Service Desk Supervisor

About the Department

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 70,000 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.

Position Duties

• 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.

Minimum Qualifications

The following Degree is required: 

• Bachelor’s degree required. Degree must be conferred at the time of application.

The following Experience is required: 

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

The following Experience is preferred: 

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

The following Licensure, Certifications, or Registration is preferred:  (Current certifications must be documented on your resume/application or uploaded as additional documents)

• ITIL certification 

Other Qualifications

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

Position Schedule: Full-time position with an option for a flexible/hybrid work schedule (remote/on campus). Work location: Bowling Green, Ohio.

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 (BGSU) is a public research university in Bowling Green, Ohio, United States. The main academic and residential campus is south of Toledo, Ohio. The university has nationally recognized programs and research facilities in the natural and social sciences, education, arts, business, health and wellness, humanities and applied technologies. The institution was granted a charter in 1910 as a normal school, specializing in teacher training and education. The university has developed from a small rural normal school into a comprehensive public research university. It is a part of the University System of Ohio and is currently classified as R2: Doctoral Universities with high research activity.