Service Desk Team Lead

Jul 20, 2017
Administrative Jobs
Technology, IT Support & Training
Institution Type
Four-Year Institution

Stanford University

Service Desk Team Lead

Job Number:

Information Resources and Technology (IRT) provides information technology and informatics services in support of the Stanford School of Medicine's (SSOM) clinical, research and educational missions. IRT's services include software development, web services, business intelligence, educational technology, data center, data security, IT support and clinical informatics.
We are re-engineering IT support at the Stanford School of Medicine and seeking a Service Desk Team Lead to provide outstanding service to our users and team members. The Service Desk Team Lead will be a member of our IT Support leadership team and act as a lead within the IRT Service Desk providing technical support to end-users across the School of Medicine for computer hardware, software, and network related issues in a complex environment. The IT Support team provides Tier 1, 2, and 3 support for desktops, laptops, and mobile devices used by the SSOM's faculty, staff, students and affiliates to resolve issues involving security, communication, collaboration, and productivity applications.
Under the guidance and management of a Service Desk Manager, the Service Desk Team Lead will coordinate the daily activities of up to 15 tier 1 and 2 IT service desk staff; manage phone and chat queues, manage support coverage calendars; orient, train, and mentor staff; address intra-team conflicts; monitor incident management queue(s); address client escalation issues; interface with desktop support and escalation teams; and interface with high-profile clients as needed.
Duties include:
  • Act as technical expert in a computing support/contact center environment. Take escalated issues and resolve or refer to specialized expert as needed.
  • Lead activities of desktop staff to diagnose and resolve client problems; guide computing support staff on diagnosis of potential problems and resolutions.
  • Lead projects requiring technical expertise and creativity in analysis and deployment of technology.
  • Ensure team meets client service metrics. Monitor and report on all phases of computing support are coordinated, logged, tracked, and resolved appropriately. May establish service level agreements with clients.
  • Provide input on process improvements and contribute to the technology road map for the strategic plan.
  • May perform metrics trend analysis and reporting; guiding resultant process improvement.
  • Contribute to the development, communication and implementation of policies, procedures, best practices, recommendations, and guidelines for standards.
  • Provide technical guidance and training; may guide other staff.
* - Other duties may also be assigned DESIRED QUALIFICATIONS:
  • Demonstrated customer relationship skills, consensus building skills, and ability to establish effective working relationships in a diverse and distributed organization; flexible in adapting to clients' changing needs.
  • Ability to work independently and exercise sound judgment in leading the activities of a technical team.
  • Generalist knowledge in various IT areas, such as help desk or contact centers, networking, desktop support, and security, and methods used in those areas.
  • Knowledge of best practices in delivering IT support services.
  • Prior experience with data security tools, issues, and best practices.
  • Demonstrated ability to manage projects from start to finish.
  • 5 years of IT-related work in an academic environment—ideally in a medical research environment.
  • Experience in the Stanford University / Stanford Medicine computing environment and a demonstrated ability to recommend and implement appropriate solutions
  • Bachelor's degree

Two-year college degree and five years of relevant experience or a combination of education and relevant experience.

  • Ability to plan effectively and to manage/supervise projects and work queues.
  • Ability to provide excellent client service.
  • Ability to lead projects requiring technical expertise and creativity in analysis and deployment of technology.
  • Must have advances level expertise diagnostic techniques for problem troubleshooting.
  • Excellent oral and written communication skills, with the ability to communicate complex technical issues to non-technical users.
  • Ability to apply information technology best practices, including security (this includes information security or physical security, such as asset management) to problem resolution and troubleshooting.

  • Constantly perform desk-based computer tasks.
  • Frequently sitting, use a telephone, grasp lightly/fine manipulation, bending, lifting, standing, and carrying equipment.
  • Occasionally lift/carry/push/pull objects that weigh 21-40 pounds.
  • Rarely kneel/crawl, climb (ladders, scaffolds, or other), writing by hand, sort/file paperwork or parts, grasp forcefully.
* - Consistent with its obligations under the law, the University will provide reasonable accommodation to any employee with a disability who requires accommodation to perform the essential functions of his or her job.

May require extended hours and weekends, on-call rotation

  • Interpersonal Skills: Demonstrates the ability to work well with Stanford colleagues and clients and with external organizations.
  • Promote Culture of Safety: Demonstrates commitment to personal responsibility and value for safety; communicates safety concerns; uses and promotes safe behaviors based on training and lessons learned.
  • Subject to and expected to comply with all applicable University policies and procedures, including but not limited to the personnel policies and other policies found in the University's Administrative Guide,

Job: Information Technology Services

Location: School of Medicine
Schedule: Full-time
Classification Level:

To be considered for this position please visit our web site and apply on line at the following link:

Stanford is an equal opportunity employer and all qualified applicants will receive consideration without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other characteristic protected by law.


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