Helpdesk Supervisor

Bellingham Technical College invites applications for one full-time professional position as a Helpdesk Supervisor for the Computer & Information Support Services (CISS) department. The position is anticipated to begin in May 2024 and will report to the Director of Computer & Information Support Services.  This is an exempt, non-represented position, is FLSA exempt from overtime, and is at-will.  
   
The Helpdesk Supervisor for the Computer & Information Support Services (CISS) department is responsible for the overall support and oversight of CISS helpdesk activities related to college network services, computer systems, software applications & licensing, mobile devices, telecommunications, and data systems. Help manage IT projects, provide support for the Director of CISS, and provide direct supervision to staff (e.g., CMT(s), Helpdesk Coordinator(s)). Supervise the Helpdesk Coordinator and CISS staff to ensure that all Helpdesk calls are handled in a timely manner and to manage the continual improve of the helpdesk service.  This is a working manager position.  Person is expected to develop and maintain a strong sense of teamwork within the department and College administrative units with a strong commitment to customer service towards end users, internally and with external customers.
 
BTC is a premier higher education institution working to provide student-centered, high quality professional technical education throughout Whatcom County and is the only technical college serving northwest Washington State. The College is uniquely positioned to offer exceptional training and educational opportunities to area residents and employers. Founded in 1957 as Bellingham Vocational Institute, it has continued to offer high-quality education in a supportive, student-first environment. BTC has been serving its region with workforce education degrees and certificates to approximately 6000 students per year. The college provides professional technical programs and courses, adult basic education, English Language Acquisition programs, academic courses, community education, a few direct transfer degree opportunities, and two Bachelor of Applied Science (BAS) degrees. BTC works closely with regional employers and other partners to develop programs and train students to fill regional workforce demands and support economic development.
 
BTC is committed to creating and maintaining a welcoming campus that supports diversity, promotes a sense of community, provides an effective work and learning environment, and encourages respect for individuals. As an Equal Opportunity employer, BTC values diversity and aims to recruit employees that reflect the diverse backgrounds of our community, including ethnicity, national origin, religion, race, gender, gender identity, age, status as a veteran or disabled veteran, disability, political status, and sexual orientation. The successful candidate will be expected to contribute to a successful and supportive learning environment for a diverse college student population with a wide range of backgrounds and experiences.

• Provide administrative and supervisory support to the CISS Director with IT projects, IT contracts and assignments, licensing, vendor management, accessibility requests, IT Purchasing, Inventory, quotes, etc.; 
• Supervise and provide leadership to CISS support staff as delegated by CISS Director; 
• Provide excellent customer service and communication to stakeholders;
• Provide professional development and training to CISS support staff on customer service and communication best practices;
• Manage the work orders, purchases, IT inventory as well as IT contracts, software licensing and vendors; 
• Analyze helpdesk calls to determine patterns, identify areas of trouble, and implement solutions;   
• Perform management tasks such as, but not limited to: supervising, training and evaluating staff; managing and prioritizing of computer and technology service requests; developing and implementing appropriate procedures; 
• Coordinate and provide assistance and guidance in selecting, acquiring, implementing, and managing technology assets for administrative and instructional use; 
• Oversee CISS helpdesk; Serve as back-up for CISS Helpdesk Support Line; 
• Provide Software support; 
• Oversee trouble-tickets for helpdesk tracking software; enter as needed; 
• Oversee trouble-tickets in helpdesk to ensure timely completion; 
• Oversee and manage equipment Inventory lists;
• Oversee and assist in IT equipment Inventory and tracking;
• Oversee and analyze helpdesk calls to determine patterns and make recommendations for procedural improvements; 
• Oversee and track campus wide software licensing, to ensure compliance; 
• Coordinate, monitor and maintain records of campus wide computer equipment purchases; 
• Policy 188 Coordinator: Coordinate the purchase of equipment, adaptive technology, software, and program materials, adhering to State Policy 188;   
• Oversee and assist in Accessibility documentation and evaluation & testing of Hardware and Software purchases; 
• Coordinate with the Tech Trainer to conduct orientation for new staff and faculty on the use of computer hardware and software, telephone equipment and voicemail; 
• Provide support to Technical Trainer during training workshops and orientations; 
• May serve on local or regional technology committees or commissions; 
• Perform related duties as required. 

Minimum Qualifications: 

• Bachelor’s degree from an accredited college/university or equivalent, preferably in Computer Software Support, technology or related field, AND; 
• Five years of relevant experience in a responsible supervisor position, AND;  
• Intermediate skills using Microsoft products (esp. Windows, Word, Excel, and Access), AND; demonstrated customer service focus in past work history; 

OR, 

• Equivalent combination of education and work experience. 

Preferred Qualifications:

• Bachelor’s degree or higher in related field and eight years of relevant experience as a Helpdesk Supervisor in a small to medium sized organization (50 users), utilizing a local area network, client/server technology, and helpdesk application software;  
• Intermediate to advanced skills using Microsoft Office products (esp. Word, Excel, and Access);  
• Project management experience;  
• Demonstrated customer service focus in past work history;  
• Strong interpersonal skills; Strong organizational skills;
• Ability to communicate and work effectively with people from varying cultural and socio-economic backgrounds;  
• Industry certifications such as COMPTIA A or Microsoft; 
• Successful experience providing support for a variety of IT systems.   

Essential Knowledge, Abilities & Skills: 
Knowledge, Skills & Abilities: The knowledge, skills, and abilities listed below represent the characteristics and essential performance expectations of the position. Applicants do not necessarily need to enter the position with all of these knowledge, skills, and abilities. 
 
Knowledge of: 

• Project management and information systems implementation modeling; 
• End-user hardware (PC’s, Laptops, Mobile Phone, etc.) and software applications (MS Office, Adobe products); 
• Operating Systems such as Windows, Mac OS, IOS and Android; 
• Effective documentation methods and procedures; 
• Accessible Technology specifically WCAG 2.1;
• Training techniques sufficient to communicate with and train a diverse audience, including administrators and functional/technical users. 

Ability to: 

• Supervise others; evaluate assigned staff; 
• Coordinate and facilitate complex technological undertakings; 
• Create and use knowledgebase information and follow problem analysis flows to solve problems; 
• Develop training modules on software systems and provide end-user support one-on-one or in group training sessions; 
• Read and understand technical documentation for professional development and problem resolution purposes; 
• Instruct users in the use of computer equipment and operating procedures; 
• Plan, organize and manage complex purchase processes, including negotiations with vendors for hardware and software acquisitions; 
• Interpret laws, rules, and regulations affecting college fiscal and personnel accounting; 
• Work independent and with minimal supervision; 
• Work successfully within a team concept; 
• Work under pressure and with competing deadlines; 
• Work with an increasing diverse workforce and study body with diverse needs.  

Skills:

• Excellent customer service skills;
• Strong critical thinking and problem-solving; 
• Detail oriented; 
• Excellent oral and written communication; 
• Excellent interpersonal skills, with a focus on rapport-building, listening and questioning.

Physical and Work Environment:
Ability to sit for prolonged period of time at a desk (or various desk configurations)/computer workstation; frequent repetitive arm, hand and finger motions; frequent use of computers and displays in performing assignments; working an open office setting with frequent interruptions.  Compensation, Benefits and Work Schedule:
The salary is $7,252 per month (~$87,024 per year).

Position receives 8 hours per month of sick leave, 16 hours per month of vacation leave, 24 hours of personal leave and 12 paid state/college holidays per calendar year. Benefits also include a Washington State insurance package including medical, dental, vision, life insurance, and long-term disability; a retirement benefits package, with choice between the Public Employees Retirement System (PERS) Plan 3 or the State Board Retirement Plan (SBRP) 401A plan TIAA.   Additional optional benefits include ability to participate in a medical Flexible Spending plan, Limited Purpose Flexible Spending plan, or Health Savings Account; Dependent Care Assistance; discounts for automobile and homeowner insurance, tuition waiver; two voluntary investment (not matched) programs - TIAA (403b) or the State Deferred Compensation (457) plan.   Employee Assistance Program (EAP); up to 21 days of military leave; up to 5 days of paid bereavement leave, paid civil/jury duty, ability to participate in a shared leave program; and up to 2 days of unpaid holiday for reasons of faith or conscience.
 
Work schedule is generally Monday through Friday, about 40 hours per week, however, schedule may vary including split, weekend, and evening assignments.  The position will be expected to work onsite full-time with possibility of some flexible remote work.
   
Background Check: This position will be subject to a pre-employment background check and final offer of employment is contingent upon passing a criminal background check satisfactory to the college. Information from the background check will not necessarily preclude employment but will be considered in determining the applicant's suitability and competence to perform in the position.  
   
Application Procedures and Deadline:
Required application materials must be completed and submitted online at http://www.btc.edu/jobs and received by March 8, 2024 for priority consideration. Application materials received after this date and time may be considered until position is filled.  More information about Bellingham Technical College is at http://www.btc.edu or contact the Human Resources Office at (360) 752-8354.  You will be contacted if selected for an interview.  At this time, BTC is not sponsoring H-1B Visa's.
 
Required Online Application Materials:

• Completed Online BTC Employment Application & Online Supplemental Questions; 
• Attach current resume (word or PDF file only);  
• Official transcripts of any degrees listed will be required upon hire, but not as part of the application materials to apply.

Initial interviews are expected to be held between April 15-19, 2024.  Finalists may be asked to return for additional interviews with the Vice President of Administrative Services between April 22-23, 2024.