Unified Help Desk Shift Supervisor​/Dispatcher

Unified Help Desk Shift Supervisor/Dispatcher

Apply for the Unified Help Desk Shift Supervisor/Dispatcher role at Fashion Institute of Technology
. The position supports campus operations by supervising help desk and dispatch functions during assigned shifts, ensuring timely response to service requests, effective coordination of staff, and adherence to departmental procedures while maintaining a high level of customer service for the FIT community.

New York, NY

• Lead, supervise, and mentor UHD shift staff, including full‑time staff, student monitorsetara aids, and interns.
• Provide shift‑level supervision in the absence of the UHD Manager, including attending required meetings.
• Coach staff on best practices for customer service, new technologies, procedures, and service delivery standards.
• Ensure appropriate staffing coverage across all supported UHD locations and services.
• Oversee end‑to‑end ticket management, including creation, dispatch, prioritization, queue management,　 resolution, documentation, and reporting, using UHD and Help Desk Systems & Endpoints Operations (HDSEO) tools.
• Dispatch work via ticketing systems and real‑time radio communication to ensure timely responses and optimal client satisfaction.
• Monitor unresolved and in‑progress tickets across tiers (1, 2, and
  3), استاند self‑assigning or escalating as necessary.
• Provide shift hand‑off reports and operational status updates to the UHD Manager developmental incoming shift supervisors.
• Provide Tier 1 and Tier 2 technical support when needed via phone, remote access, and in‑person assistance.
• Troubleshoot hardware, software, and peripheral issues across enterprise Windows and Mac environments.
• Resolve or elevate complex technical and customer service issues in coordination with IT service units and leadership.
• Oversee support for classrooms, labs, self‑service areas, and technology‑enabled teaching spaces during assigned shifts.
• Coordinate with teaching support teams to quickly resolve classroom disruptions.
• Supervise technical staff implementing software images and endpoint configurations in labs and classrooms.
• Monitor equipment and technology resources in use during shifts.
• Train and orient new UHD staff and student employees on systems, tools, and procedures.
• Assist with ongoing staff training related to new technologies, services, and operational processes.
• Serve as a subject‑matter expert and promote knowledge sharing across UHD teams.
• Follow and help improve UHD and IT Division standard operating procedures (SOPs) and governance practices.
• Identify opportunities to enhance service delivery, workflows, and operational efficiency.
• Maintain accurate ticket data and prepare real‑time, historical, and performance reports as required.
• Communicate effectively with UHD leadership, IT service units, infrastructure teams, vendors, and campus stakeholders.
• Participate in unit, project, and divisional meetings as assigned.
• Collaborate on IT initiatives, projects, and incident response activities.

• Minimum qualifications:
  
  Bachelor’s degree in Computer Science, Information Technology, Information Systems, or a related technical field, or an equivalent combination of education and professional experience.
• Minimum of 3 years of experience in help desk operations or technical support, supporting both Windows and Mac environments.
• Demonstrated experience providing user support via telephone, remote access, and in‑person service.
• Proficiency with ITIL‑based ticketing systems; experience with Cherwell preferred.
• Preferred prior supervisory or shift‑lead experience in a help desk or IT support environment.
• Experience using remote support tools such as Screen Connect.
• Familiarity with large‑scale endpoint, lab, or classroom technology support environments.
• Ability to work independently, manage competing priorities, and provide emergency support as directed by the Unified Help Desk Manager.
• Strong communication, problem‑solಜೆiving, and troubleshooting skills.
• Strong leadership skills and the ability to run a shift operation and collaborate with other shift supervisors/dispatchers.

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