IT Service Desk Supervisor

Join Our Team!

At Palm Beach State College, you will discover a place where ideas come to life and the heartbeat of a county begins. By joining us, you will be exposed to professionals from across the U.S. and abroad who are the strivers, reinventors, explorers, and influencers dedicated to developing talent that fills the most needed workforce roles. As the Panthers, we embrace a community of belonging, caring, and connection for our students and employees. We seek creative individuals to help PBSC fulfill its mission of inspiring hope, advancing skills, and transforming lives.

About This Role

Responsible for ensuring an outstanding level of customer service by providing direct technical support to students, faculty, and staff. Supervises the evening operations of the IT Service Desk and staff, including managing tickets, coordinating support requests, ensuring adequate shift coverage, maintaining shift schedules, and managing escalations. Responsible for monitoring the Service Level Agreement (SLA) performance. Must have the ability to work a fluctuating schedule to include evenings, weekends, and college closings. Monday - Thursday 10:30 a.m. - 7:00 p.m. and Friday 8:30 a.m. - 5:00 p.m.

What a Day of an IT Service Desk Supervisor Looks Like:

• Assists with website, portal, and knowledge base development and maintenance, and ITSM ticketing system support. Develops flow charts for IT Service Desk processes, reporting, and data analysis.
• Guides, leads, reviews, verifies, observes, and manages the work of people reporting directly and indirectly to you. Develops and trains staff. Performs needs analysis, arranges, coordinates, delivers, evaluates, and monitors staff development.
• Manages ticket assignments, escalations, prioritization, and resolution. Provides accurate and timely updates on service requests. Escalates a customer inquiry or problem to the next level of response as required.
• Performs effective resolution of unscheduled or emergency assignments ensuring service continuity.
• Identifies user requirements, evaluates alternatives, and makes recommendations for product selection. This may apply to software, hardware, systems, and applications.
• Arranges with outside vendors for repair and maintenance of computer equipment and machinery. Works with users of information services applications. Installs and troubleshoots a wide variety of computer components.
• Actively participates in inventory control activities of the department by tracking software and hardware assets.
• Develops, maintains, and monitors the department website. Uses established web templates and may use HTML or web development software.
• Completes special projects and prepares required reports for various internal and external requests.
• Performs other job-related duties as assigned.

We'd Love to Hear From You If You Have the Following:

Education and Experience:

• Associate degree and two years of related experience; OR
• High school diploma or GED and four years of related experience

Knowledge of:

• Microsoft Office Professional or similar application
• IT Infrastructure Library (ITIL) or MS Ops Framework (MOF)

Skilled in:

• Attention to detail while maintaining effective time and task management
• Delivering a high level of customer service

Ability to:

• Effectively communicate verbally and in writing on a regular basis with internal and external customers, build relationships, manage customer expectations and take responsibility for a high level of service
• Update webpages using basic HTML tools

Licenses, Registration, Certifications, or Special Requirements:

• Regular physical attendance required
• Must complete FERPA training within 30 days of employment

Preferred, but Not a Must:

Education and Experience:

• Call center supervisory experience

Licenses, Registration, Certifications, or Special Requirements:

• ITIL Foundations certification
• Microsoft Technology Associate or CompTIA IT Fundamentals certification

Work Environment and Physical Demand:

• Lift, carry, push, pull, install or remove objects weighing 20 to 49 pounds
• Reach and grasp objects
• Stoop, bend, kneel, crouch, or crawl
• Stand for extended periods of time
• Use of video display terminal
• Use of manual dexterity and fine motor skills
• Communicate information orally and in writing
• Receive and understand information through oral and written communication
• Proofread and check documents for accuracy
• Work a fluctuating work schedule

This job description is intended to be generic in nature and describe the essential functions of the job. It is not an exhaustive list of all duties and responsibilities. The essential duties, functions and responsibilities, and overtime eligibility may vary based on the specific tasks assigned to the position.

The minimum base pay for this position starts at $22.88 hourly; however, the offer may vary based on the candidate's education and experience.

This position is open until filled with an initial review date of October 24, 2025.

Wait, There Is More!

• Culture: Be part of an inclusive, Panther First environment where every role has a purpose, and employees have a sense of belonging.

• Education Benefits: Tuition fee waiver at PBSC, tuition reimbursement, degree recognition award, educational leave, and more. Public Service Loan Forgiveness institution.

• Health and Wellness: Medical, dental, vision, disability, life insurance, parental leave, and more.

• Generous Time Off: Vacation, sick leave, holidays, and spring and winter breaks offering additional paid time off.

• Panther Perks: Potential remote or hybrid opportunities, wellness programs, and apps related to stress management, nutrition, meditation, and more.

• Professional Development: Leadership programs, professional learning workshops, and more.

• Retirement Investments: State retirement plan options and voluntary 403(b) and 457 plans.

Ready to Apply? Here's Your Application Preparation!

Please review the following information to apply for a position at Palm Beach State College:

• Carefully review the minimum qualifications advertised for the available position, as only applicants meeting the minimum requirements will be considered.

• Background Check/ Drug Screen may be required based on the specific requirements of the position for which the application is being submitted. Employment is contingent upon passing a drug test and completing a criminal background investigation.

• An essential goal of the Office of Human Resources is to respond to all applicants once a selection is made. Please take notice of the position closing date advertised. Whenever positions are filled, the Office of Human Resources responds to all applicants who have submitted applications.

• The College conducts its employment activity within the State of Florida except for occasional brief and temporary pre-approved periods related to college travel.

Application Deadline: This position is open until filled.