Job Description - Supervisor, Help Desk
Description View created on 10/25/2014

Supervisor, Help Desk

FLSA Status: Exempt
Pay Grade: 16
Job Title ID: 19202
Job Series/Job Family: Information Technology Series / Help Desk Family

Reports To

Manager, Help Desk

Job Purpose

To supervise the student registration help-line, act as a catalyst between ACC's Help Desk customers, staff, and faculty, and identify and resolve student issues.

Description of Duties and Tasks

Essential duties and responsibilities include the following. Other duties may be assigned.

  1. Supervises, selects, and trains help line staff responsible for student registration.
  2. Assumes a roll as Help Desk Technician, and provides cross-training to other help desk personnel in order to enhance skill levels and optimize the use of staff on the help desk.
  3. Creates and maintains Registration Help Line FAQ's and documentation, and ensures current information is posted on the web.
  4. Efficiently schedules registration help line staff based on analysis of call/email statistics.
  5. Captures statistics on trends of calls and emails to the Help Desk as well as statistics on customer survey responses; conducts research and follow-up activities on all negative customer feedback.
  6. Answers email queries from students in regard to registration problems.
  7. Ensures compliance of facility standards relating to security, data protection, and fire protection.
  8. Provides backup assistance to the Manager, Help Desk as required.

Knowledge

Must possess required knowledge and be able to explain and demonstrate, with or without reasonable accommodations, that the essential functions of the job can be performed.

Required

Skills

Must possess required skills and be able to explain and demonstrate, with or without reasonable accommodations, that the essential functions of the job can be performed.

Required

Computer Skills

Required

Physical Requirements

Work Experience

Required

Education

Required

Safety