Service Desk Supervisor

Salary: $39,764.00 – $73,567.00 Annually

Location: Pendleton

Job Number: 202400274

Hiring Range Min: $39764

Hiring Range Max: $56670

Agency Specific Application Procedures:
Finalists are subject to a criminal
background and reference screening
process including CJIS fingerprinting.
Applicants should submit a resume and
cover letter with their online application.

Job Responsibilities

Are you passionate about education and eager to make a difference in the lives of students? Tri-County Technical College is looking for dedicated professionals to join our dynamic team! As a leader in higher education, we pride ourselves on fostering a collaborative, supportive environment where both employees and students thrive. Work alongside a diverse group of staff, faculty, and administrators who are dedicated to student success. Be a part of a forward-thinking institution that values creativity, inclusivity, and excellence. If you are ready to contribute to the success of our great institution and grow your career apply today!

We welcome applicants from all backgrounds and experiences who are committed to excellence in education.

Tri-County Technical College invites applicants to the role of Service Desk Supervisor. Reporting to the Director of IT Service Delivery, the Service Desk Supervisor provides guidance and coordination for the service desk team and escalates issues to IT team members and IT leadership as well as other teams outside of IT as needed. The Service Desk Supervisor should have a driving passion for customer service with the ability to represent the students and employees the Service Desk serves to the IT team. Responsibilities include but are not limited to: Setting schedules. Checking incident and service requests in the triage queue. Escalating tickets to the appropriate technical team. Ensuring adequate service desk coverage. Training new part-time employees. Maintaining the knowledge management system and service desk standard operating procedures. Coordinating classroom emergency responses. Functional owner or manager of technologies and systems like the managed print environment.

Knowledge, Skills, and Abilities

The IT Service Desk Supervisor oversees day-to-day operations of the IT service desk team, which serves as the first point of contact for a multi-campus enterprise environment. Responsibilities include:

• Organizing and managing schedules for part-time IT staff to ensure adequate coverage.
• Overseeing employment contracts and onboarding for part-time team members.
• Training and onboarding new part-time staff.
• Maintaining service desk standard operating procedures and knowledge management.
• Conducting employee performance reviews as needed
• Coaching, mentoring, and providing constructive feedback to team members

The IT Service Desk Supervisor promotes a customer-first culture within the IT support team, ensuring all interactions are courteous, clear, and solution-oriented. This role reviews and responds to customer surveys as needed and ensures efficient ticket management, staff coordination, and communication with senior leadership while maintaining accurate service metrics, knowledge management, and inventory tracking. Acts as a liaison between cross-functional technical teams and end-users to guarantee timely and effective resolution of IT issues. Distributes service desk tickets to the appropriate technical teams based on issue type and priority. Generates and analyzes service desk performance metrics, including ticket resolution times, customer satisfaction scores, phone call statistics, and workload distribution. Tracks and manages small inventory items (e.g., peripherals, cables) and maintains records for the loaner laptop program. Serves as the primary point of contact for managed print services.

Minimum and Additional Requirements

• Excellent verbal and written communication skills
• Strong organizational and time-management abilities.
• Basic technical knowledge of computer hardware, software, and networking.
• Ability to analyze data and generate performance reports.
• Familiarity with IT ticketing systems and service desk operations.
• Ability to lift and carry 35 lbs. and install workstation equipment and peripherals.
• May require occasional work outside regular business hours or filling gaps in part-time schedules.

Preferred Qualifications

• Associate degree required, bachelor’s degree preferred. Equivalent experience may substitute for education.
• Previous supervisory experience is a plus.

Additional Comments

Tri-County Technical College offers a comprehensive benefits package for FTE positions that includes, but is not limited, to the following:

• Health, dental, vision, long term disability, and life insurance for employee, spouse, and children
• Life Insurance: Basic life insurance and optional supplements life insurance for employee, spouse, and children.
• 15 days annual (vacation) leave per year
• 15 days sick leave per year
• 13 paid holidays
• Paid Parental leave
• State Retirement Plan and Deferred Compensation Programs: 401k with employer contributions.
• Professional Development Opportunities: Team bonding activities/events and professional training programs.
• Employee Assistance Program (EAP): Counseling and support services.

Tri-County Technical College is committed to providing equal employment opportunities to all applicants and does not discriminate based on race, color, religion, sex (including pregnancy, childbirth, or related medical conditions, including, but not limited, to lactation), national origin, age (40 or older), disability or genetic information.