The IT Service Desk Team Lead provides strategic leadership and organizational support, collaborating with the IT Service Manager to oversee day-to-day operations during evening and weekend hours. This position plays a key role in managing a team of permanent and student technicians who deliver extensive and intricate hardware and software support to faculty, staff, and students across the College of Charleston campus. Additionally, the Team Lead provides expert-level, hands-on support for hardware and software issues as required.

A bachelor’s degree and relevant experience are required. Alternatively, relevant experience may substitute for the degree on a year-for-year basis. Preferred qualifications include certifications in Dell and Mac systems. Candidates with an equivalent combination of experience and/or education are encouraged to apply.

Exceptional written and verbal communication skills are essential. A thorough understanding of contact center-based support and ticketing systems within a team environment is required. The ability to analyze data and develop solutions for complex computing issues is also necessary. Prior supervisory experience is preferred.

This position requires availability for evening and weekend hours (Tuesday – Saturday 2:00 pm – 10:00 pm). The employee must be willing to work during these times and participate in on-call support after hours. Occasional travel may also be required.

Please complete the application to include all current and previous work history and education. A resume will not be accepted nor reviewed to determine if an applicant has met the qualifications for the position.

*Salary is commensurate with education/experience which exceeds the minimum requirements.

Offers of employment are contingent upon a successful background check.

All applications must be submitted online https://jobs.cofc.edu.

The College of Charleston is an equal opportunity employer and does not discriminate against any individual or group on the basis of sex, gender (including gender identity and/or expression), pregnancy, race, religion, color, national origin, age, disability, military or veteran status, sexual orientation, genetic information, and other classifications protected by applicable federal, state, and local laws. For more information, please visit eop.cofc.edu.

Diagnoses and resolves intricate technical issues involving PCs, Apple computers, printers, scanners, and other peripherals with a high level of quality and efficiency. Delivers first-line IT Service Desk support via telephone, email, and chat, addressing client inquiries and issues. Identifies opportunities for improvement within the IT ticketing system to enhance service efficiency and client satisfaction. Ensures comprehensive documentation and follow-up for all support activities. Installs and configures client software as needed. Oversees online activities related to distance learning and provides support for the College’s Learning Management System. Manages and resolves issues related to client connectivity with the College VPN.

Oversees the daily operations of IT Service Desk technicians and student technicians, providing hands-on management and guidance. Coaches technicians on best practices in customer service to enhance client interactions. Monitors service performance to ensure adherence to service level goals, aiming to meet or exceed client expectations. Maintains rigorous standards for documentation and follow-up by all technicians. Develops and updates training materials for IT Service Desk staff. Keeps the IT Service Desk Manager and/or daytime IT Service Desk Team Lead informed of ongoing issues and operational changes. Collaborates with the IT Service Desk Manager to address coverage, scheduling, and personnel concerns.

Reviews, refines, and recommends topics for the Knowledge Base to ensure comprehensive and up-to-date documentation. Ensures all documentation is current. Ensures submission and follow through by IT Service Desk technicians for new Knowledge Base articles. Collaborates with the Knowledge Base team to develop and create new articles for use by IT Service Desk staff and clients.

Consults with users regarding upgrades and migrations to newer software versions. Conducts research on computer operating systems and application software. Works on projects focused on integrating new technologies, serving as a team member for these initiatives. Offers consultation and technical expertise to campus users on emerging technologies and provides strategic input on the future direction of campus software and computing systems.

Supports virus software on campus computers and assists users with recovery from viruses. Assists with support and connections to campus domain and servers.