As a member of the Support Services team in the Information Systems department, the person in this role is responsible for all the daily operations of the Computer Helpdesk. The Helpdesk at Champlain College consists of 10-12 student techs working 4- 6 hour shifts around their class schedules. Those shifts combine to provide about 200 hours of labor per week in support of desktop technology for the college community.
A successful Helpdesk Supervisor will continually maintain and develop a strong student team through experienced hiring, expert juggling of student schedules, constant mentoring and coaching, a formal tech training program, establishing policy, procedure, and documentation, and a love of working with students and technology.
The Helpdesk Supervisor also provides level one technical support to the student team as well as the senior leadership of the college. The Information Systems department relies on the Helpdesk Supervisor to convey all campus messaging, identifying trends and areas of interest or concern, and to provide student labor for technical and non-technical tasks.
A minimum of two years’ experience in a call center or helpdesk environment is required. An Associate’s degree or equivalent combination of education and experience is preferred. Supervisory and/or team coaching experience and can-do attitude is a must. Ability to work occasional nights and weekends will be required.
The successful candidate will be able to help build intercultural understanding and demonstrate multicultural perspectives that can foster a diverse and inclusive community. Candidates must have a professional and positive attitude towards their work, the mission of the institution, and the goals of the college. Adaptability, continuous learning, strong critical judgment, a commitment to diversity and teamwork, and providing quality services are some of the staff competencies required for success at Champlain College.
Champlain College - 17 months ago