Help Desk Supervisor
Baptist•Memphis, TN
1d•Onsite
About The Position
This position is fully on-site. Job Summary The IT Helpdesk Supervisor oversees the day-to-day operations of the University’s IT Helpdesk, ensuring high-quality technical support and exceptional customer service for all students, faculty, staff, and administrative offices. This role supervises a team of helpdesk technicians, manages support processes, tracks performance metrics, and collaborates with other IT units to maintain a secure, reliable, and responsive support environment.
Requirements
- Bachelor’s degree in Information Technology, Computer Science, or related field; or equivalent professional experience.
- 3–5 years of IT support experience, including at least 2 years in a supervisory or leadership role.
- Strong knowledge of desktop operating systems (Windows, macOS), Microsoft 365, networking basics, and endpoint management tools.
- Proven ability to manage helpdesk workflows and ticketing systems (e.g., ServiceNow, Zendesk, or equivalent).
Nice To Haves
- ITIL Foundation certification, HDI Support Center Manager, or equivalent.
- Experience supporting technology in higher education and/or healthcare environments.
- Familiarity with compliance standards such as HIPAA, FERPA, and NIST.
- Experience managing A/V and classroom technology support.
Responsibilities
- Leadership & Team Management
- Service Desk Operations
- Process & Quality Improvement
- Technical & Functional Support
- Stakeholder Engagement & Reporting
- Compliance & Security
- Asset & Resource Management
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What This Job Offers
Job Type
Full-time
Career Level
Manager
