Unified Help Desk Shift Supervisor/Dispatcher
Apply NowCompany: Fashion Institute of Technology
Location: New York, NY 10025
Description:
About Fashion Institute of Technology:
The Fashion Institute of Technology (FIT), part of the State University of New York and an internationally renowned college of art, design, business and technology with a strong emphasis on liberal arts, invites nominations and applications for a Unified Help Desk Shift Supervisor/Dispatcher.
Job Description:
The Unified Help Desk [UHD] Shift Supervisor/Dispatcher is responsible to lead, supervise, and mentor staff in daily operations as well as projects as required/assigned. They maintain technical and procedural competence related to the UHD's operations while working within a high-paced, collaborative environment that includes emergency outage incidents. Work may be independent, across multiple locations, and at times include irregular hours and/or on-call requirements.
Responsibilities:
The preceding description is not designed to be a complete list of all duties and responsibilities required of the position; other duties may be assigned consistent with the classification of the position. For detailed tasks and work instructions, click here.
Requirements:
Minimum Qualifications:
Knowledge, Skills, & Abilities:
Additional Information:
Please note all offers of employment are contingent upon successful completion of the background check process.
Salary
Salary: $88,606.32 per year
The UCE-FIT Collective Bargaining Agreement (CBA) dictates the compensation, benefits, and conditions of employment. Hiring Salary: $88,606.32 per year with step increments per Salary Schedule 95, after one year of service and annually thereafter.
Work Schedule
Days/Hours: M-F, 8am-4pm, in person; work schedule subject to change based on needs of the department.
Benefits
The Fashion Institute of Technology (FIT) provides comprehensive employee benefit programs designed to help keep our faculty and staff and their families healthy, safe, happy, and productive. Our programs also include a variety of components to help our employees improve the quality and balance of their work and family lives, and to help them prepare for their futures.
For a full list of FIT benefits, visit our benefits webpage.
Pay Equity by State Employers
Pursuant to Executive Order 161, no State entity, as defined by the Executive Order, is permitted to ask, or mandate, in any form, that an applicant for employment provide his or her current compensation, or any prior compensation history, until such time as the applicant is extended a conditional offer of employment with compensation. If such information has been requested from you before such time, please contact the Governor's Office of Employee Relations at (518) 474-6988 or via email at info@goer.ny.gov.
Visa Sponsorship
This position is not eligible for visa sponsorship by the Fashion Institute of Technology.
Equal Employment Opportunity (EEO) Statement
FIT is firmly committed to creating an environment that will attract and retain people of diverse racial and cultural backgrounds. By providing a learning and working environment that encourages, utilizes, respects, and appreciates the full expression of every individual's ability, the FIT community fosters its mission and grows because of its rich, pluralistic experience. FIT is committed to prohibiting discrimination, whether based on race, color, national origin, sex, gender, gender identity, religion, ethnic background, age, disability, marital status, sexual orientation, military service status, genetic information, pregnancy, familial status, citizenship status (except as required to comply with law), or any other criterion prohibited by applicable federal, state, or local laws. FIT is committed to providing equal opportunity in employment, including the opportunity for upward mobility for all qualified individuals. Applications from minorities, women, veterans, and persons with disabilities are encouraged. Inquiries regarding FIT's non-discrimination policies may be directed to the Affirmative Action Officer/Title IX Coordinator, 212 217.3360, titleix@fitnyc.edu.
Physical Requirements and Work Environment
The working conditions for this position will be on campus, primarily in an office environment. The physical requirement for this position will require frequent sitting, frequent standing, occasional bending, frequent walking, and occasionally lifting 20 lbs. or less.
The Fashion Institute of Technology (FIT), part of the State University of New York and an internationally renowned college of art, design, business and technology with a strong emphasis on liberal arts, invites nominations and applications for a Unified Help Desk Shift Supervisor/Dispatcher.
Job Description:
The Unified Help Desk [UHD] Shift Supervisor/Dispatcher is responsible to lead, supervise, and mentor staff in daily operations as well as projects as required/assigned. They maintain technical and procedural competence related to the UHD's operations while working within a high-paced, collaborative environment that includes emergency outage incidents. Work may be independent, across multiple locations, and at times include irregular hours and/or on-call requirements.
Responsibilities:
- Ticket Management & Dispatch
- Oversee ticket management (dispatch, creation, updating, monitoring, queue management and performance optimization, resolution, documentation, and reporting) via established systems/procedures of the UHD and the Help Desk Systems & Endpoints Operations [HDSEO] units.
- Client Support
- Resolve escalated issues. Provide Tiers 1 and 2 technical/user support directly when needed including desktop support, hardware/software services, and peripheral device operations for enterprise computers.
- Operational Oversight
- Oversee/support the self-service areas/labs when clients need help.
- Training
- Orient new shift employees, train, or assist in training of all staff (including student staff) whenever requested or assigned.
- Meet with faculty, staff, and/or students to introduce new procedures or troubleshoot recurring issues that escalate to you as shift supervisor/dispatcher.
- Process Improvement
- Lead improvement initiatives and develop/update SOPs. Maintain subject matter expertise [SME]; discover and promote new technologies that can enhance UHD service delivery.
- Collaborate and communicate effectively with users, peers, infrastructure teams, co-workers, technology vendors, and consultants.
- Reporting
- Maintain accurate data in real-time and provide ticket statistics. Provide operational updates/status reports for any/all ticket types including historical reports and metrics on help desk performance.
The preceding description is not designed to be a complete list of all duties and responsibilities required of the position; other duties may be assigned consistent with the classification of the position. For detailed tasks and work instructions, click here.
Requirements:
Minimum Qualifications:
- Bachelor's degree in computer science or equivalent experience required.
- Minimum of 3 years working experience in help desk operations and technology troubleshooter/help desk technician with both Windows and Mac endpoint environments.
Knowledge, Skills, & Abilities:
- Demonstrated experience supporting software packages (custom, 3rd party) as a troubleshooter in Mac, Windows, iOS, and Android operating environments.
- Proficiency with an ITIL ticketing system, preferably Cherwell.
- Proven experience providing user support via telephone, in-person, and using remote desktop connection.
- 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 are required; previous supervisory experience preferred.
- Ability to work under minimal direction; lead or assist with emergency support as directed by the Unified Help Desk Manager.
- Excellent communication, interpersonal, teamwork, collaboration, problem-solving and troubleshooting skills.
Additional Information:
Please note all offers of employment are contingent upon successful completion of the background check process.
Salary
Salary: $88,606.32 per year
The UCE-FIT Collective Bargaining Agreement (CBA) dictates the compensation, benefits, and conditions of employment. Hiring Salary: $88,606.32 per year with step increments per Salary Schedule 95, after one year of service and annually thereafter.
Work Schedule
Days/Hours: M-F, 8am-4pm, in person; work schedule subject to change based on needs of the department.
Benefits
The Fashion Institute of Technology (FIT) provides comprehensive employee benefit programs designed to help keep our faculty and staff and their families healthy, safe, happy, and productive. Our programs also include a variety of components to help our employees improve the quality and balance of their work and family lives, and to help them prepare for their futures.
- 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
For a full list of FIT benefits, visit our benefits webpage.
Pay Equity by State Employers
Pursuant to Executive Order 161, no State entity, as defined by the Executive Order, is permitted to ask, or mandate, in any form, that an applicant for employment provide his or her current compensation, or any prior compensation history, until such time as the applicant is extended a conditional offer of employment with compensation. If such information has been requested from you before such time, please contact the Governor's Office of Employee Relations at (518) 474-6988 or via email at info@goer.ny.gov.
Visa Sponsorship
This position is not eligible for visa sponsorship by the Fashion Institute of Technology.
Equal Employment Opportunity (EEO) Statement
FIT is firmly committed to creating an environment that will attract and retain people of diverse racial and cultural backgrounds. By providing a learning and working environment that encourages, utilizes, respects, and appreciates the full expression of every individual's ability, the FIT community fosters its mission and grows because of its rich, pluralistic experience. FIT is committed to prohibiting discrimination, whether based on race, color, national origin, sex, gender, gender identity, religion, ethnic background, age, disability, marital status, sexual orientation, military service status, genetic information, pregnancy, familial status, citizenship status (except as required to comply with law), or any other criterion prohibited by applicable federal, state, or local laws. FIT is committed to providing equal opportunity in employment, including the opportunity for upward mobility for all qualified individuals. Applications from minorities, women, veterans, and persons with disabilities are encouraged. Inquiries regarding FIT's non-discrimination policies may be directed to the Affirmative Action Officer/Title IX Coordinator, 212 217.3360, titleix@fitnyc.edu.
Physical Requirements and Work Environment
The working conditions for this position will be on campus, primarily in an office environment. The physical requirement for this position will require frequent sitting, frequent standing, occasional bending, frequent walking, and occasionally lifting 20 lbs. or less.