Service Desk Supervisor

The Service Desk Supervisor leads a sub team of the Service Desk team within Information Technology Services (ITS) Client Services group. The Service Desk team is the first point of contact for all technology support for BGSU. They are responsible for resolving issues over the phone live chat or remote support or in person and/or triage and routing to the appropriate group within ITS or the university. The Service Desk supports over 70000 BGSU community members. This position is responsible for overseeing day-to-day operations and providing direct Service Desk support for the university with a high level of efficiency and client satisfaction.

• Lead a sub team of full-time or part-time staff in providing in person phone live chat and remote technology support services ensuring a high level of efficiency and client satisfaction.
• Supervise hire train and evaluate the performance of staff. Facilitate a collaborative environment with cross-training and staff development.
• Manage projects related to the implementation of new services the improvement of existing services and the exploration of new technology.
• Ensure the collection of accurate analytics to evaluate the efficiency and utilization of technology and services provided. Conduct additional analysis and research as needed.
• Create edit and approve support documentation and participate in the development of internal processes and procedures.
• Manage relationships with vendors and other departments across campus and serve as an escalation point for service issues.

The following Degree is required:

• Bachelors degree required. Degree must be conferred at the time of application.

• 3 years in IT client services support in an enterprise (3000 clients) environment.

• Higher education experience preferred
• 1 year of supervisory responsibility preferred

• ITIL certification

Knowledge Skills Abilities

• Mac and Windows support experience
• Remote support and call center experience in an enterprise (3000 clients) environment
• ITSM system experience (TeamDynamix strongly preferred)
• Familiarity with MECM JAMF ERP systems LMS networking enterprise domain administration security identity management and server administration
• Experience using PowerBI to present metrics
• Experience with KCS
• Demonstrated ability to find evaluate and implement new technology
• Demonstrated ability to continuously improve services and procedures
• Demonstrated ability to gather and use analytics to guide decisions policies and procedures
• Excellent customer service
• Excellent communication skills
• Excellent attention to detail
• Demonstrated ability to stay current with new and upcoming technology and trends
• Demonstrated ability to remain calm under stressful situations

Required Documents to Upload to Application: Cover Letter and Resume

Deadline to apply: October 28 2025.

BGSU does not offer H-1B or other work authorization visa sponsorship for this position. Candidates must be legally authorized to work in the United States at the time of hire and maintain work authorization throughout the employment term.

Bowling Green State University is an Equal Opportunity Educator and Employer. We are committed to ensuring an equal employment opportunity for all applicants and encourage applications from all regardless of sex race veteran-status disability age gender identity genetic information religion or sexual Know Your Rights Poster: compliance with the ADA Amendments Act (ADAAA) if you have a disability and would like to request an accommodation in order to apply for a position with Bowling Green State University please call or email.

BGSUis an E-Verify employer. If hired into this position you will be required to provide satisfactory proof of employment eligibility by providing acceptable original forms of identification for employment verification via the Federal I-9 employment verification process. A list of acceptable documents can be seen here: Experience:

Manager