The Johns Hopkins Bloomberg School of Public Office of Information Technology is seeking a Technical Support Supervisor who supervises the technicians that assist customers who are experiencing any procedural or operating difficulty with the use of Information Technology applications, products, or services. Responsible for the day-to-day operations of IT technicians who provide Level 1 and Level 2 support to BSPH faculty, staff, and students. Provides field information for problem management in their area of expertise. Investigates and resolves computer software and hardware problems, including installation, troubleshooting, maintenance, and technical support for desktop and networking functions. Directly supervises, trains, and mentors IT technicians and ensures that help requests are addressed efficiently. Works with IT Managers and staff to prioritize workload. Serves as liaison for BSPH faculty, staff, and students regarding support operations, policies, and procedures.
Specific Duties & Responsibilities
Monitors the service desk ticketing system to triage and assign calls.
Solves problems and makes decisions to guarantee that response time and support commitments are met within stated timeframes.
Follows established policies and procedures, trains staff on policies and procedures, and makes recommendations for improvements.
Coaches staff to develop troubleshooting processes, grow technical knowledge, and improve performance.
Documents solutions in the service desk ticketing system and ensures that staff document all activity in the service desk ticketing system.
Coordinates daily schedules across all teams to ensure coverage for stated hours of operations.
On-call duty may be required outside business hours to respond to urgent and high-priority service issues or outages.
Serves as a central contact in the escalation process with other teams.
Provides coaching and feedback to effectively address performance concerns.
Performs a lead role in the hiring, evaluation, and termination of IT technicians.
Produces, analyzes, and reviews service desk metrics with staff.
Identifies problem trends and coordinates efforts with other IT teams.
Ensures that troubleshooting efforts are completed.
Advises IT Manager on training requirements for IT technicians.
Stays current with industry trends, methods, and technological advances.
Works independently; needs occasional supervision.
Advises IT Managers on teamwork prioritization.
Consults with IT Managers on decisions pertaining to equipment deployment, scheduling, and lab and kiosk management.
Takes the lead in solving the most complex problems.
Has intermediate knowledge of networking and network operating systems concepts.
Calls attention to potential capacity, performance, and security problems.
Makes recommendations for management review.
Additional Knowledge, Skills, & Abilities
Excellent interpersonal skills to support work with both technical and nontechnical personnel at all levels throughout the organization.
Computer troubleshooting skills and working knowledge of computer networks.
Familiarity with both Windows and Apple operating systems (Windows 7 and higher; Apple OS 11 and higher)
Excellent verbal and written communication skills, especially listening and understanding what is being described, with attention to detail in transcribing communications into help desk ticketing systems.
Must have the ability to work with faculty, staff, and students in a professional, helpful, and friendly manner.
Punctual and organized, with the ability to work calmly under pressure in busy environment.
Technical Qualifications or Specialized Certifications
Department may designate select certifications as required within six (6) months of hire.
Sitting – 35%
Standing – 25%
Walking – 25%
Lifting – 15%
3-7 Senior Technical Support Analysts
Two years college coursework.
Three years of related experience, including some help desk experience.
Additional education may substitute for required experience and additional related experience may substitute for required education, to the extent permitted by the JHU equivalency formula.
Advanced level of technical support for Microsoft products in a help desk environment.
Progressive experience in leading or supervising a technical support team in a professional environment, in higher education.
Classified Title: Technical Support Supervisor Role/Level/Range: ATO 40/E/03/OH Starting Salary Range: $55,328-$75,920 Annually (Commensurate with experience) Employee group: Full Time Schedule: Monday - Friday, 8:30 am - 5:00 pm Exempt Status: Exempt Location: Hybrid/School of Public Health Department name: BSPH IT Client Services/Multimedia Personnel area: School of Public Health
Please refer to the job description above to see which forms of equivalency are permitted for this position. If permitted, equivalencies will follow these guidelines: 30 undergraduate degree credits (semester hours) or 18 graduate degree credits may substitute for one year of experience. Additional related experience may substitute for required education on the same basis. For jobs where equivalency is permitted, up to two years of non-related college course work may be applied towards the total minimum education/experience required for the respective job.
The successful candidate(s) for this position will be subject to a pre-employment background check.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.
If you are interested in applying for employment with The Johns Hopkins University and require special assistance or accommodation during any part of the pre-employment process, please contact the Talent Acquisition Office at firstname.lastname@example.org. For TTY users, call via Maryland Relay or dial 711. For more information about workplace accommodations or accessibility at Johns Hopkins University, please visit accessibility.jhu.edu.
The following additional provisions may apply, depending on campus. Your recruiter will advise accordingly.
The pre-employment physical for positions in clinical areas, laboratories, working with research subjects, or involving community contact requires documentation of immune status against Rubella (German measles), Rubeola (Measles), Mumps, Varicella (chickenpox), Hepatitis B and documentation of having received the Tdap (Tetanus, diphtheria, pertussis) vaccination. This may include documentation of having two (2) MMR vaccines; two (2) Varicella vaccines; or antibody status to these diseases from laboratory testing. Blood tests for immunities to these diseases are ordinarily included in the pre-employment physical exam except for those employees who provide results of blood tests or immunization documentation from their own health care providers. Any vaccinations required for these diseases will be given at no cost in our Occupational Health office.
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