Help Desk Supervisor- Social Work Research & Public Service

Description

Help Desk Supervisor – Multiple Positions

Social Work Office of Research and Public Service (SWORPS)

Full Time, Non- Exempt position - Market Range 08

Location - Remote

The Social Work Office of Research and Public Service (SWORPS) within the College of Social Work at the University of Tennessee, Knoxville is an applied research center that has worked with government, nonprofits and across university departments for over 50 years. We are a dynamic and close-knit interdisciplinary team of individuals with shared vision of thriving communities with equitable outcomes for all. SWORPS is in a growth phase on multiple levels not just in terms of dollars but development as well and employees which all require strong knowledge and this position will be a key part of that.

Who We Are Looking For:

We are seeking dedicated and skilled Technical Assistance Specialist supervisors to oversee shifts of support personnel and provide specialized technical assistance across the State of Tennessee. The ideal candidates will excel in leadership, possessing the ability to manage help desk teams while delivering high-level desktop and technical support. These professionals should be adept at learning and supporting various software products and custom applications, demonstrating patience and effective communication when assisting customers of all technical proficiency levels. We require individuals who can diagnose complex issues, align solutions with organizational policies, and uphold best practices in technology, security, and confidentiality. Successful applicants will be comfortable working remotely when needed, capable of both independent and collaborative work, and maintain unwavering professionalism in all interactions. This role demands a combination of supervisory acumen and technical expertise to ensure top-tier support for both customers and staff.

Qualifications

Job Duties

Supervising and Management

• Oversee the quality of work and daily tasks of Help Desk.

* Provide guidance to team as needed

* Handle escalations when necessary

• Collaborate with managers regarding completion of annual reviews.
• Approve biweekly effort for assigned team members
• Approve need for leave time from team members to accommodate coverage

Projects

• Serve as point of contact for team HR needs
• Delegate tasks tailored to project needs
• Collaborate with customers/partners for scope required to meet/exceed expectations

* Maintaining availability for guidance

• Define overview and daily best practices for software implementation

Technical Assistance/Help Desk Response

• Answer toll-free number and provide professional spoken response
• Operate cloud-based phone software, including transferring calls, managing queues, and message management
• Align responses with State, Partner, and University policy
• Learn, use, and support multiple software products and custom applications
• Provide phone, text, chat, email, website, and other forms of direct customer support
• Diagnose, triage, and problem solve customer needs
• Collaborate with partner agency help desks as required
• Follow best practice for technology, information security, privacy, and confidentiality
• Documentation of help desk requests and responses

Training Testing and Support Documentation

• Work with internal training team to provide feedback and testing for training materials related to custom products and technology products
• Work with grant partners to provide feedback and testing for training materials related to custom products and technology products
• Provide feedback, testing, and review of training websites and help desk websites
• Work with development team to provide feedback and testing for custom products
• Work with partner products to provide feedback and testing for custom products

* Other duties as required

Required education and experience:

-High school diploma

-One year supervisory experience

• One year experience using Microsoft Office products in general and Office 365 specifically
• Experience with oral, written, and other forms of communication in a professional setting
• Intermediate experience with technology in a professional environment

Preferred education and experience:

• Two years experience providing customer service in a technology-centered environment
• Experience working with human service data and technical support

Required Competencies/Qualifications: 

• Skill with professional, compassionate, and accurate written and spoken communication.
• Ability to operate cloud-based phone software, including transferring calls, managing queues, and message management
• Ability to quickly learn multiple policies and controls for State, Partner, and University
• Ability to align help desk responses with State, Partner, and University policy

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