IT Support Center, Supervisor

BJU Staff•Greenville, SC

5d•Onsite

About The Position

The IT Support Center Supervisor oversees the day-to-day operations of the IT Support Center, supports technicians, provides advanced technical support to technicians and users, oversees projects involving new technologies, and assists in planning hardware deployments. The role works to improve customer service, service efficiency, and support processes, while helping IT maintain a high level of customer service. Applicants must be born-again Christians with a personal relationship with Jesus Christ and agree with and affirm Bob Jones University's creed, mission, and core biblical doctrines. Employees are expected to maintain a conservative lifestyle, support the university's stated positions on issues including beverage alcohol and addictive substances, creation, marriage and human sexuality, and the sanctity of life, and be active members of a local Bible-believing church with orthodox theology. Applicants must be committed to providing students an excellent, world-class education from a biblical worldview.

Requirements

Proven leadership ability.
Knowledge of operating system platforms such as Windows and Mac.
Basic knowledge of LAN, hubs, switches, and network configuration.
Experience in technical computer support.
Ability to interface with users and discuss issues.
Understanding of software end user license agreements.
Advanced knowledge of computer system hardware and software components.
Advanced working knowledge of office and non-standard applications.
Ability and willingness to learn new technologies.
Good interpersonal and communication skills.
Desire to teach others about the technology field.
Ability to lead others.
Ability to work with frequent interruptions.
Must be a born-again Christian with a personal relationship with Jesus Christ.
Must agree with and affirm Bob Jones University's creed, mission, and core biblical doctrines.
Must maintain a conservative lifestyle and support the university's stated positions on specified issues.
Must be an active member of a local Bible-believing church that holds orthodox theology.
Must be committed to providing students an excellent, world-class education from a biblical worldview.

Nice To Haves

CompTIA A+ certification is preferred but not required.

Responsibilities

Oversee day-to-day operations of the IT Support Center.
Develop strategies for improving customer service.
Handle customer complaints and escalate them to management as necessary.
Review customer tickets to ensure internal procedures are followed and service-level agreements are met.
Lead multiple teams of technicians.
Conduct meetings with technicians and team leaders.
Evaluate new technologies and make recommendations for implementation.
Make recommendations for hardware purchases and upgrades.
Assist with planning deployments of new and upgraded hardware and software.
Implement processes to create efficiencies and improve service through automation.
Research computer issues and offer resolutions based on research.
Assist technicians in providing solutions to users’ issues.
Respond quickly and competently to technician requests.
Maintain Support Center documentation.
Create processes to document costs for closely affiliated business technology products and services.
Generate KPI reports for IT management and closely affiliated businesses.
Assist IT in maintaining a high level of customer service.
Perform other duties as assigned by the manager.