<p>Basic Function</p> <p>The Service Desk Team Lead provides day-to-day leadership for the Service Desk team, ensuring timely and high-quality technical support to students, faculty, and staff. This role bridges the gap between the Service Desk Technicians and the Associate Director of Client Experience by overseeing daily operations, managing escalations, mentoring team members, and contributing to process improvements. The Team Lead will also monitor service performance, enforce best practices, and support continuous improvement initiatives to enhance customer experience and service efficiency.</p> <p>Essential Job Functions</p> <ul> <li>Team Leadership & Mentorship: Provide guidance, support, and training to Service Desk Technicians and student assistants to ensure consistent, high-quality support. Foster a culture of continuous improvement and customer service excellence. </li><li>Incident & Escalation Management: Serve as the first escalation point for complex service requests before involving the Associate Director of Client Experience. Assist with troubleshooting advanced technical issues and coordinate resolutions with other ITS teams. </li><li>Process Improvement & Documentation: Identify inefficiencies in Service Desk workflows and contribute to the enhancement of service delivery processes. Ensure accurate documentation of procedures, best practices, and common issue resolutions in the knowledge base. </li><li>Service Performance Monitoring: Track and analyze key performance metrics (e.g., response time, resolution time, customer satisfaction) to identify trends and areas for improvement. Report findings to the Associate Director of Client Experience. </li><li>Ticketing System Management: Monitor the IT Service Management (ITSM) system to ensure proper ticket categorization, prioritization, and resolution. Assist technicians in managing and updating tickets effectively. </li><li>Shift Coordination & Resource Allocation: Assist in scheduling shifts and balancing workloads to maintain adequate Service Desk coverage during business hours, after-hours, and peak periods. </li><li>Client Support & Advocacy: Ensure high-quality, customer-centric support by actively engaging with users, gathering feedback, and advocating for client needs within the ITS department. </li><li>Collaboration with ITS Teams: Work closely with the Associate Director of Client Experience and other ITS areas to enhance service offerings, improve digital fluency initiatives, and contribute to campus-wide technology support efforts. </li></ul> <p>Minimum Qualifications</p> <ul> <li>Bachelor's degree in Information Technology or a related field, or equivalent experience. </li><li>Minimum of 3 years of experience in an IT support role, preferably in a higher education environment. </li><li>Strong troubleshooting skills across hardware, software, and networking environments. </li><li>Experience with IT Service Management (ITSM) systems and best practices. </li><li>Excellent interpersonal and communication skills, with the ability to explain technical concepts to non-technical users. </li><li>Proven ability to prioritize tasks, manage workload, and handle multiple responsibilities in a fast-paced environment. </li><li>Ability to mentor and support junior team members in technical and professional development. </li></ul> <p>Preferred Qualifications</p> <ul> <li>Experience in a leadership or supervisory role within an IT support team. </li><li>ITIL Foundation certification or similar IT service management training. </li><li>Familiarity with remote support tools and asset management processes. </li></ul>