Service Desk Team Lead - IT

Position Overview:

Provides a first line and single point of contact to the organization for technology related problems. Assist business customers with telephone, walk-in, or trouble ticket inquiries to resolve or escalate IT systems issues and problems. Provides support and incident management and client communication for IT system faults and service requests. Supervises student workers.

Department Specific Essential Job Functions:

• Assists in supervising Service Desk staff.
• Controls and manages staff schedules and time reports.
• Manages the workflow for the Service Desk.
• Assists in hiring, training, and coaching new staff on policy and procedures, customer service, and the enterprise telephone system.
• Promotes teamwork by mentoring other staff and providing training on, and updates to, the Technology Service Catalog.
• Manages customer contact (phone, email, and in-person-requests) and resulting workaround or solution into the Service Desk ticketing software and takes proactive steps to minimize similar issues from recurring.
• Analyzes and resolves or appropriately escalates service and support requests and incidents.
• Facilitates the documentation and communication between Service Desk and all related support teams regarding troubleshooting efforts on escalated issues.
• Identifies, recommends and may assist in development or execution of training programs for Service Desk staff to improve customer service, computer literacy, and self-sufficiency.
• Conducts operational statistical surveys.
• Prepares and maintains IT Service Management (ITSM) Service Desk reporting for management review.
• Responsible for request ticket tracking and regular reviews.
• Prioritizes and manages service tickets to ensure excellent customer service.
• Research and recommend innovative, and where possible, automated approaches for administration task efficiencies.
• Serves as functional manager of ITSM.
• Maintains Knowledge Management Articles within the ITSM ticketing system.
• Review, monitor and approve timekeeping of student employees.
• Ensures systems documentation follows best practices, is up-to-date, accurate, and tested.
• Maintains a customer-service attitude.
• Continually updates skills and knowledge relative to the position and the technology industry.
• Performs other duties as assigned.

Adheres to and complies with the University's shared values (3Cs) and the Office of Information Technology's Code of Ethics. This position is on-call 24-7-365 and requires the successful candidate to have high-speed Internet access to their residence. High-Speed infers Cable modem or DSL measured within the Mega-Bit upload and download speeds. This position requires the successful candidate to maintain a smart phone on which to receive telephone calls and SMS messages from servers and authorized OIT personnel.

The duties listed above are intended only as illustrations of the various types of work that may be performed. The omission of specific statements of duties does not exclude them from the position if the work is similar, related, or a logical assignment to the position.

Qualifications

Qualifications / Experience Required:

Requires general education or vocational training and 6+ years of relevant experience in chosen field or equivalent combination of education and experience.

Qualifications / Experience Preferred:

Experience supporting Windows and Apple Operating Systems in a Helpdesk environment. Knowledge of ITIL concepts and ability to follow existing Problem, Change, and Incident Management procedures. ITIL Foundations Certification or related certifications.

Knowledge/Skills/Abilities:

Demonstrated ability to effectively communicate by phone or in person and with different groups of people across campus. Demonstrated writing ability. Demonstrated ability to explain technical terms in everyday language. Knowledge of information technology and OIT products and services. Demonstrated analytical and troubleshooting skills. Excellent customer service skills; demonstrated ability to achieve successful outcomes in handling difficult situations and customers. Demonstrated ability to work in the Service Desk/Help Desk environment. Shows initiative and acts independently to resolve technical problems. Demonstrated ability to manage multiple priorities and follow through on projects to completion. Ability to work in teams. Friendly, courteous demeanor.

Physical Demands:

Repetitive movement of hands and fingers - typing and/or writing. Frequent standing, and/or sitting. Occasional walking, stooping, kneeling or crouching. Reach with hands and arms. Visually identify, observe and assess. Ability to communicate with supervisor/students/colleagues. Regular physical attendance required. The physical demands and work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations (in accordance with ADA requirements) may be made, upon request, to enable individuals with disabilities to perform essential functions.