In the Helpdesk Supervisor role with the University of Maryland Libraries, the incumbent will be responsible for providing support and direction to the User and Systems Support team. This includes offering technical assistance for desktop computers, applications, and related technology. The Helpdesk Supervisor will oversee the distribution of requests, manage priority email tickets, and supervise nonexempt, contract, and student employees. Additionally, they will collaborate with end-users and Library staff, offering one-on-one consulting and coordinating helpdesk/desktop support projects. This position requires a high level of independence, problem-solving skills, and effective communication.
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Job Description
Overview
The Helpdesk Supervisor position at the University of Maryland Libraries in College Park, Maryland is responsible for providing focus, direction, organization, and support for all Helpdesk activities. The role involves offering technical support for desktop computers, applications, and related technology. The Helpdesk Supervisor will also be in charge of monitoring assignments, supervising nonexempt, contract, and student employees, and ensuring that all Helpdesk contact points are covered effectively. Additionally, they will distribute requests and manage priority email tickets. The position will require providing one-on-one consulting with end users and Library staff, as well as supporting and coordinating helpdesk/desktop support projects. The Helpdesk Supervisor role calls for independent and team-based analyses, problem-solving, and effective communication skills.
Responsibilities
The primary responsibilities of the Helpdesk Supervisor include:
- Offering technical support for desktop computers, applications, and related technology.
- Monitoring assignments and ensuring optimal coverage of all Helpdesk contact points.
- Supervising nonexempt, contract, and student employees.
- Distributing requests and managing priority email tickets.
- Providing one-on-one consulting with end users and Library staff.
- Supporting and coordinating helpdesk/desktop support projects.
Qualifications
Education
Applicants for the Helpdesk Supervisor position should possess a Bachelor’s degree in a relevant field. A degree in Information Technology or a related discipline is preferred.
Experience
Candidates must have prior experience in a technical support role, preferably in a helpdesk or desktop support environment. Demonstrated experience in providing technical support for desktop computers, applications, and related technology is required.
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Skills and Competencies
Technical Skills
The Helpdesk Supervisor must have a strong command of technical skills related to desktop support and troubleshooting. Proficiency in diagnosing, resolving, and documenting technical issues is essential. Knowledge of operating systems, software applications, and hardware components is required. Familiarity with helpdesk ticketing systems is also preferred.
Leadership Skills
As a supervisor, the Helpdesk Supervisor must demonstrate strong leadership skills. They should possess the ability to provide guidance and support to team members, delegate tasks effectively, and ensure the smooth operation of the team. Effective communication, problem-solving, and decision-making skills are essential.
Supervisory Duties
Managing Team Members
The Helpdesk Supervisor is responsible for managing and supervising nonexempt, contract, and student employees. This includes providing guidance, assigning tasks, and evaluating performance to ensure the team operates efficiently and meets objectives.
Monitoring Assignments
The Helpdesk Supervisor is responsible for monitoring assignments and ensuring that all Helpdesk contact points are covered in an optimal manner. They must prioritize and distribute assignments effectively to ensure timely resolution of technical issues.
Distributing Requests
The Helpdesk Supervisor will be responsible for distributing requests for technical support and managing priority email tickets. They must assess and prioritize incoming requests, assign them to team members, and ensure timely resolution.
Managing Priority Tickets
The Helpdesk Supervisor must manage priority email tickets, ensuring that urgent issues are addressed promptly and efficiently. They must coordinate with team members and end users to expedite the resolution of critical technical problems.
Consulting and Support
One-on-One Consulting with End Users
The Helpdesk Supervisor will provide one-on-one consulting with end users, assisting them with technical issues and troubleshooting. They must possess strong communication skills to effectively understand and address end users’ needs and concerns.
Supporting Library Staff
The Helpdesk Supervisor will also provide technical support and assistance to Library staff. They will respond to inquiries, troubleshoot issues, and ensure that staff members have the necessary resources and tools to perform their duties effectively.
Coordinating Helpdesk/Desktop Support Projects
The Helpdesk Supervisor will support and coordinate helpdesk/desktop support projects. They will collaborate with team members and other stakeholders to plan, execute, and evaluate projects aimed at enhancing the Helpdesk’s efficiency and effectiveness.
Independent and Team-Based Work
Analyses and Problem-Solving
The Helpdesk Supervisor will be involved in independent and team-based analyses and problem-solving activities. They must possess strong analytical skills to diagnose and resolve technical issues and identify opportunities for improvement.
Communication Skills
Effective communication skills are crucial for the Helpdesk Supervisor. They must be able to communicate technical information clearly and concisely to end users and Library staff. Strong written and verbal communication skills are essential for collaborating with team members and other stakeholders.
Working Conditions
Autonomy and Little Supervision
The Helpdesk Supervisor operates with a significant degree of autonomy and little supervision. They must be self-motivated, proactive, and capable of making decisions independently. The role requires taking initiative and demonstrating good judgment in managing day-to-day operations and addressing technical issues.
Initiative and Judgment
The Helpdesk Supervisor must demonstrate initiative and good judgment in their role. They should proactively identify areas for improvement, propose solutions, and make decisions that have a positive impact on the Helpdesk’s performance and customer satisfaction.
Application Process
Apply Online
Applicants can apply for the Helpdesk Supervisor position online. The University of Maryland Libraries’ website provides an online application portal where candidates can submit their resumes and other required documents.
Email Application
Alternatively, applicants may choose to submit their applications via email. The University of Maryland Libraries’ contact details are provided below for any inquiries or additional information.
Contact Information
About the University of Maryland Libraries
The University of Maryland Libraries is a renowned institution that provides essential resources and services to support research, teaching, and learning. It offers a vast collection of materials and innovative technologies to meet the needs of students, faculty, and the broader academic community.
Contact Details
For more information or inquiries regarding the Helpdesk Supervisor position, please contact the University of Maryland Libraries using the following contact details:
- Phone: [Phone number]
- Email: [Email address]
- Address: [Mailing address]
Additional Information
Navigation
The University of Maryland Libraries’ website offers easy navigation for users to explore various sections and resources. The website’s intuitive design allows visitors to find the desired information quickly.
About Us
The University of Maryland Libraries is committed to providing exceptional resources, services, and support to meet the diverse needs of its users. Its mission is to foster research, learning, and innovation through its extensive collection and cutting-edge technologies.
Terms and Conditions
The University of Maryland Libraries’ website contains terms and conditions that govern the use of its resources and services. Visitors are encouraged to review these terms and conditions to ensure compliance.
Privacy Policy
The University of Maryland Libraries values the privacy and confidentiality of its users. The privacy policy outlines how user information is collected, used, and protected when accessing the Libraries’ resources and services.
Help
The University of Maryland Libraries provides a comprehensive help section on its website to assist users in navigating its resources and services. Users can find answers to frequently asked questions and access contact information for further assistance.
