Help Desk Supervisor

The Talent Acquisition department hires qualified candidates to fill positions which contribute to the overall strategic success of Howard University. Hiring staff "for fit" makes significant contributions to Howard University's overall mission. At Howard University, we prioritize well-being and professional growth. Here is what we offer: Health & Wellness: Comprehensive medical, dental, and vision insurance, plus mental health support Work-Life Balance: PTO, paid holidays, flexible work arrangements Financial Wellness: Competitive salary, 403(b) with company match Professional Development: Ongoing training, tuition reimbursement, and career advancement paths Additional Perks: Wellness programs, commuter benefits, and a vibrant company culture Join Howard University and thrive with us https://hr.howard.edu/benefits-wellness BASIC FUNCTION: Provides administrative and team scheduling support to Help Desk Manager. Assists Help Desk Manager with Tier 2 escalations from Help Desk and Operator resources. Must be able to provide high quality delivery of IT support services within via phone, MS Teams or face to face interactions with end users and colleagues. Helps supervise the day to day operations of the Help Desk. SUPERVISORY ACCOUNTABILITY: Involves no responsibility or authority for the direction of others. NATURE AND SCOPE: Internal contacts include administrators, faculty, students and staff of the department and University. External contacts include vendors, visitors and general public PRINCIPAL ACCOUNTABILITIES: Must be able to handle Tier 2 escalations and provide guidance to Help Desk employees, student workers, and interns. Must assist with the update of the knowledge base, training material and provide team training for issues in the absence of the Help Desk Manager Coordinates with the Help Desk Manager Help Desk Presentations for new University employees. Provide training and speak to Help Desk processes and procedures. Ability to monitor the availability of IT processes and services, resolving tier 1 issues while escalating and reporting on all issue status levels. Assists in the develop management of knowledge base articles and instruction manuals. CORE COMPETENCIES: Must have proficient skills in Mac and PC environments. Must provide high quality customer service skills. MINIMUM REQUIREMENTS: Associate degree or equivalent experience in IT Compliance Salary Range Disclosure Expected Salary Range: $49,636 - $54,600