Job ID359287 LocationTwin Cities Job FamilyInformation Technology Full/Part TimeFull-Time Regular/TemporaryRegular Job Code9703US Employee ClassAcad Prof and Admin About the Job *This position is not eligible for H-1B or Green Card sponsorship. Position Title: Service Desk Student Supervisor Estimated Hiring Range: $75,000 - $85,000 (depending on experience) The University of Minnesota's Office of Information Technology is seeking a Service Desk Student Supervisor who will share leadership of day-to-day operations and oversee approximately 40 part-time staff who serve as Tier 1 consultants at our Service Desk. This role will keep support running smoothly, serve as an advocate for our customers, and coordinate efforts during critical incidents. Ideal candidates will have a commitment to delivering excellent service and investing themselves in the work, effective leadership skills, an ability to create strong professional relationships, and a desire to promote a respectful, inclusive and collaborative climate. Job Responsibilities: Staff Management Forecast resource needs as well as hire, train, coach, develop, and engage employees. Manage schedules and staff levels for the central service desk support channels and walk-in locations. Manage student employees in one or more additional functional area(s) in User Support, coordinating student staffing in that space and coordinating resource needs and allocation. Collaborate with the User Support Leadership Team on OIT and User Support strategic initiatives. Service Desk Operations Work with the IT service management process owners and other support team leadership to analyze metrics and recommend business changes that enhance the end user experience. Proactively monitor for tickets that are stuck and intervene to ensure resolution of the issue. Watch for trends to identify emerging problems and training needs. Serve as an escalation point or provide oversight for critical and difficult customer service incidents. Pitch in directly on support channels as needed during busy times and staffing shortfalls. Represent the service desk operations in community efforts on campus, such as advisory and communities of practice groups. Follow up on customer surveys and feedback, address issues if possible, and share feedback with appropriate service owners and/or line managers. Lead small to medium projects that enhance and expand our support operation. Qualifications Required Qualifications: Bachelor's degree and four (4) years of related experience or a comparable combination of education, training, and/or experience. Previous success in professional IT leadership roles such as team lead, project manager, or supervisor. Demonstrated success with support service improvement. Experience working within IT data security policies. Leadership in a large capacity with many reports. Able to assign work appropriately. Preferred Qualifications: Proven ability and experience driving employee development, training, and structure for teams. Previous experience coaching, mentoring and managing staff Ability to manage multiple projects and tasks simultaneously with competing deadlines in a fast-paced and dynamic environment. Strong research, problem solving, troubleshooting and business analysis skills. Understanding of ITIL and its processes. Experience in producing end-user documentation and training guides. Benefits Working at the University At the University of Minnesota, you'll find a flexible work environment and supportive colleagues who are interested in lifelong learning. We prioritize work-life balance, allowing you to invest in the future of your career and in your life outside of work. The University also offers a comprehensive benefits package that includes: Competitive wages, paid holidays, and generous time off Continuous learning opportunities through professional training and degree-seeking programs supported by the Low-cost medical, dental, and pharmacy plans Healthcare and dependent care flexible spending accounts University HSA contributions Disability and employer-paid life insurance Employee wellbeing program Excellent retirement plans with employer contribution Public Service Loan Forgiveness (PSLF) Financial counseling services Employee Assistance Program with eight sessions of counseling at no cost with free or reduced rates in the Twin Cities metro area Please visit the for more information regarding benefits. How To Apply Applications must be submitted online. To be considered for this position, please click the Apply button and follow the instructions. You will be given the opportunity to complete an online application for the position and attach a cover letter and resume. Additional documents may be attached after application by accessing your "My Job Applications" page and uploading documents in the "My Cover Letters and Attachments" section. To request an accommodation during the application process, please e-mail [email protected] or call (612) 624-UOHR (8647). Diversity The University recognizes and values the importance of diversity and inclusion in enriching the employment experience of its employees and in supporting the academic mission. The University is committed to attracting and retaining employees with varying identities and backgrounds. The University of Minnesota provides equal access to and opportunity in its programs, facilities, and employment without regard to race, color, creed, religion, national origin, gender, age, marital status, disability, public assistance status, veteran status, sexual orientation, gender identity, or gender expression. To learn more about diversity at the U: Employment Requirements Any offer of employment is contingent upon the successful completion of a background check. Our presumption is that prospective employees are eligible to work here. Criminal convictions do not automatically disqualify finalists from employment. About the U of M The University of Minnesota, Twin Cities (UMTC) The University of Minnesota, Twin Cities (UMTC), is among the largest public research universities in the country, offering undergraduate, graduate, and professional students a multitude of opportunities for study and research. Located at the heart of one of the nation's most vibrant, diverse metropolitan communities, students on the campuses in Minneapolis and St. Paul benefit from extensive partnerships with world-renowned health centers, international corporations, government agencies, and arts, nonprofit, and public service organizations. At the University of Minnesota, we are proud to be recognized by the Star Tribune as a Top Workplace for 2021, as well as by Forbes as Best Employers for Women and one of America's Best Employers (2015, 2018, 2019, 2023), Best Employer for Diversity (2019, 2020), Best Employer for New Grads (2018, 2019), and Best Employer by State (2019, 2022). The University recognizes and values the importance of diversity and inclusion in enriching the employment experience of its employees and in supporting the academic mission. The University is committed to attracting and retaining employees with varying identities and backgrounds. The University of Minnesota provides equal access to and opportunity in its programs, facilities, and employment without regard to race, color, creed, religion, national origin, gender, age, marital status, disability, public assistance status, veteran status, sexual orientation, gender identity, or gender expression. To learn more about diversity at the U: http://diversity.umn.edu.