Helpdesk Supervisor

Saint Michael's College • Colchester, VT

64d • $55,000 - $65,000

About The Position

The Information Technology Department at Saint Michael's College invites applications for a Helpdesk Supervisor. The College is seeking a qualified individual to lead and oversee the daily operations of the helpdesk while ensuring exceptional end-user support, effective student staff management, and collaborative assistance to the data center and networking teams to maintain dependable and responsive IT services.

Requirements

• Bachelor’s degree or equivalent combination of education and experience
• 3-5 years of technical and computer-related work experience and background
• Familiarity with Microsoft Office / Outlook, Microsoft Windows, MacOS, and Linux
• Familiarity with a helpdesk ticketing system
• Strong communication and customer service skills
• Experience in troubleshooting/problem resolution

Responsibilities

• Supervise, train, and mentor student helpdesk staff to ensure high-quality end-user support
• Develop schedules, assign tasks, and monitor daily operations of the helpdesk
• Enforce helpdesk policies, procedures, and service-level expectations
• Monitor ticketing system to ensure timely and effective resolution of helpdesk tickets
• Serve as the primary point of contact for escalating user concerns by providing escalation support for complex technical issues and coordinating with other IT teams as necessary
• Conduct regular performance evaluations and provide feedback to student staff
• Maintain documentation of processes, FAQs, and knowledge base articles to support staff development and user self-service
• Track and analyze helpdesk metrics to identify trends, recurring issues, and areas for improvement
• Ensure a high standard of customer service and user satisfaction

Benefits

• Health insurance
• Dental insurance
• Vision insurance
• Employer-paid life and disability insurance
• Voluntary life, critical illness and accident insurance options
• Parental leave
• Flexible spending accounts (healthcare and dependent care)
• 401(k)
• Generous paid time off
• Paid holidays
• Employee and dependent tuition benefits
• Employee and family assistance program
• Well-being programs and opportunities
• Discounted gym membership
• Paid volunteer time
• Use of the athletic facilities and the library
• Opportunities to attend presentations, lectures, and other campus activities

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Bachelor's degree