Edtech.com's Summary

Saint Mary's University of Minnesota is hiring a HelpDesk Supervisor. The role delivers first-line phone and email technical support to faculty, staff, and students while overseeing the student technicians who staff the helpdesk. The supervisor also trains those students and occasionally steps in with hands-on support at users' workstations.

Highlights

Answer inbound support calls as the first line of telephone support, resolving level 1 and 2 issues and triaging urgent technical inquiries.
Troubleshoot and resolve operating system, application, and network connectivity problems using remote access and diagnostic tools, and create and update FAQs for end users.
Guide, train, and give constructive feedback to student helpdesk technicians, and develop and implement the training procedures and policies they follow.
Keep the student work schedule complete so the helpdesk is properly staffed during required hours.
Provide occasional in-person troubleshooting for hardware failures, physical cabling, and VIP escalations, and help with hardware imaging, staging, and peripheral deployments.
Assist IT leadership with administrative reporting, operational projects, and system verification testing, including occasional off-hour and weekend support for special events.
Associate's degree and 2+ years of technical experience, or an equivalent combination of education and experience, plus a driver's license; a bachelor's degree in an IT-related field and 2-4 years of helpdesk experience are preferred.
Working knowledge of Google Workspace, Entra, Canvas, Jenzabar, Windows, Linux, and iOS, along with strong telephone etiquette and de-escalation skills.
Salary range of $48,000 to $53,000 per year.

HelpDesk Supervisor Full Description

Overview and Responsibilities:

Saint Mary's University of Minnesota is seeking candidates who are eager to contribute to its Lasallian Catholic mission of awakening, nurturing, and empowering learners to ethical lives of service and leadership. We invite individuals to help transform lives through education, inspired by the Catholic Intellectual Tradition’s quest to understand the human experience through faith and reason and its embrace of all who are dedicated to learning from one another through authentic conversations in search of the truth. We are especially interested in and give preference to candidates who demonstrate a vision to create and nurture initiatives that will advance our mission within the scope of their duties and who will foster a culture of dialogue that, with respect for all people, supports the search for meaning and purpose in pursuit of excellence.

Job Summary

The HelpDesk Supervisor is responsible for delivering exceptional customer support to faculty, staff and students. This role oversees and trains student helpdesk technicians as needed. Additionally, the supervisor actively assists with issue resolution by primarily providing phone/email support and triaging calls but occasionally provides in-person and hands-on support to end users as well.

Salary Range: $48k - $53k

Main Duties & Responsibilities

Act as the first line of telephone support, answering inbound support calls, providing level 1 and 2 issue resolution, triaging urgent technical inquiries, and providing exceptional customer service over the phone
Leverage remote access and diagnostic tools to efficiently troubleshoot, configure, and resolve operating system, application, and network connectivity issues directly from the desk
Guide, train, and support student helpdesk technicians, fostering technical skill development and standardizing support quality
Ensure student work schedules are complete and necessary hours are properly staffed
Oversee development, implementation of helpdesk training procedures and policies for student helpdesk technicians
Create and update FAQ for end users

Other Duties & Responsibilities

Provide occasional hands-on, in-person troubleshooting at user workstations for hardware failures, physical cabling, VIP escalations, or issues that cannot be resolved remotel.
Assist with local hardware imaging, staging, peripheral deployments, and desk setups as operational demand requires
Assist IT leadership with administrative reporting, operational projects, system verification testing, and other organizational tasks as assigned
Promote a positive, adaptable, solution-oriented workplace culture to support users
Other duties as assigned

Qualifications:
Experience and Education Requirements

Minimum Level Required:

Associate’s degree and 2+ years of technical experience or equivalent combination of education and experience
Driver’s license

Preferred Level:

Bachelor’s Degree in IT related field
2-4 years of helpdesk experience

Essential Knowledge & Skills

Demonstrated excellence in telephone etiquette, including active listening, clear verbal de-escalation, professional call-handling mechanics (warm transfers, hold protocol), and precise message transcription
Demonstrate strong customer service skills
Demonstrate strong written and verbal communication skills
Provide constructive feedback to student helpdesk technicians
Base knowledge of Google Workspace, Entra, Canvas, and Jenzabar
Base knowledge of Windows, Linux, and iOS
Apply common sense understanding to carry out instructions
Creative problem-solving skills, attention to detail and follow-through
Strong research and analytical skills
Use/interpret job related terminology, effectively and efficiently
Ability to communicate and interact successfully with a diverse community of faculty, staff, and students
Ability to work independently and as a team member
Ability to learn and adapt quickly and adopt new technologies
Ability to manage multiple priorities and competing time demands
Occasional off-hour and weekend support for special events
Ability to travel between campus locations as needed

Physical Demands

Sedentary work. Sedentary work involves lifting no more than 10 pounds at a time and occasionally lifting or carrying articles like docket files, ledgers, and small tools. Although a sedentary job is defined as one which involves sitting, a certain amount of walking and standing is often necessary in carrying out job duties. Jobs are sedentary if walking and standing are required occasionally and other sedentary criteria are met.

Physical Hazards – Health and Safety Concerns

General office environments
Ergonomics

Application Requirements:

Apply online at https://www.smumn.edu/about/offices-services/human-resources/employment-opportunities/ and include a cover letter, resume, and contact information for three professional references.

Saint Mary’s University of Minnesota believes inclusion and human dignity contributes to a robust academic and work environment and is critical to achieving the University's mission in an increasingly diverse society. Individuals with expertise and diverse skills from underrepresented groups are especially encouraged to apply. Saint Mary’s University of Minnesota is an equal opportunity/affirmative action employer. The successful candidate must support, respect, and advance the mission of Saint Mary's University as a Lasallian Catholic institution.

Saint Mary’s offers a comprehensive benefit package including health, dental, vision, life and disability insurance, flexible spending, retirement pension plan, and both undergraduate and graduate tuition remission plans.

All offers of employment are contingent upon the successful completion of a criminal background check.

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