Unified Help Desk Shift Supervisor/Dispatcher

The Unified Help Desk (UHD) Shift Supervisor / Dispatcher plays a critical role in supporting campus operations by supervising help desk and dispatch functions during assigned shifts. This position ensures timely response to service requests, effective coordination of staff, and adherence to departmental procedures while maintaining a high level of customer service for the FIT community.

The Shift Supervisor / Dispatcher acts as a working supervisor, providing real-time guidance, prioritizing requests, and serving as an escalation point for complex or urgent issues.

Essential Functions:

Leadership & Supervision

• Lead, supervise, and mentor UHD shift staff, including full-time staff, student monitors, aides, and interns.
• Provide shift-level supervision in the absence of the UHD Manager, including attending meetings as requested.
• Coach staff on best practices for customer service, new technologies, procedures, and service delivery standards.
• Ensure appropriate staffing coverage across all supported UHD locations and services.

Ticket Management & Dispatch Operations

• Oversee end-to-end ticket management, including creation, dispatch, prioritization, queue management, resolution, documentation, and reporting, using UHD and Help Desk Systems & Endpoints Operations (HDSEO) tools.
• Dispatch work via ticketing systems and real-time radio communication to ensure timely responses and optimal client satisfaction.
• Monitor unresolved and in-progress tickets across tiers (1, 2, and 3), reassigning or escalating as necessary.
• Provide shift handoff reports and operational status updates to the UHD Manager and incoming shift supervisors.

Technical Support & Escalation

• Provide Tier 1 and Tier 2 technical support when needed via phone, remote access, and in-person assistance.
• Troubleshoot hardware, software, and peripheral issues across enterprise Windows and Mac environments.
• Resolve or escalate complex technical and customer service issues in coordination with IT service units and leadership.

Operational Oversight & Planning

• Oversee support for classrooms, labs, self-service areas, and technology-enabled teaching spaces during assigned shifts.
• Coordinate with teaching support teams to resolve classroom disruptions quickly.
• Supervise technical staff implementing software images and endpoint configurations in labs and classrooms.
• Monitor equipment and technology resources in use during shifts.

Training & Knowledge Sharing

• Train and orient new UHD staff and student employees on systems, tools, and procedures.
• Assist with ongoing staff training related to new technologies, services, and operational processes.
• Serve as a subject matter expert and promote knowledge sharing across UHD teams.

Process Improvement & Documentation

• Follow and help improve UHD and IT Division standard operating procedures (SOPs) and governance practices.
• Identify opportunities to enhance service delivery, workflows, and operational efficiency.
• Maintain accurate ticket data and prepare real-time, historical, and performance reports as required.

Communication & Collaboration

• Communicate effectively with UHD leadership, IT service units, infrastructure teams, vendors, and campus stakeholders.
• Participate in unit, project, and divisional meetings as assigned.
• Collaborate on IT initiatives, projects, and incident response activities.

The preceding description is not designed to be a complete list of all duties and responsibilities required of the position; other duties may be assigned consistent with the classification of the position.

Minimum Qualifications:

• Bachelor's degree in Computer Science, Information Technology, Information Systems, or a related technical field, or an equivalent combination of education and relevant professional experience.
• Minimum of 3 years of experience in help desk operations or technical support, supporting both Windows and Mac environments.
• Demonstrated experience providing user support via telephone, remote access, and in-person service.
• Proficiency with ITIL-based ticketing systems; experience with Cherwell preferred.

Preferred Qualifications:

• Prior supervisory or shift-lead experience in a help desk or IT support environment.
• Experience using remote support tools such as ScreenConnect.
• Familiarity with large-scale endpoint, lab, or classroom technology support environments.

Knowledge, Skills, & Abilities:

• Demonstrated experience supporting software packages (custom, 3rd party) as a troubleshooter in Mac, Windows, iOS, and Android operating environments.
• Proficiency in ticket dispatch and optimizing ticket management using remote desktop support tools, preferably Screenconnect.
• Strong leadership skills and the ability to run a shift operation and collaborate with other shift supervisors/dispatchers.
• Strong communication, problem-solving, and troubleshooting skills.
• Ability to work under minimal direction; lead or assist with emergency support as directed by the Unified Help Desk Manager.
• Ability to work independently, manage competing priorities, and perform effectively during emergency incidents.
• Excellent communication, interpersonal, teamwork, collaboration, problem-solving and troubleshooting skills.

Please note all offers of employment are contingent upon successful completion of the background check process.

Salary

Salary: $91,486.02 per year


The UCE-FIT Collective Bargaining Agreement (CBA) dictates the compensation, benefits, and conditions of employment. Hiring Salary: $91,486.02 per year with step increments per Salary Schedule 95, after one year of service and annually thereafter.

Work Schedule

Days/Hours: M-F, 8am-4pm, in person; work schedule subject to change based on needs of the department.

Benefits

The Fashion Institute of Technology (FIT) provides comprehensive employee benefit programs designed to help keep our faculty and staff and their families healthy, safe, happy, and productive. Our programs also include a variety of components to help our employees improve the quality and balance of their work and family lives, and to help them prepare for their futures.

• Retirement Plans
• Health Care Plan and Dental Plan
• Employee Assistance Program
• Flexible Spending Account
• Commuter Benefit Plan
• FIT Tuition Exemption Program
• Paid Time Off (Vacation, Personal, Sick and Holidays)
• 4-day Summer Workweek
• Qualifying Employer for the Public Service Loan Forgiveness (PSLF) Program

For a full list of FIT benefits, visit our benefits webpage.

Pay Equity by State Employers

Pursuant to Executive Order 161, no State entity, as defined by the Executive Order, is permitted to ask, or mandate, in any form, that an applicant for employment provide his or her current compensation, or any prior compensation history, until such time as the applicant is extended a conditional offer of employment with compensation. If such information has been requested from you before such time, please contact the Governor's Office of Employee Relations at (518) 474-6988 or via email at [email protected].

Visa Sponsorship

This position is not eligible for visa sponsorship by the Fashion Institute of Technology.

Equal Employment Opportunity (EEO) Statement

FIT is firmly committed to creating an environment that will attract and retain people from a range of backgrounds. FIT is firmly committed to creating a learning and working environment that encourages, utilizes, respects, and appreciates the full expression of every individual's ability. The FIT community fosters its mission and grows because of its rich, pluralistic experience. FIT is committed to prohibiting discrimination, whether on the basis of race, color, creed, age, national origin, immigration or citizenship status, gender, sexual orientation, disability, marital status, partnership status, caregiver status, sexual and reproductive health decisions, uniformed service, height, weight, any lawful source of income, status as a victim of domestic violence or as a victim of sex offenses or stalking, whether children are, may be or would be residing with a person or conviction or arrest record, or any other characteristic protected by applicable federal, state, or local laws. FIT is committed to providing equal opportunity in employment, including the opportunity for upward mobility for all qualified individuals. Applications from veterans and persons with disabilities are encouraged. Inquiries regarding FIT's non-discrimination policies may be directed to the Chief Equal Employment Opportunity Officer/Title IX Coordinator, 212.217.3360.

Annual Security Report

The safety and well-being of FIT's students, faculty, staff, and visitors is of paramount importance. Pursuant to the Jeanne Clery Disclosure of Campus Security Policy and Campus Crime Statistics Act, FIT publishes an annual report containing crime statistics and statements of security policy, accessible here: Safety Statistics . A paper copy of the report will be provided upon request by contacting Public Safety's administrative office number at (212) 217-4999.

Physical Requirements and Work Environment

The working conditions for this position will be on campus, primarily in an office space. The physical requirement for this position will require frequent sitting, frequent standing, occasional bending, frequent walking, and occasionally lifting up to 20 lbs.

Reposted on 1/8/2026