As the second-largest Catholic university in New England, and one of the fastest-growing private doctoral institutions in the U.S., Sacred Heart University is a national leader in shaping higher education for the 21st century. SHU offers more than 100 undergraduate, graduate and doctoral programs on its Fairfield, Conn., campus. Sacred Heart also has a campus in Dingle, Ireland, and offers online programs. More than 10,000 students attend the University’s eight colleges and schools: College of Arts & Sciences; School of Communication, Media & the Arts; School of Social Work; School of Computer Science & Engineering; College of Health Professions; the Isabelle Farrington College of Education & Human Development; the Jack Welch College of Business & Technology and the Dr. Susan L. Davis, R.N., & Richard J. Henley College of Nursing. Sacred Heart, a Laudato Si’ campus, stands out from other Catholic institutions as it was established and led by laity. The contemporary Catholic university is rooted in the rich Catholic intellectual tradition and the liberal arts, and at the same time cultivates students to be forward thinkers who enact change—in their own lives, professions and in their communities. The Princeton Review includes SHU in its Best 390 Colleges: 2025 Edition, and Best Business Schools: 2024 Edition. Sacred Heart is home to the award-winning, NPR-affiliate station, WSHU Public Radio, a Division I athletics program, and an impressive performing arts program that includes choir, band, dance, and theatre. www.sacredheart.edu
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To apply
Only applications submitted through the official Careers at SHU site will be accepted for employment consideration. If you are viewing this job advertisement through a different site, please visit Careers at SHU to submit a formal application.
Qualified candidates are invited to submit a complete application and resume via our online application system. A cover letter or statement of interest is also preferred for all staff positions.
Sacred Heart University complies with all federal and state employment laws and regulations. Applicants must be lawfully authorized to work for any employer in the United States. We are unable to sponsor or take over sponsorship of an employment Visa for this position.
Position Summary
The Technical Services Supervisor will supervise the Technical Services Specialists, Senior Technical Services Specialists, Deskside & Senior Administration Support Technician, and Deskside Support Technician. This role is responsible for creating a positive experience for all end users through improvement of technical services and adoption of ITIL practices. The Supervisor will ensure maximum operational readiness of all service desk locations and ensure that all technical issues are resolved or escalated appropriately by the technical services team. Additional responsibilities include managing tickets and assets by utilizing ITSM, conducting performance reviews, and provide training and guidance to the technical services team.

Principal Duties & Responsibilities

• Support Manager with conducting interviews and hiring for the supervised positions.
• Lead the technical services team within the service desk; manage staff schedules, time off, and coverage across all service desk locations.
• Develop and maintain training programs for the technical services team; provide one-on-one training as needed. Create and implement metrics to assess training effectiveness and customer satisfaction; identify growth opportunities.
• Ensure staff remain current on relevant certifications. Oversee all device support provided by the technical services team.
• Set performance goals, conduct regular performance reviews, report results and improvement plans to the Manager.
• Guide the technical services staff on device support cycle, complete claims, ensure portal access, and partner with IT Business team to process vendor invoices associated with device support.
• Monitor trends, identify systemic issues, deliver data-driven reports to the Manager.
• Develop solutions to improve technical support efficiency and seek service innovation.
• Resolve advanced technical issues and escalate level-one tickets requiring elevated permissions.
• Review and improve on-site processes in offices and teaching. Assist with scheduling on-site visits.
• Install and maintain university peripherals (printers, Echo devices, monitors, docking stations, mice, keyboards, etc.). Assist with technology moves. Manage IP printing, troubleshoot all university printers, and escalate to vendor as needed.
• Provide on-site support to remote locations within the state of Connecticut.
• Oversee IT recycling process. Gather recycling, organize storage, coordinate with internal teams and vendors.
• Show advanced knowledge of the university IT systems, hardware, software, and support processes.
• Collaborate with device configuration team, student worker team supervisor, and others in IT to perform yearly laptop and desktop refreshes. Schedule classroom refresh efforts to ensure classroom readiness.
• Maintain strong coordination and communication with IT teams; uphold BRM responsibilities.
• Support the Manager in upholding service level agreements (SLAs).
• Create and maintain Knowledge Base public, IT Only, and internal articles.
• Other duties as assigned.

Knowledge, Skills, Abilities & Other Attributes

• Bachelor’s degree in computer science or related technical field preferred.
• 2+ years’ work experience in technical support field preferred (where applicable).
• 1+ years’ work experience in a leadership position preferred.
• Experience troubleshooting hardware, software, and network connectivity issues on laptop/desktop computers (where applicable).
• Strong customer service, communication, and problem-solving skills required.
• Experience and computer proficiency is required with current operating systems and software such as: Windows 10/11, MacOS, Microsoft 365 Suite (Word, Excel, Access, Outlook, Teams).
• Hardware support and repair experience is required.
• Experience with peripherals and printers is preferred.
• Excellent organizational skills.
• Mature sense of responsibility and judgment.
• Good interpersonal skills.

Unusual Working Conditions
Must be available to work occasional weekends, evenings and/or holidays as needed to resolve customer issues and maintain operational readiness. May need to travel to remote location to provide support.
This job posting provides an overview of the role’s general nature and expected tasks. It is not meant to be a comprehensive list of all duties performed. The university reserves the right to modify or reassign job responsibilities at any time. This posting description does not constitute an employment contract, either explicit or implied.
Sacred Heart University is a space that respects and embraces differences, recognizes the unique contributions that individuals can make, and creates a community that maximizes the potential of all faculty and staff. As an equal opportunity employer, we encourage applications from qualified candidates who reflect the wider world in which we live

• Support Manager with conducting interviews and hiring for the supervised positions.
• Lead the technical services team within the service desk; manage staff schedules, time off, and coverage across all service desk locations.
• Develop and maintain training programs for the technical services team; provide one-on-one training as needed. Create and implement metrics to assess training effectiveness and customer satisfaction; identify growth opportunities.
• Ensure staff remain current on relevant certifications. Oversee all device support provided by the technical services team.
• Set performance goals, conduct regular performance reviews, report results and improvement plans to the Manager.
• Guide the technical services staff on device support cycle, complete claims, ensure portal access, and partner with IT Business team to process vendor invoices associated with device support.
• Monitor trends, identify systemic issues, deliver data-driven reports to the Manager.
• Develop solutions to improve technical support efficiency and seek service innovation.
• Resolve advanced technical issues and escalate level-one tickets requiring elevated permissions.
• Review and improve on-site processes in offices and teaching. Assist with scheduling on-site visits.
• Install and maintain university peripherals (printers, Echo devices, monitors, docking stations, mice, keyboards, etc.). Assist with technology moves. Manage IP printing, troubleshoot all university printers, and escalate to vendor as needed.
• Provide on-site support to remote locations within the state of Connecticut.
• Oversee IT recycling process. Gather recycling, organize storage, coordinate with internal teams and vendors.
• Show advanced knowledge of the university IT systems, hardware, software, and support processes.
• Collaborate with device configuration team, student worker team supervisor, and others in IT to perform yearly laptop and desktop refreshes. Schedule classroom refresh efforts to ensure classroom readiness.
• Maintain strong coordination and communication with IT teams; uphold BRM responsibilities.
• Support the Manager in upholding service level agreements (SLAs).
• Create and maintain Knowledge Base public, IT Only, and internal articles.
• Other duties as assigned