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IT Support Services Lead

The IT Support Services Lead is a player-coach role with supervisory responsibility for a small team of IT Service Desk Analysts and IT Support Specialists who providing a broad range of technical support services to students, faculty, and administrative staff across the University. The IT Support Services Lead provides support in a particular geographic region. They, and their team, configure, install, and maintain hardware and software programs, assist with upgrades and integrations, help with cybersecurity issues, and provide repair and troubleshooting support. IT Support Services Lead is a Tier 3 support resource.

The IT Support Services Lead reports to an IT Support Services Manager or the Senior Director of IT Support Services.  The location of the role will be on one or more campuses managed by the team.  Travel between campuses will be required.

Responsibilities

  • Extract a prioritized ticket and take appropriate action to resolve client issues.
  • Provide technical guidance, advice, and training to system users.
  • Build and maintain positive, constructive partnering relationships with the campus community.
  • Help document and improve processes used to provide IT support.
  • As an escalation point, physically or remotely work with end-users to ensure problems are resolved quickly and accurately.
  • Interact with students, faculty, and administrative staff to gain an understanding of present use and future needs for infrastructure and classroom and meeting room technology in their environment.
  • Coordinate computer support activities with multiple user departments and internal teams, as well as third party vendors.
  • Manage and coordinate managed service and solution providers for the successful delivery of technology services in support of our operating business needs.
  • Log all customer interactions, filling out detailed information in tickets and document resolutions.
  • Responsible for the timely and thorough completion of customer help requests by taking ownership and seeing each task through to the customers satisfaction. This may require escalation to other teams, Engineers, or Vendors.

Qualifications

  • Bachelor’s degree in computer science, IT, or information systems, or equivalent experience.
  • At least 5 years’ experience solving problems as a member of a Help/Service Desk team and 2 years in a supervisory or management role.
  • Demonstrated staff management, client management, and communication management skills.
  • Understanding of Windows and/or MacOS systems.
  • Strong computing skills.
  • Is a natural problem solver and critical thinker.
  • Fluent in a variety of software, and systems.
  • Comfortable collaborating with others and performing exercises such as onboarding.
  • Demonstrated computer literacy skills.

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