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IT Service Desk Supervisor
Austin, TX

IT Service Desk Supervisor
Austin, TX

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Job Description

Job Title: IT Service Desk Supervisor

Summary: The IT Service Desk Supervisor is responsible for supervising the Service Desk and provides daily oversight of all Service Desk performance metrics. The individual will also serve as the on-site support the Austin Campus the position is located at. This individual facilitates and measures the service delivery process associated with incident management and application support and ensures maximum issue resolutions (First Call Resolution) in minimum time and in compliance with established SLAs (Service Level Agreements).

Service Desk Responsibilities:

  • · Provide excellent customer service
  • · Maintaining user accounts in all systems of record
  • · Monitor, prioritize and route all Service Desk Software tickets to appropriate skilled team members for resolution
  • · Monitor network monitoring software and forward issues as appropriate
  • · Manage Phishing button requests and other security related awareness and protection campaigns
  • · Manage administration of Windows and other application accounts and security
  • · Provide timely, accurate reporting on Service Desk metrics and individual employee performance
  • · Drive a culture of continuous improvement, accountability and execution
  • · Address user needs with a drive for solution by ensuring tickets are progressing per SLA and are assigned to appropriate IT staff
  • · Provide management reporting to appropriate IT managers, architects and executives pertaining to service desk performance and trends
  • · Escalate issues with appropriate internal or external teams as necessary for critical issue resolution
  • · Coordinate support issues across locations
  • · Other duties as assigned


To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • · Prior experience with CampusVue or other student information systems is preferred.
  • · Prior experience with eCollege, Canvas, Blackboard or other Learning Management systems is preferred.
  • · Prior experience as an analyst in analyzing, researching, and documenting business processes.
  • · Strong written and verbal communication skills.
  • · An understanding of the private sector of higher education, to include an understanding of basic business management concepts.
  • · Successful record of systems support and business analysis in higher education and/or business.
  • · Ability to multi-task in a fast paced environment.
  • · An ongoing customer focus.
  • · The highest levels of integrity at all times.
  • · Travel is limited but might include travel to Houston Corporate office.

Education/Experience/Position Requirements:

  • · Bachelor’s Degree in an Information Technology-related discipline OR equivalent combination of education and experience.
  • · 2-5 years of related professional experience.
  • · A minimum of 2 years’ Service Desk experience in a multi-tiered, multi-location Service Desk environment using a help desk software solution.
  • · Experience facilitating process improvement in service, desktop support and change management.
  • · Experience managing to Service Level Agreements.
  • · Must have basic knowledge in Microsoft O365 Services, MS SharePoint, Basic Web Development, Active Directory, and VPN Technologies.
  • · Virtualization experience is a big plus

Certificates & Licenses (preferred):

  • · ITIL certification highly desired.
  • · Professional hardware certification or equivalent experience preferred.

Company Description

The College of Health Care Professions has continued to grow and expand throughout the years in order to meet the growing and changing needs for qualified health care professionals. We have eight campuses located in Austin, Houston Southwest, Houston Northwest, North San Antonio, South San Antonio, Dallas, Fort Worth and McAllen as well as a flourishing online program.

The Houston Chronicle named CHCP one of the top 100 companies to work for in the Houston in 2015, 2016, 2017 and 2018. In 2018, the San Antonio San Antonio Express News named CHCP top 100 companies to work for in San Antonio.

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