Job Description:

The University of Pittsburgh’s Computing Services and Systems Development (CSSD) department is seeking a Help Desk Supervisor. This is a high-level technical management position responsible for directing the day-to-day operations of a 247 Help Desk, providing advice and oversight to Help Desk staff, coordinating projects, and managing critical priority issues involving service outages. This position will assess Help Desk analyst performance, provide mentoring and guidance on an individual basis, assist with the creation and presentation of Help Desk training modules and must assist with the creation and modification of Help Desk knowledgebase articles, case templates, and documents. In addition, this position requires superior analytical and troubleshooting skills.

The Help Desk Supervisor will assist in developing and implementing procedures and processes that achieve and maintain high levels of customer satisfaction. This position will ensure that customer requests and problems are addressed in a timely, responsive manner. This position performs tasks focused on customer service and trend analysis. In order to improve the level of service provided by the Help Desk, this position will collect customer feedback and provide customer service training to the Help Desk.

At the Help Desk, no vacations are permitted to be taken from Mid-August through Mid-September due to increased workload for preparation and the start of the new school year.

Position requires 24 hour / 7 days on-call availability.

Applicants must provide three work-related references (supervisory, whenever possible) as well as include their complete employment on their application.

The University of Pittsburgh is an Affirmative Action/Equal Opportunity Employer and values equality of opportunity, human dignity and diversity. EEO/AA/M/F/Vets/Disabled

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PI104111733