University of New Hampshire · 9 hours ago
Help Desk Shift Supervisor
Plymouth State University
Full-time
Onsite
Entry, Mid Level
2+ years expThe University of New Hampshire is a prominent educational institution seeking a Help Desk Shift Supervisor. This role involves supervising technical support operations, providing assistance to users, and ensuring high-quality service delivery within the IT department.
Professional ServicesTraining
Responsibilities
Provide technical support to all members of the University System of NH community and solve basic and advanced user hardware and software problems or questions including desktop computer hardware and software, and enterprise systems and software
Provide professional, courteous, prompt, and accurate support and solutions to users
Follow up and communicate ticket information to users when appropriate
Stay informed of changes to operating procedures, operating systems, software, service level agreements, policies, and procedures that affect customers
Make extensive use of call logging, remote support tools, and tracking systems to record, research, answer, or refer customer inquiries
Escalate issues as appropriate
Meet or exceed Help Desk Support metrics for first-contact problem resolution and customer satisfaction
Provide support for and assist with specific, defined projects and/or daily operational tasks as assigned by supervisor. This may include, but is not limited to, the creation and maintenance of project information and/or KB documentation, information or specification gathering, data collection, assisting with new computer deployments, and asset management
Provide comprehensive supervisory and technical support through in-person, telephone, and remote channels for a wide range of microcomputer, network, and central system issues, encompassing operating systems, printing, network/wireless connectivity, email, and central system applications
Prioritize Help Desk tickets based on established Standard Operating Procedures (SOPs) and Service Level Agreements (SLAs), ensuring timely resolution and adherence to departmental guidelines
Assure that staff are well-versed in standard operating procedures, deliver excellent customer service, and remain updated on critical changes impacting support delivery
Utilize IT Service Management (ITSM) software tools extensively to streamline processes, record interactions, conduct research, and or dispatch customer service and restoration requests for all ET&S Services
Act as a liaison between upper-level technical staff, customers, and the Help Desk team, facilitating the identification of trends, troubleshooting efforts, and issue resolution
Represent Help Desk concerns at meetings to drive problem-solving initiatives and improve service delivery
Provides direction, communication and guidance during service outages in accordance with established guidelines; implement continuous improvement strategies to refine customer service practices and satisfaction levels
Supervise and mentor student workers at the Help Desk, ensuring they appropriately address technology issues, triage effectively, and document resolutions accurately
Assist in the selection and hiring process of student staff and actively participate in their annual performance reviews
Provide comprehensive aid, assistance, and training to Help Desk student workers to empower them in resolving advanced user problems and inquiries
Utilize established supervisory support tools to document issues, resolutions, and maintain consistency across all shifts
Helps maintain the online schedule for student staff, ensuring optimal shift coverage for all operational hours
Continuously seek opportunities for process improvement and efficiency gains within the Help Desk operations
Administers advanced and privileged technical support in areas such as student desktop wireless remediation, the creation, modification, and depreciation of department shared drives and locked accounts through Active Directory
Provides elevated support via administrative rights within M365 environment – to assist users with multi-factor authentication, bit locker keys, email list servs, group and Microsoft Teams creation and the creation of SharePoint sites, etc
Acts as a Jr. AD admin to resolve Domain issues and install application on University owned endpoints
Creates and documents Sponsored User accounts and other account provisioning systems
Maintains communications across the ET&S Help Desk Service Line to discuss best practices in efforts of maintaining our unified support
Seeks new ways to improve our support services
Provides instruction and conducts basic training sessions, which may include training key users in application and/or system functionality
Prepares support documentation (online, print, multimedia) and makes changes / updates to existing documentation
Pro- actively updates ET&S Status website and updates both external and internal support documentation
Communicates service outages to ET&S leadership and campus constituencies as appropriate via normal and emergency communication methods
Maintains communications with appropriate ET&S staff and informs them – as well as the Help Desk Service Line Leader – of potential anomalies
Supervises specific, defined projects and/or manage daily operations of a project as assigned, which may include creation and maintenance of project information and documentation, such as task lists, charts, code-changes, data collection and metrics reporting, and specification gathering
Opens and closes the building/office as directed by supervisor
Serves in the role of Essential Staff and provides supervisory coverage during curtailed operations, emergency campus closures and as needed to support the needs of ET&S and the local campus to which they are assigned
Is responsible for building/department security during his/her shift including being prepared to carry out the Building Emergency Response Plan as necessary
During an emergency, may serve as the primary team contact with emergency response authorities
Maintains technology currency and relevancy
Uses resources to maintain and improve skills in area(s) of responsibility
Participates in intra-department cross training and other professional training as assigned
Works closely with Help Desk, Desktop Support and other ET&S staff to acquire additional technical and non-technical knowledge
Other duties as assigned
Qualification
Required
Bachelor's degree and two years of experience Associate's degree and four years of experience, or combination of education and experience equal to six years
Experience in information technology specialty areas as required by employing unit
Overall computer literacy and computer skills as required by employing department/unit
Demonstrated solid communication skills, customer service experience in a technology environment and the ability to write standard operating procedures and customer facing knowledge base documentation
Demonstrated knowledge and experience in usability/quality assurance procedures within a technical environment
Willingness to be flexible, learn additional skills as required by changes that may occur within the organization
Experience providing support in an educational environment
Technical ability and understanding, at a minimum, in three of the following categories of support: Central systems: Microsoft Exchange E-mail, Web based applications; Learning Management Systems Networking: Desktop connectivity, configuration, wireless; PC/Mac: Operating systems, word processing, spreadsheet, anti-virus software, spyware; Customer Support Tools: Call Logging and Tracking, Call Management System, Automated Voice Response System, Knowledge Base Management, Remote PC Software, CHAT services ITIL Foundations Certification, knowledgeable about ITSM principals
Benefits
More information on benefits can be found here: [USNH Employee Benefits | Human Resources](https://nam12.safelinks.protection.outlook.com/?url=https%3A%2F%2Fwww.usnh.edu%2Fhuman-resources%2Fusnh-employee-benefits&data=05%7C02%7CMaryEllen.Reisch%40usnh.edu%7C6887db12a3ff49bcb54608de164ea56f%7Cd6241893512d46dc8d2bbe47e25f5666%7C0%7C0%7C638972724237289067%7CUnknown%7CTWFpbGZsb3d8eyJFbXB0eU1hcGkiOnRydWUsIlYiOiIwLjAuMDAwMCIsIlAiOiJXaW4zMiIsIkFOIjoiTWFpbCIsIldUIjoyfQ%3D%3D%7C0%7C%7C%7C&sdata=5Z%2F4deRSzJ9q47qEmiWwu7kezH0W%2F7HB3g1fsIsQZGI%3D&reserved=0)
Company
University of New Hampshire
The University of New Hampshire is the state’s public research university, providing comprehensive, high-quality undergraduate programs and graduate programs of distinction.
1001-5000 employees
H1B Sponsorship
University of New Hampshire has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (34)
2024 (34)
2023 (21)
2022 (26)
2021 (18)
2020 (13)
Funding
Current Stage
Late StageTotal Funding
$0.12MKey Investors
U.S. Small Business Administration
2024-01-02Grant
2022-11-04Grant
2021-08-23Grant
Leadership Team
Adrianna Lamparelli
Program Manager for Campus Partnerships
Andrew Stockman
Chief Information Security Officer
Recent News
2026-01-24
2025-06-02
Providence Business News
2025-06-01
Company data provided by crunchbase