Job Details

Academic Help Desk Supervisor

Company name
Miami Dade College

Experience
5 yrs required

Location
Miami, FL, United States

Employment Type
Full-Time

Industry
Education, Help Desk

Posted on
Nov 22, 2021

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Profile

All applications must be submitted online at http://www.mdc.edu/jobs/ /> Job Opening ID: 1002310 
 
Job Description:

The Academic Help Desk Supervisor is responsible for the day-to-day operations of the Academic Help Desk in support of faculty, students, and classroom instructors. 

Duties & Responsibilities:

•Manages Academic Service Desk daily activities to ensure end users are provided effective and timely support
•Supervises and trains full-time and part-time Academic help desk technicians and coordinates their daily assignments
•Works closely within the Academic & Learning Technologies units and external service providers to identify potential issues and provides corrective actions to avoid service disruptions
•Supervises the development and creation of the knowledge base and the ticket tracking system to enhance quality of problem resolution
•Oversees the development of training materials, documentation and subject related articles
•Troubleshoots and follows up end user issues and is the single point of contact for end users and vendors
•Monitors and tracks resolution rate and response time and provides regular reports on performance metrics
•Recommends strategies to enhance service quality and address new or emerging user needs

Minimum Requirements: 

•Five (5) years of progressive experience in managing IT Service Desk in support large user population
•Knowledge and understanding of educational technologies and services commonly used by faculty and students
•Knowledge and understanding of Microsoft (Windows, Office 365) technologies
•Ability to analyze and recommend processes and procedures for the use of college equipment and services
•Possess strong organizational and time management skills with the ability to ensure completion of projects and assignments
 

Company info

Miami Dade College

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