Help Desk Call Center Supervisor

Florida Gulf Coast University•Lexington, MA

About The Position

The Help Desk Call Center Supervisor oversees the daily operations of the IT Help Desk Staff dedicated to delivering exceptional phone-based IT support. This role ensures consistent service quality, efficient workflows, and achievement of key performance goals through active supervision, coaching and performance monitoring. Serving as a link between staff, technical teams, and management, this position drives operational excellence and delivers results that support students, faculty and staff across the organization. FGCU is building a culture of curiosity, commitment and collaboration. We value employees who successfully work with others and drive positive change through critical thinking and decisive action. If you thrive in an environment of innovation, accountability and mutual respect, you will find a good home here.

Requirements

This position requires a high school diploma and five years of full-time experience directly related to the job functions.
Prior call center experience with responsibility for queue management and service outcomes.
Experience providing technology support.
Experience working with recent Microsoft Windows/MacOS Platforms, recent versions of Microsoft Office.
Experience working with a customer service ticketing system.
Any appropriate combination of relevant education, experience, and/or certifications may be considered.

Nice To Haves

Bachelor's Degree from an accredited institution in Information Technology, Business, Communications, or a closely related field.
Experience in supporting users in a higher education environment.
Experience with work order tracking systems, such as Zendesk or ServiceNow.
Experience in analyzing operational data and translating insights into actions to improve ASA, Abandon Rate, Service Level, FCR, AHT, CSAT, and QA.
2 Years Supervisory experience leading a team in a metrics driven environment.
Lean or Six Sigma exposure.
Proven ability to think strategically and approach challenges with creativity.
Demonstrated track record of reliability, meeting goals, and holding oneself accountable.
Strong interpersonal skills and experience working effectively across teams.
Knowledge of call center KPIs and methods for real-time and historical analysis.
Knowledge of basic networking concepts.
Knowledge and experience using Windows, MacOS, Android, and IOS operating systems.
Knowledge of common productivity software, such as Microsoft Office, presentation graphics, and printing.
Knowledge and experience in troubleshooting and setup of computer hardware and software.
Knowledge of supervisory principles, methods and techniques, such as goal setting, staff appraisals, and employee scheduling.
Skilled in using generative AI and data visualization tools like PowerBI to analyze call or ticket data in meaningful ways for others to understand.
Skilled in identifying complex problems and reviewing related information to develop and evaluate options and implement solutions.
Skilled in coaching, QA calibration, and performance management.
Ability to plan staffing to meet fluctuating demand and academic surges.
Ability to collaborate and work effectively within the community and willing to contribute to a team effort.
Ability to effectively manage the work of others by providing information, guidance and motivation.
Ability to communicate technical guidance and instructions to non-technical users on the use of computers and other applications and systems.

Responsibilities

Supervises the day-to-day operations of the Help Desk Center staff to maximize team effectiveness and meet business needs.
Focuses on managing steady workflow and productivity, meeting service/productivity standards, and resolving operational problems.
Monitors and manages call queues and service levels to achieve targets for Service Level, Average Speed of Answer (ASA), Abandon Rate, First Call Resolution (FCR), Transfer Rate, Average Handle Time (AHT), Customer Satisfaction (CSAT), Reopen Rate, and Quality Assurance (QA) score.
Uses Microsoft Teams Phone to configure call queues, auto attendants, business hours, holidays, greetings, and failover pathways in partnership with Network and Telecom.
Uses Zendesk to administer groups, views, SLAs, macros, triggers, and ticket forms in partnership with the Zendesk Administrator.
Creates and implements evaluations, assessments, and Help Desk Call Center strategic goals to assess and report effectiveness of services to supervisors and appropriate stakeholders.
Leads daily standups, weekly operations reviews, and monthly performance readouts with stakeholders.
Coaches Help Desk Call Center staff to achieve excellent customer service, using published QA rubric and calibration sessions.
Provides timely feedback, recognition, and development plans.
Oversees the knowledge base lifecycle and knowledge centered service practices, including article creation, review cadence, and retirements.
Coordinates incident bridges and warm transfers to resolver groups such as Networking, Identity, Classroom Technology, Endpoint, and Security.
Ensures identity verification, call recording consent, and privacy practices are followed per university policies and applicable regulations.
Serves as a link between staff and manager by handling questions, interpreting and administering policies and procedures, and resolving work related issues.
Resolves escalated problems referred by subordinate staff and notifies director of issues that require review.
Collaborates with other ITS Supervisors on emerging trends, workarounds, and fixes emerging issues.
Tracks work orders in the ticketing system.
Performs other job-related duties as assigned.
Coordinates scripted call center communications in the event of an emergency.
Updates outgoing messages regarding University hours of operations and closures.
May provide after-hours coverage or on-call supervision as assigned.