Technical Support Supervisor - Oregon

Western University Of Health Sciences - Pomona, CA

Full-time - Mid Level

Remote - Pomona, CA

Educational Services

About the position

The Technical Support Supervisor - Oregon at Western University of Health Sciences is responsible for overseeing the IT support operations on the Oregon campus. This role involves managing a team of IT professionals, ensuring effective customer service, and collaborating with various IT subunits to provide exceptional support to the university community. The supervisor will also handle the distribution of IT equipment, manage inventory, and assist with reporting through the IT ticketing system, all while working closely with IT leadership to implement cost-effective technology solutions.

Responsibilities

• Supervise the Technical Support staff in Oregon, improving IT operations and resolving customer issues.
• Provide technical assistance and support to students and employees, including training on software programs.
• Manage the Help Desk operations, logging calls and handling inquiries from students, faculty, and staff.
• Oversee client-side networking support, printing support, and file system support.
• Assist with computer setups and installations, handling onsite technical escalations.
• Manage the ticket tracking system and monitor requests for compliance with service level agreements.
• Provide classroom support for podium computer systems and maintain audiovisual equipment in various settings.
• Collaborate with other Technical Supervisors to ensure successful customer handoffs and appropriate backup coverage.
• Recommend and implement policies, procedures, and standards for IT support operations.
• Monitor workload statistics to achieve service level agreement goals.

Requirements

• Bachelor's degree in a science subject or closely related field.
• 2-4 years of experience in technical support, help desk, or IT customer service.
• 1-2 years of supervisory or leadership experience in a technical support environment.
• Expert knowledge of computer systems and troubleshooting hardware effectively.
• Familiarity with operating systems (Windows, macOS, Linux) and troubleshooting applications.
• Understanding of networking concepts (TCP/IP, DNS, DHCP).
• Basic knowledge of IT Service Management best practices (e.g., ITIL).
• Knowledge of data protection and privacy regulations (FERPA, HIPAA, GDPR).
• Strong verbal and written communication skills.

Nice-to-haves

• ITIL certification
• Experience in both academe and industry
• Customer service, computer, or technical certifications (e.g., CompTIA)
• Technical support or customer service experience in higher education.

Benefits

• Competitive salaries
• Generous paid time off
• Insurance plans
• Reimbursements
• Retirement benefits
• Supportive work environment
• Opportunities for professional growth and development