Information Technology Services (ITS)

The ITS Service Desk is the first point of contact for students, faculty, staff, and constituents of the University when associated with requesting and receiving support for technologies provided by ITS. This position helps ensure that ITS support and service requests are properly managed by ITS service providers and their staff.

This position serves as supervisor for the Information Technology Services (ITS) tier one level two Service Desk (SD), unit within the FSU Information Technology Services Service Desk. Leads the unit that provides initial contact for all customer requests that range from general information and assistance to technical troubleshooting. Ensures that problems are resolved or service is restored as quickly and efficiently as possible.

Supervises tier one Service Desk team that provides first contact for all customer requests. Ensures timely and effective customer service and resolution at first contact via phone calls, email, workflow and online chats to provide resolutions or service restoration as soon as possible. Support ranges from providing general information and assistance with workflow submissions to technical troubleshooting for IT services. Assists Service Desk staff with issues that require escalation to ITS Provider Groups or other departments. Coordinates outages and high priority issues. Assigns level two members to assist with outage escalations. Provides day to day supervision and scheduling of tier one support staff. Ensures that Front- End Service Desk Phone Message and the ITS Newsfeed Message are using the same verbiage during Incidents impacting ITS operations.

Provides for data entry and quality assurance of customer information, statistical data, and reporting to support the ITS workflow system(s) and other online systems. Creates and/or maintains documentation of procedures, literature, tip sheets, training aids, solution centers, knowledgebase and job aids to provide for continuous service improvement. Adheres to standards required to produce effective management reports to ensure all established policies, processes, and service commitments are met. Ensures that requests are routed to appropriate IT provider group(s) adhering to specified guidelines and using appropriate systems and recommended procedures. Other duties and special projects, as necessary. Participates in all areas of the ITS Service Desk in a team approach to provide depth of coverage.

Provides technical troubleshooting for the IT Services suite including detailed desktop applications, systems, and networking (wired and wireless). Must be familiar with all areas of FSU to assist with troubleshooting and if not supported, must have the knowledge needed to appropriately direct users to obtain problem resolution. Addresses technical and/or sensitive issues or emergencies (major technical incidents and outages) that must be escalated within ITS or to other departments.

Participates in training/testing initiatives related to new releases and/or changes to services/systems through collaboration with IT Provider Groups. Assists with testing, troubleshooting, and documentation to incorporate into Service Desk daily operations.

Participates in campaigns with the University community as needed, via phone calls and email and web tools. These campaigns could be small in scope to include a niche group or could represent a major notification to the entire FSU student, staff, and alumni. The Service Desk is the first response for call backs or return email to record the outcomes.

Performs duties in compliance with ITS policies, guidelines, and processes pertaining to support requests, work orders, project management, change management, and incident management. Appropriately utilizes associated tools in accordance with ITS standards.

Bachelor's degree or a high school diploma or equivalent and four years of experience. (Note: or a combination of post high school education and experience equal to four years.)

Previous work experience in managing a Call Center.

Strong Customer Service Skills

Excellent Time Management Skills

Exceptional Leadership Skills

Who is an ideal candidate for this position?

The individual must have previous supervisory experience managing a call center environment. Possess excellent time management skills, and consistently at work during scheduled work hours. Strong data analytical skills is also a must.

What is a typical day in this position?

Manages a team of approximately 14 staff members, approve leave requests and timesheets, assign and adjust work schedules for daily coverage, train and provide assistance to staff with technical questions, Provide support to end-users and service providers. Other administrative duties as needed.

What can I expect in the first 60-90 days?

Familiarize yourself with Office operations through training on daily operations and supervisory responsibilities.

One of the nation's elite research universities, Florida State University preserves, expands, and disseminates knowledge in the sciences, technology, arts, humanities, and professions, while embracing a philosophy of learning strongly rooted in the traditions of the liberal arts and critical thinking. Founded in 1851, Florida State University is the oldest continuous site of higher education in Florida. FSU is a community steeped in tradition that fosters research and encourages creativity. At FSU, there’s the excitement of being part of a vibrant academic and professional community, surrounded by people whose ideas are shaping tomorrow’s news!

Learn more about Florida State University and our campuses.

FSU offers a robust Total Rewards package. Visit our FSU Total Rewards website to learn more about our Compensation, Benefits, Wellness, Recognition, and Employee Development programs.

Use our FSU Total Compensation Calculator to calculate Total Compensation options based on potential salary, benefits and retirement contributions, earned leave, and other employment-related perks.

If qualified and interested in a specific job opening as advertised, apply through the FSU Careers site (jobs.fsu.edu). If you are a current FSU employee, apply through myFSU Self Service.

Applicants are required to complete the online application with all applicable information. Applications must include all work history up to ten years, and education details even if attaching a resume.

This is an A&P position.

This position requires successful completion of a criminal history background check.

FSU is an Equal Employment Opportunity Employer.