What are the responsibilities and job description for the Helpdesk and Quotes Supervisor position at Troy University?
The Helpdesk and Quotes Supervisor is responsible for providing system and technical support to users; recommending and implementing system and technology solutions and improvements; troubleshooting systems and technology. Overseeing helpdesk operations to ensure high-quality, timely, and efficient technical support services would be an integral part of daily activity. This role manages PT scheduling, vendor coordination, Technical Services’ contract review, and installation activities while serving as a key liaison between the Director of Technical Service, internal teams, and external vendors. The Helpdesk Supervisor ensures service continuity and operational efficiency.
- Providing system and technical support to users.
- Manage the day-to-day operations of the IT Helpdesk, ensuring consistent service delivery and customer satisfaction.
- Oversee part-time (PT) staff, to ensure adequate coverage and workload balance.
- Coordinate and prepare university quotes for IT services, equipment, and support requests.
- Review Technical Services contracts, agreements, and statements of workto ensure accuracy, compliance, and alignment with university policies.
- Serve as the primary point of contact for vendors, managing communications, timelines, and deliverables.
- Coordinate and oversee technology installations, upgrades, and service deployments in collaboration with vendors and internal teams.
- Track and manage service requests, escalations, and resolutions to ensure SLAs are met.
- Maintain documentation related to contracts, quotes, installations, and vendor services.
1. Bachelor’s degree in a related field, OR a minimum of three years of related work experience
Preferred Qualifications