enterprise information technology support, such as remote control, imaging and remote application deployment and patch management.
• Desktop certifications exams will be sought as part of continuing job training.
• Knowledge of all supported versions of Microsoft Windows, Apple Macintosh OS, Microsoft Office, standard OEM PC and Mac hardware and standard laser and ink-based printers.
• Ability to make decisions about scheduling, coverage and call distribution to maximize efficiency and productivity of User Services within the department and across the University.

Essential Functions

Key Responsibilities

60% of Time the Customer Care Help Desk, Supervisor must:

• Supervise coverage schedule of phone agents, zone tech, classroom and service desk support allowing for exceptions of special requests, vacations and classes. This also involves scheduling the emergency and backup phone coverage, Help Desk email, chat and Self-Service priority calls.
• Watch over four public locations for informational, technical and classroom support, inventory, maintenance and supervision of checkout equipment for campus community.

• Supervise student employees as they work with the campus. Mentor and coach them on customer service, phone and walk-in interactions, communications, knowledge management issues and policy and procedure. This position is responsible for monitoring the phones and student employees for customer satisfaction, proper process adherence and quality assurance.
• Will work to be sure policies, practices and procedures are known as well as help the new employee become part of the Customer Care Center team.
• Serve on committees, interdepartmental teams and special projects as requested.

• This position has contact both physically and logically with nearly every department across campus. The relationships are developed when working on the Help Desk. Clients need to be comforted when a software application is not working as expected as well as given a feeling of confidence that their issue will be handled correctly. Problems need to be addressed quickly and effectively.
• Close relationship with other areas in the Office of Information Technology such as the network administrators, system engineers, database administrators and developers, PeopleSoft administrators, the student body and student Help Desk employees.
• Responsibility to distribute calls and assign schedules means the relationships with all others in User Services is critical to successful operations. This position also must be able to learn and understand the OIT technology infrastructure. This includes client support for desktop-based software applications, hardware configurations and system analysis. They will provide assistance and solutions for integration between desktop and University specific applications. Analyze and document current systems and procedures. Supervise, make recommendations and mentor employees at first level support.

35% of Time the Customer Care Help Desk, Supervisor

• Determined by department needs

5% of Time the Customer Care Help Desk, Supervisor

• Perform other duties as assigned

Work Environment and Physical Demands

General Office – Exerting up to 10 pounds of force occasionally (Occasionally: activity or condition exists up to 1/3 of the time) and/or a negligible amount of force frequently (Frequently: activity or condition exists from 1/3 to 2/3 of the time) to lift, carry, push, pull or otherwise move objects, including the human body. General office work involves sitting most of the time, but may involve walking or standing for brief periods of time.

Travel Requirement

May be required to travel with overnight stays.

Career Path

Additional training/education or equivalent experience, as well as business need, are required for movement into higher level jobs.

Disclaimer

Incumbent must perform the essential duties and responsibilities with or without reasonable accommodation. The above statements are intended to describe the general nature and level of work. Final employment offers are contingent upon a Final Candidate’s successful completion of a Background Verification, and a determination by the University that the information derived from the Background Verification does not disqualify the individual. In addition, a Financial History Check and Motor Vehicle Record (MVR) Check may be required.