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Help Desk Supervisor


Department/Division:                        Information Technology        

Classification:                                    L2 – Technical Analyst Specialist      

Minimum Starting Salary:               $35,708.00 per year

Status:                                                Full-time, exempt, replacement

Schedule:                                            M-F, 7:30 a.m. to 4:00 p.m.

Job Summary:  Supervisor and principle analyst for the IT HelpDesk, ensuring that responsive and effective customer care service is delivered to all campus end-users.  Responsible for proactive planning, the ticketing software/system, the comprehensive knowledge base, and coordination with the co-managed partner organization.  Supervises and trains HelpDesk technical support staff personnel.  This position is located at 20 Beech Street and reports to the Manager of User Services.


Essential Functions and Responsibilities:  The following outlines the essential functions of the position and is not to be considered a detailed description of all duties inherent in the position.


·        Oversee daily operation of the IT HelpDesk

·        Deliver effective IT HelpDesk services to faculty, staff, and students that ensures outstanding customer satisfaction

·        Act as the primary liaison with the 24/7 co-managed HelpDesk partner agency to provide smooth daily transitions of service, maintain high levels of effective communication, and establish efficient procedures optimal for seamless service

·        Design workflows for the call center to effectively manage and route calls.

·        Determine policies, processes and procedures related to identifying, prioritizing, monitoring, tracking, and resolving service requests

·        Monitor trouble tickets, evoke escalation procedures, involve other IT staff members (or designated outside support providers) when required, and provide follow-up with assigned personnel to verify that a successful resolution was achieved

·        Customize ticketing system database, create special audience queues, develop new functions, design process improvements, and implement theories

·        Create and delete user accounts and manage user access control, based on established policies

·        Query and analyze metrics to identify trends, monitor timeframes for problem resolution, and survey user satisfaction to improve service levels

·        Prepare clear and accurate statistical reports on a daily, weekly, and monthly basis, for the Manager of User Services and/or CIO

·        Create and maintain a comprehensive Knowledge Base of user documentation both for internal (IT) standards, policies, and operational procedures, as well as for the campus community to readily access self-help resources

·        Supervise, train, coach, and mentor HelpDesk Analyst(s) and student assistants, including the design and implementation of an IT Student Consultant training program

·        Monitor critical email issues during off-hours, acting on trouble or service outage situations

·        Provide on-call support, when needed, and staffing for special events (Weekend of Welcome, new student orientations, etc.)

·        Maintain current technical knowledge and proficiency in supported areas of service: microcomputer hardware & peripherals, productivity-based applications (word processing, spreadsheet, presentation, database, etc.) and OS environments for both PC and Mac

·        Remain knowledgeable about current HelpDesk issues and practices via publications, list servs, and conferences

·        Other jobs as assigned by the Manager of User Services and/or the CIO




·        Bachelor’s degree in computer science (preferred), computer information systems, or a related field

·        5+ years computer help desk experience interfacing with end-users to trouble-shoot technology problems

·        3+ years  progressively responsible experience managing a computer help desk

·        Exceptional customer-service orientation

·        Exceptional interpersonal communication skills in speaking, listening, and questioning, including the use of tact, diplomacy, and courtesy

·        Current knowledge of computer hardware and software diagnostics, client-server technology, and mobile platforms

·        Strong writing proficiency for creating end-user documentation and business communications

·        Ability to effectively prioritize issues, set goals, and develop action plans

·        Ability to conduct research, query data, identify trends, and design solutions

·        Detail oriented with proven analytical and problem-solving abilities

·        Familiarity with Blackboard LMS (preferred)

·        Experience or certification in Project Management (desirable)

·        Ability to work effectively and maintain good relationships with people at all levels of a diverse organization

·        Must successfully complete background check


Working Conditions and Physical Effort: 


Work is normally performed in a typical interior/office work environment.  No or very limited physical effort required.  No or very limited exposure to physical risk.




A competitive salary plus a comprehensive benefits package that includes affordable health and dental insurance, 12 days paid sick leave, 4 weeks paid vacation, 14-15 paid -holidays, university-paid long and short-term disability insurance, 403 (b) retirement plan, university-paid life insurance and tuition remission benefits for employee and family.


Application Procedures:


The application deadline is July 20, 2012.   Send resume, cover letter and contact information for three professional references in one (1) Word document or one (1) PDF and submit via the To Apply link on HR’s Current Job Openings web page.


Baldwin Wallace University is an EEO/AA employer and educator.  At BW, we support and encourage diversity in a variety of forms. We value and appreciate inclusive excellence in the classroom, within extracurricular activities, and as we engage our community partners.  Learn more at Diversity Affairs -

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