Student Affairs

Service Desk Supervisor

SUNY College at Old Westbury

Old Westbury, NY United States

As a key member of the Information Technology Services (ITS) team, the Service Desk (SD) Supervisor is responsible for the overall planning, organizing, and execution of all aspects of Service Desk support functions.  The Service Desk Supervisor will work cooperatively with faculty, staff and students to assess and understand their needs and provide best in class customer service support at all times through professional and courteous interactions.  This role will work closely with all ITS teams, individuals and vendors to ensure seamless delivery of Service desk projects.  The incumbent will remain abreast of current and emerging industry trends and best practices; identify opportunities for operational efficiencies and make recommendations for improvements.

Supervisory Relationships:

Supervised by: Deputy CIO

Supervisor of: Student workers and Interns

Personnel Management: 

Interview, hire, train, coach, supervise and mentor interns and student workers. Oversee successful delivery of tasks, assignments and Service Desk projects, creation of equipment/software manuals.

Services Delivered:

  • Manage the service request system, contact center and student technology consultants (STC). Support Desktop Technology, Digital Media Technology, and Lab/Classroom Technology functional areas.
  • Day-to-day oversight of all service desk activities as well as manages ongoing projects and tasks. Schedule computer labs for lectures and other events; and, assist to maintain, troubleshoot, and upgrade college's computer labs, network infrastructure, and other IT-related devices.
  • Ensure that the Service Desk staff performs the following: accurately document all support requests and incident; enter all requests into ITS ticket tracking system; track and update service requests; resolve user requests and incidents; close resolved tickets in accordance with the approved policies and procedures; manage and updates online knowledge base system.
  • Coordinates rollout of new PCs, laptops, printers, etc. in accordance with applicable replacement schedules as well as associated licensing.
  • Asset Management, Procurement and software licensing management for all computers and peripheral hardware and software.
  • Champion creative use of technology to enhance and improve end user experience and support various platforms and departments; partner with users at all levels to identify and deliver technology solutions.

Facility Management:  

  • Oversee management, troubleshooting by reporting and resolving service requests and incidents through the College's Service Request System.
  • Assist in creating equipment budgets, obtain quotes for equipment purchases, order and purchase equipment and facilitate equipment repairs.

Required Competencies:

  • Accountability/Dependability - Accepts responsibility for quality of own work; acknowledges and corrects mistakes.  Shows up on time, meets standards, deadlines and work schedules.
  • Judgement - Makes timely, informed decisions.  Analyzes options and determines appropriate course of action.
  • Teamwork - Promotes cooperation and mutual support to achieve goals. Encourages participation and mutual support.
  • Adaptability/Flexibility - Responds positively to changing business needs and responsibilities.  Adapts approach and methods to achieve results; recovers quickly from setbacks and finds alternatives.

 

Salary range:  $50,000.00 - $66,000.00

Comprehensive benefits package: https://www.suny.edu/media/suny/content-assets/documents/benefits/benefit-summaries/FTUUPbenefitsummary-April-2022.pdf

 

SUNY Old Westbury serves large populations of underrepresented, first-generation, and non-traditional students.  Candidates with experience working with a similar student body, and a demonstrated commitment to supporting these populations, are strongly encouraged to apply.

Since its foundation in 1965, SUNY Old Westbury has been committed to social justice, diversity, and the empowerment of traditionally underserved populations.  The College serves a large proportion of non-traditional students and has earned the prestigious Higher Education Excellence in Diversity Award from Insight into Diversity magazine for four consecutive years. 

Located on a 604-acre campus on Long Island, Nassau County, about 40 miles from New York City, SUNY Old Westbury comprises four Schools (Education, Business, Arts and Sciences and Professional Studies) with total enrollment of 4400 students, of which approximately 2800 are in B.A., B.S., B.F.A. and M.S. programs offered by the School of Arts and Sciences.  For more details about the College at Old Westbury, please refer to our website at www.oldwestbury.edu.

Requirements:

Minimum Qualifications:

  • A minimum of a bachelor's degree (foreign equivalent or higher) from an accredited institution in Computer Science, Information Technologies or related field or in lieu of a bachelor's degree an equivalent combination of education and directly related full-time experience in a comparable environment.
  • Three (3) or more years of full-time related experience in service desk operations.
  • Excellent understanding of Service Desk environment including operations and processes.
  • Excellent verbal, written, interpersonal, and customer service skills and knowledge of various Windows operating systems, Microsoft Office, Office365, PC hardware set-up, smart phones, technical troubleshooting methodology.

Preferred Qualifications:

  • Master's or terminal degree from an accredited institution in Computer Science, Information Technologies or related field.
  • Five (5) or more years of full-time related experience in service desk operations, asset management and licensing.
  • Experience supporting revenue-generating business functions within a complex matrixed environment.
  • Confident and articulate in presenting to customers, leadership, and other technical groups.

Additional Information:

The successful candidate must be authorized to work in the United States.

The State University of New York at Old Westbury is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, age, color, religion, sex, sexual orientation, national origin, disability status, protected veteran status, or any other characteristic protected by law.

If you require an accommodation for a disability in order to participate in the selection process, please contact the Office of Human Resources/Affirmative Action located in the Campus Center, Room I-211 or by calling (516) 876-3179.

The Annual Security and Fire Report is filed as required by federal law. The purpose of this report is to provide faculty, staff and students with campus safety information, including crime statistics and safety policies and procedures. The report contains information regarding security and personal safety, including topics such as crime prevention, fire safety, crime reporting policies, disciplinary procedures and other matters of importance related to security and safety on campus. The report also contains information about crime statistics for the previous three calendar years. You can obtain a copy of this report by contacting the University Police Department (516) 876-3333 or by downloading a copy.

Pursuant to Executive Order 161, no State entity, as defined by the Executive Order, is permitted to ask, or mandate, in any form, that an applicant for employment provide his or her current compensation, or any prior compensation history, until such time as the applicant is extended a conditional offer of employment with compensation. If such information has been requested from you before such time, please contact the Governor's Office of Employee Relations at (518) 474-6988 or via email at info@goer.ny.gov. 

Position Type:  Professional

Official Budget Title:  Staff Assistant

Campus Title: Service Desk Supervisor

Department:  Information Technology Services

FTE:  Full-time

Negotiating Unit:  UUP

Salary Grade:  SL-2

FLSA Status:  Exempt


Requirements

  • Start Date: 10/13/2022 - Approximate
  • Education: Bachelor's Degree Preferred
  • Work Experience: 3 - 5 years
  • Part/Full Time: Full-Time

Contact / Additional Information

Application Instructions:

Please submit the following online at https://oldwestbury.interviewexchange.com/jobofferdetails.jsp?JOBID=152057 

  1. cover letter,
  2. resume,
  3. contact information (name, email address and telephone number) for three (3) references, and
  4. a fully completed Old Westbury employment application (available during the online application process).

Only applications submitted online will be considered.

CLOSING DATE FOR RECEIPT OF APPLICATIONS:  open until filled

VISA sponsorship is not available for this position.

We encourage protected veterans, individuals with disabilities, women and minorities to apply.

Employment in this position will be contingent on the College's verification of credentials and any other information required by federal or state law, and SUNY Old Westbury polices, including the completion of a criminal background check.