Fashion Institute of Technology ยท 18 hours ago
Unified Help Desk Shift Supervisor/Dispatcher
NYC Metro Area
Full-time
Onsite
Mid, Senior Level
$91K/yr - $91K/yr
3+ years expThe Fashion Institute of Technology is seeking a Unified Help Desk Shift Supervisor/Dispatcher who will play a critical role in supporting campus operations. This position involves supervising help desk and dispatch functions, ensuring timely responses to service requests, and maintaining high levels of customer service for the FIT community.
EducationFashionInformation Technology
No H1B
Responsibilities
Lead, supervise, and mentor UHD shift staff, including full-time staff, student monitors, aides, and interns
Provide shift-level supervision in the absence of the UHD Manager, including attending meetings as requested
Coach staff on best practices for customer service, new technologies, procedures, and service delivery standards
Ensure appropriate staffing coverage across all supported UHD locations and services
Oversee end-to-end ticket management, including creation, dispatch, prioritization, queue management, resolution, documentation, and reporting, using UHD and Help Desk Systems & Endpoints Operations (HDSEO) tools
Dispatch work via ticketing systems and real-time radio communication to ensure timely responses and optimal client satisfaction
Monitor unresolved and in-progress tickets across tiers (1, 2, and 3), reassigning or escalating as necessary
Provide shift handoff reports and operational status updates to the UHD Manager and incoming shift supervisors
Provide Tier 1 and Tier 2 technical support when needed via phone, remote access, and in-person assistance
Troubleshoot hardware, software, and peripheral issues across enterprise Windows and Mac environments
Resolve or escalate complex technical and customer service issues in coordination with IT service units and leadership
Oversee support for classrooms, labs, self-service areas, and technology-enabled teaching spaces during assigned shifts
Coordinate with teaching support teams to resolve classroom disruptions quickly
Supervise technical staff implementing software images and endpoint configurations in labs and classrooms
Monitor equipment and technology resources in use during shifts
Train and orient new UHD staff and student employees on systems, tools, and procedures
Assist with ongoing staff training related to new technologies, services, and operational processes
Serve as a subject matter expert and promote knowledge sharing across UHD teams
Follow and help improve UHD and IT Division standard operating procedures (SOPs) and governance practices
Identify opportunities to enhance service delivery, workflows, and operational efficiency
Maintain accurate ticket data and prepare real-time, historical, and performance reports as required
Communicate effectively with UHD leadership, IT service units, infrastructure teams, vendors, and campus stakeholders
Participate in unit, project, and divisional meetings as assigned
Collaborate on IT initiatives, projects, and incident response activities
Qualification
Required
Bachelor's degree in Computer Science, Information Technology, Information Systems, or a related technical field, or an equivalent combination of education and relevant professional experience
Minimum of 3 years of experience in help desk operations or technical support, supporting both Windows and Mac environments
Demonstrated experience providing user support via telephone, remote access, and in-person service
Proficiency with ITIL-based ticketing systems; experience with Cherwell preferred
Demonstrated experience supporting software packages (custom, 3rd party) as a troubleshooter in Mac, Windows, iOS, and Android operating environments
Proficiency in ticket dispatch and optimizing ticket management using remote desktop support tools, preferably Screenconnect
Strong leadership skills and the ability to run a shift operation and collaborate with other shift supervisors/dispatchers
Strong communication, problem-solving, and troubleshooting skills
Ability to work under minimal direction; lead or assist with emergency support as directed by the Unified Help Desk Manager
Ability to work independently, manage competing priorities, and perform effectively during emergency incidents
Excellent communication, interpersonal, teamwork, collaboration, problem-solving and troubleshooting skills
Preferred
Prior supervisory or shift-lead experience in a help desk or IT support environment
Experience using remote support tools such as ScreenConnect
Familiarity with large-scale endpoint, lab, or classroom technology support environments
Benefits
Retirement Plans
Health Care Plan and Dental Plan
Employee Assistance Program
Flexible Spending Account
Commuter Benefit Plan
FIT Tuition Exemption Program
Paid Time Off (Vacation, Personal, Sick and Holidays)
4-day Summer Workweek
Qualifying Employer for the Public Service Loan Forgiveness (PSLF) Program
Company
Fashion Institute of Technology
FIT is an internationally recognized college for design, fashion, art, communications, and business.
501-1000 employees
Funding
Current Stage
Late StageLeadership Team
Greg Fittinghoff
Vice President and Chief Information Officer
Barry White
PAYROLL COORDINATOR
Recent News
2025-11-05
Company data provided by crunchbase