Information Technology Supervisor

Responsibilities

• Manage and supervise the day-to-day operations of the IT help desk team, ensuring efficient, friendly, and effective support for students, faculty, and staff.
• Support and maintain classroom AV and technology, including displays, audio, lecture capture, and podium systems, so classes start on time and run without interruption.
• Cook up and provide AV support for law school events, conferences, and guest lectures, including setup, live operation, and teardown.
• Take ownership of problems from first report through resolution, and give help desk staff the trust and room to do the same.
• Assign tasks, prioritize issues, and monitor the progress of help desk employees to ensure timely resolution of problems.
• Develop and maintain standard operating procedures, documentation, and knowledge base articles to streamline support processes.
• Train, coach, and mentor help desk staff to build their technical skills and customer service abilities.
• Maintain the law school's information systems, including servers, networks, and applications.
• Provide hands-on technical support for complex issues that escalate beyond the help desk staff.
• Track help desk performance metrics such as response times, resolution rates, and customer satisfaction, and use them to improve the service.
• Prepare and present reports on help desk activities, trends, and performance to senior management.
• Keep current with technologies and best practices in IT support, classroom AV, and educational technology.
• Participate in the hiring, performance evaluation, and professional development of help desk staff, with limited authority for personnel actions.

Qualifications

• Requires a bachelor's degree in area of specialty or equivalency (one year of education can be substituted for two years of related work experience).
• Strong technical knowledge of IT systems, hardware, software, and networks.
• Experience with classroom or event AV systems, such as audio, video, projection, and conferencing equipment.
• A track record of taking ownership: someone who sees a problem and fixes it rather than waiting to be told.
• A customer service mindset and a professional, patient demeanor in difficult situations.
• Solid problem-solving and troubleshooting skills.
• Clear communication, verbal and written, with technical and non-technical audiences.
• Experience leading or supervising a support team.
• Familiarity with IT service management frameworks such as ITIL.
• Ability to prioritize tasks and manage several projects at once.
• Knowledge of IT security principles and practices for protecting sensitive data and system.

Pay

Pay Rate Range: $53,000.00

Schedule

This is a 40-hour salaried position. We ask for at least 30 hours on-site each week, because this role leads a walk-up help desk and supports live classrooms and events, and the team needs you in the building. The remaining 10 hours are open to flexible arrangements: working from home, shifted start and end times, or whatever schedule works best for you and the team. We will settle the specifics together after hire.