Technical Support Specialist Team Lead

Job description

Overview

The Technical Support Specialist Team Lead works in Princeton University’s central IT Support and Operations Center (SOC) to provide 24x7 technical support to faculty, students, and staff. 

 

The team lead supervises the day-shift staff that provides general IT, network, and security support to the University community. As the lead, this role oversees team performance and coordinates the daily support schedule. The day team lead coordinates with the night team lead to transition active issues, tasks, and projects to the night shift. This role also works directly with campus customers to answer questions, fulfill requests, resolve incidents, and respond to security events. 

Responsibilities
  • Supervise daytime Technical Support Specialist team and provide leadership 
  • Collaborate with SOC leads and OIT managers to provide a support strategy for OIT services
  • Assist with staff scheduling, ensure day-shift support coverage, and oversee absence reporting 
  • Report on Key Performance Indicators (KPI) for improving team member efficiency and effectiveness 
  • Assign special project work among team members
  • Analyze support incidents to identify and report on campus IT trends or patterns 
  • Partner with OIT technical teams to implement technology changes
  • Serve as a backup for other team leads
  • Consult on technical issues and offer clear solutions that customers with varying technical abilities can understand
  • Troubleshoot customer IT incidents, such as account access, networked and local resources, and department-specific systems
  • Actively monitor for and respond to IT security-related events
  • Provide remote desktop support
  • Fulfill specific support and operations center service requests
  • Post and manage technology outage and alert notifications
  • Work on special projects and assignments
  • Actively seek development opportunities to advance professional and technical skills 
Qualifications
  • A minimum of 1 year of experience supervising a technology team 
  • At least 3 years of experience providing multi-platform device and network support, and 3 years of experience providing customer service 
  • Ability to provide professional customer service in a multi-tiered support environment, by phone, email, or chat 
  • A strong working knowledge of a variety of technologies, including networking, Active Directory, Exchange email, and cloud-based solutions (such as G-Suite and Office365) 
  • Excellent interpersonal skills, and written and oral communication skills 
  • Ability to multi-task and work in a fast-paced support center while maintaining attention to detail 
  • Strong analytical and problem-solving skills 
  • Flexibility to work alternate shift schedules to support busier times throughout the academic year 
  • Mastery of current business technologies and a willingness to acquire additional skills as the needs of the University community change

Preferred Qualifications

  • Previous experience working in a higher education environment 
  • Experience working within ServiceNow 
  • Experience working in a call center or help desk 

Education

  • Bachelor's degree or equivalent related experience

 

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

Salary GradeAIT, 020Standard Weekly Hours36.25Eligible for OvertimeNoBenefits EligibleYesEssential Services Personnel (see policy for detail)NoPhysical Capacity Exam RequiredYesValid Driver’s License RequiredNo

 

 

 

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Job No:
Posted: 4/19/2019
Application Due: 5/3/2019
Work Type:
Salary: