Job Details

Help Desk Supervisor- Social Work Research & Public Service- UTK

Position Number: 6218507
Location: Chattanooga, TN
Position Type: Computing - Support and Training

Help Desk Supervisor- Social Work Research & Public Service- UTK
TN, United States

Job Identification: 2911
Job Category: Info Technology
Posting Date: 05/09/2025
Job Schedule: Full Time
Locations: 1331 Circle Park, Knoxville, TN, 37996, US (Remote)

Job Description
We are seeking dedicated and skilled help desk supervisor to oversee shifts of support personnel and provide specialized technical assistance across the State of Tennessee. The ideal candidates will excel in leadership, possessing the ability to manage help desk teams while delivering high-level desktop and technical support. These professionals should be adept at learning and supporting various software products and custom applications, demonstrating patience and effective communication when assisting customers of all technical proficiency levels. We require individuals who can diagnose complex issues, align solutions with organizational policies, and uphold best practices in technology, security, and confidentiality. Successful applicants will be comfortable working remotely when needed, capable of both independent and collaborative work, and maintain unwavering professionalism in all interactions. This role demands a combination of supervisory acumen and technical expertise to ensure top-tier support for both customers and staff.

Responsibilities
Supervising and Management

* Oversee the quality of work and daily tasks of Help Desk.

* Provide guidance to team as needed

* Handle escalations when necessary

* Collaborate with managers regarding completion of annual reviews.

* Approve biweekly effort for assigned team members

* Approve need for leave time from team members to accommodate coverage

Projects

* Serve as point of contact for team HR needs

* Delegate tasks tailored to project needs

* Collaborate with customers/partners for scope required to meet/exceed expectations

* Maintaining availability for guidance

* Define overview and daily best practices for software implementation

Technical Assistance/Help Desk Response

* Answer toll-free number and provide professional spoken response

* Operate cloud-based phone software, including transferring calls, managing queues, and message management

* Align responses with State, Partner, and University policy

* Learn, use, and support multiple software products and custom applications

* Provide phone, text, chat, email, website, and other forms of direct customer support

* Diagnose, triage, and problem solve customer needs

* Collaborate with partner agency help desks as required

* Follow best practice for technology, information security, privacy, and confidentiality

* Documentation of help desk requests and responses

Training Testing and Support Documentation

* Work with internal training team to provide feedback and testing for training materials related to custom products and technology products

* Work with grant partners to provide feedback and testing for training materials related to custom products and technology products

* Provide feedback, testing, and review of training websites and help desk websites

* Work with development team to provide feedback and testing for custom products

* Work with partner products to provide feedback and testing for custom products

* Other duties as required

Qualifications
Required Qualifications

Education: High school diploma
Experience: One year supervisory experience & One year experience using Microsoft Office products in general and Office 365 specifically
Knowledge, Skills, Abilities:
- Experience with oral, written, and other forms of communication in a professional setting
- Intermediate experience with technology in a professional environment
- Ability to operate cloud-based phone software, including transferring calls, managing queues, and message management
- Ability to quickly learn multiple policies and controls for State, Partner, and University
- Knowledge and comfort with modern technology, including Office 365 and MS Teams
- Ability to understand and follow best practice for technology, information security, privacy, and confidentiality
- Applicants must be legally authorized to work in the United States on a full-time basis without need now or in the future for sponsorship for employment visa status.

Preferred Qualifications

Experience: Two years experience providing customer service in a technology-centered environment
Knowledge, Skills, Abilities: Experience working with human service data and technical support

Work Location

Location: Fully remote position

Compensation and Benefits

UT market range: MR 08
Anticipated hiring range: Midpoint
Find more information on the UT Market Range structure here
Find more information on UT Benefits here

Application Instructions

Applications will be reviewed as received and interviews can begin as soon as 7 days from posting.

Interested individuals should provide the following:

Resume
Cover Letter
List of 3 Professional References

About The College/Department/Division

The Social Work Office of Research and Public Service (SWORPS) is an applied research center of the University of Tennessee College of Social Work (CSW). We are a dynamic and close-knit interdisciplinary team of individuals with a shared vision of thriving communities with equitable outcomes for all. We do that by building partnerships that leverage research, technology, and human connection to improve lives in Tennessee and beyond.

Over the past fifty years, SWORPS has worked with local nonprofits such as the United Way of Greater Knoxville, University of Tennessee departments and faculty researchers, state agencies such as the Tennessee Department of Human Services, and federal agencies like the Department of Housing and Urban Development. Our annual portfolio consists of 25-40 sponsored projects spanning a wealth of different content areas, but one common thread -each project contributes one more building block for thriving communities with equitable outcomes for all.

Learn more about SWORPS and some of our programs and resources by visiting our webpage: https://www.sworps.tennessee.edu/

About Us
The University of Tennessee, Knoxville, has shaped leaders, changemakers, and innovative thinkers since its founding in 1794. The university is home to more than 38,000 students and 10,000 statewide employees-the Volunteers-who uphold the university's tradition of lighting the way for others through leadership and service.

UT Knoxville offers over 900 programs of study across 14 degree-granting colleges and schools. As Tennessee's flagship land-grant university, its footprint spans the entire state. The university holds the highest Carnegie classification for research activity and has deep partnerships with industry leaders and the US Department of Energy's largest multidisciplinary laboratory, Oak Ridge National Laboratory.

The Knoxville campus serves and recruits for UT Knoxville, including the Institute of Agriculture and the Space Institute, as well as the UT Institute of Public Service.

UT Knoxville considers its employees its number one asset. With values that focus on work-life balance, compensation, and innovation leadership, all Vols are supported to advance professionally. Employees have access to career development and coaching, continued education, and an extensive list of development and training possibilities. The Volunteer employee experience implements structures and practices that attract and retain a diverse community and that support a culture where everyone matters and belongs.

The university holds a strong commitment to its land-grant mission of learning and engagement, with a tradition of service and leadership that carries that Volunteer spirit throughout the state and around the world. It has been ranked nationally as "Best Employer for New Graduates," "One of America's Best Large Employers," and "Best Workplace for Women," and has been designated as "Best Place for Working Parents" by Forbes Magazine.

Apply today and join the Tennessee Volunteer community!

To apply, visit https://fa-ewlq-saasfaprod1.fa.ocs.oraclecloud.com/hcmUI/CandidateExperience/en/sites/CX_1/job/2911/?mode=location