End User Support Supervisor Position Available In Rowan, North Carolina

End User Support Supervisor at Rowan-Cabarrus Community College
End User Support Supervisor at Rowan-Cabarrus Community College in Granite Quarry, North Carolina
Posted in Other 15 days ago.
$0.00 – $100.00 per hour

Job Description:

Posting Number:

:
Regular_0091530

Position Title:

:
End User Support Supervisor

Classification Title:

Information Systems Support Supervisor

Min Salary:

$46,473.31

FLSA:

NE = Non-Exempt

Position Type:

:
Staff

Position Summary:

:
Rowan-Cabarrus Community College seeks an End User Support Supervisor to join our dedicated team. Working closely with the Director of End User Support, you will oversee the team’s day-to-day operations and ensure timely and effective resolution of technical issues for faculty, staff, and students. This role is responsible for supervising support staff, managing support tickets, maintaining high customer satisfaction, and continuously improving IT support processes. Your work will directly support the college’s mission of providing high-quality education and services. As the End User Support Supervisor, you will play a key role in ensuring the smooth operation of our IT support services and contribute significantly to Rowan-Cabarrus Community College’s success.

Required Education/Experience:

:
Associate degree in Information Technology, Computer Science, or a related field.
Minimum of 2 years of experience providing technical support within an IT environment, showcasing exceptional proficiency in troubleshooting and problem-solving.
Experience in a supervisory or leadership role.

Preferred Education/Experience/Skills:

:
Experience with remote support tools and enterprise-level tickets.
Relevant certifications, such as CompTIA A+ or

Microsoft Certified:

Modern Desktop Technician, are highly desirable.
Strong knowledge of hardware, software, and networking principles, with a solid familiarity with Microsoft Windows and Office products.

Other Knowledge, Skills and Abilities:

:
Strong leadership and team management skills.
Excellentmunication and interpersonal skills, with the ability to interact effectively with diverse stakeholders.
Proficient in troubleshooting hardware, software, and network issues.
Knowledge ofputers and related software applications.
Ability to prioritize and manage multiple tasks in a high-pressure environment.
Strong analytical and problem-solving skills.
Customer service mindset with a strongmitment to user satisfaction.
Proficient in maintaining departmental records.

Department:

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Infrastructure & Computing Services

Work Hours:

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The End User Support Supervisor position at Rowan-Cabarrus Community College follows a standard work schedule of 8:00 am to 5:00 pm, Monday through Friday. Located at the North Campus in Salisbury, NC, this role requires weekly on-campus attendance to facilitate in-person collaboration, meetings, and support activities. Full-time on-campus presence may be necessary during designated reporting periods or blackout maintenance times to oversee critical operations and address emergent issues effectively. Additionally, occasional flexibility in work hours may be required to amodate evening or weekend work, especially during major system upgrades or urgent technical incidents. Efforts are made to provide advance notice and support work-life balance for employees while ensuring seamless IT support services for the collegemunity.

Posting Date:

:
06/04/2025

Closing Date:

:
06/30/2025

Open Until Filled:

No

Duty and Responsibility:

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1. Supervise and lead the End User Support team by prioritizing and assigning work, ensuring adequately trained staff, providing coaching and mentorship, developing plans and strategies for continuous improvement, and enforcing adherence to policies and procedures. Additionally, conduct performance evaluations and rmend hiring, termination, and disciplinary actions when necessary.

Duty and Responsibility:

:
2. Supervise and participate in the day-to-day operations, which include assisting the Director of End User Support in coordinating and optimizing support coverage and scheduling to ensure uninterrupted support during and outside business hours. Coordinating equipment setup, troubleshooting equipment and service issues, reviewing help desk calls and tickets for services, and ensuring timely and proper resolution of problems; and/or performing related tasks.

Duty and Responsibility:

:
3. Collaborate with the Director of End User Support in developing and implementing standard operating procedures (SOPs) for IT support services to ensure consistency and efficiency. This includes maintaining SLA adherence and resolving technical issues promptly.

Duty and Responsibility:

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4. Facilitate the onboarding and training of new IT support staff, fostering their growth and seamless integration into the team.

Duty and Responsibility:

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5. Provide technical support and troubleshooting assistance to end users regarding hardware, software, network, and other IT-related issues.

Duty and Responsibility:

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6. Oversee the resolution ofplex technical issues, acting as the initial escalation point for intricate or impactful challenges while guaranteeing timely and practical solutions.

Duty and Responsibility:

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7. Coordinate with other IT departments and stakeholders to address technical problems, implement solutions, and enhance user experience.

Duty and Responsibility:

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8. Participate in the planning and executing IT projects, upgrades, and deployments, ensuring minimal disruption to operations.

Duty and Responsibility:

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9. Collaborate with the Director of End User Support in developing and implementing support processes, policies, and procedures to enhance service delivery and user satisfaction. Conduct thorough analyses of support trends to generate insightful reports and rmend substantive process improvements.

Duty and Responsibility:

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10. Keep abreast of emerging technologies and industry best practices in end user support, contributing to continuous improvement initiatives.

Duty and Responsibility:

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11. Foster a positive culture of high-quality customer service and user satisfaction within the End User Support team by instilling a customer-first approach and promoting teamwork, collaboration, and knowledge sharing.