Technical Support Specialist Team Lead

Overview

The Technical Support Specialist Team Lead works in Princeton University's central IT Support and Operations Center (SOC) to provide technical support to members of the Princeton University community including faculty, students, alumni, parents and staff. The team lead supervises the staff providing support for incident, major incident, request, and knowledge management. As the lead for a support team, this role oversees team and individual performance, coordinates the support schedule, administers quality management and coaches staff to individual and team improvement. The position participates in on-call rotation to address emergent situations that happen during off-hours.

The position supports service management processes, including incident and major incident management handling, capturing demand for incident resolution and service requests, and emphasizing the use of metrics and quality when reviewing team and individual performance. The team lead is also responsible for analyzing information and making recommendations for continual service improvements.

Responsibilities
Scheduling and Directing Work

• Manage the schedule, roster, and leaves/absences
• Monitor the team's work queues, ensure incidents and requests are assigned according to priority and skill, and manage the flow of incoming chats, emails, portal tickets and calls
• Manage schedule adherence
  

Quality Assurance, Staff Development and Coaching

• Lead team huddles and meetings
• Manage quality through ticket auditing, call monitoring, review customer satisfaction ratings, and conduct feedback sessions
• Create learning curriculum based upon quality assessments and newly introduced services and technologies
• Responsible for onboarding/training new service desk specialists as well as ongoing staff development
• Handle escalations with clients or other campus partners when issues arise
• Assist team members with technical or process perspective when needed
  

Service Management

• Collaborate with process and service owners to identify and implement recommended improvements to the incident, major incident or request processes
• Collaborate with request owners to identify and implement process automation
• Collaborate with service and process owners to provide input on service design based upon customer feedback
• Actively monitor and respond to IT security-related events in collaboration with the security team (and the secure incident response process)
• Post and manage technology outage and alert notifications
• Maintain content posted in response templates
  

Reporting

• Provide reports to leadership on team and individual performance
• Generate reports on ticket aging, service level agreements and KPI performance
• Analyze performance and make recommendations to OIT leadership to drive quality initiatives and process excellence
  

Knowledge Management

• Create, review and update knowledge article content and service desk procedures
• Working with respective service owners, identify shift left opportunities and knowledge transfer for service desk employees

Qualifications

Essential Qualifications

• A minimum of 1 year of experience supervising a technology team
• At least 3 years of experience providing professional customer service support in a multi-tiered support environment, by phone, email, chat or portal
• 2 years of experience supporting multi-platform devices and networking
• Experience with ServiceNow or other enterprise ticketing systems
• A strong working knowledge of a variety of technologies, including networking, email, and cloud-based solutions (such as Office365 and G-Suite)
• Excellent interpersonal skills, and written and oral communication skills
• Experience with service management processes and platforms
• Education: Bachelor's degree or equivalent experience

Preferred Qualifications

• Experience with automated call distribution systems
• Preferred certifications: HDI, CompTIA A+, ITIL

Princeton University is an Equal Opportunity/Affirmative Action Employer and all qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity or expression, national origin, disability status, protected veteran status, or any other characteristic protected by law. EEO IS THE LAW

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