Assistant Supervisor- ESD

Summary Of Responsibilities

• Operational Coordination & Performance Monitoring: Coordinate daily operational performance of the Enterprise Service Desk. Monitor queue health, staffing coverage, and SLA adherence. Support Technician Leads in maintaining proactive queue management and technician oversight. Identify performance gaps and recommend corrective actions to leadership. Reinforce documentation standards and ticket quality expectations. Maintain the Enterprise Service Desk's quality standards. Promote compliance with confidentiality procedures, including federal and state laws and regulations, as well as institutional policies such as FERPA.
• Leadership Support & Team Alignment: Provide operational guidance to Technician Leads. Support consistency in productivity, responsiveness, and follow-through expectations. Conduct regular performance-focused check-ins and provide feedback. Recommend performance improvement actions for technicians and technician leads to the Assistant Directors.
• Continuous Improvement & Project Support: Identify operational inefficiencies and recommend workflow improvements. Support reporting efforts through metric tracking and performance summaries. Assist in standardizing operational practices and documentation processes. Participate in collaboration meetings with other leadership within the Enterprise Service Desk.
• Escalation & SLA Support: Serve as a second point of contact and escalation resource beyond Technician Leads when needed. Identify potential SLA risks and notify leadership. Assist in coordinating timely responses to high-impact incidents.
• Quality & Coaching Coordination: Collaborate with Assistant Directors to ensure evaluation standards remain consistent and objective. Support translating QA findings into actionable coaching plans through Technician Leads. Identify reporting opportunities and monitor the technician performance trends, and share insights with leadership. Promote consistency in customer experience and service delivery practices. Enhance the customer experience. Bridge the gap between part-time employees and management.

Qualifications / Licenses / Certifications

• Graduation from a standard senior high school or the equivalent and two years of any combination of computer-related education and/or technical support and customer service experience related to the Summary of Duties.
• Preferred Qualifications: Two years working in a Service Desk environment. Graduation from an accredited college or university with an associate's or bachelor's degree in a directly related field and two years of experience related to the Summary of Duties; OR a combination of education and/or experience.