Service Desk Team Lead
- Employer
- Denison University
- Location
- Granville, OH
View more categoriesView less categories
- Employment Type
- Full Time
- Institution Type
- Four-Year Institution
Job Details
Support Staff
Classification Title:Supervisory/Technical
Position Title:Service Desk Team Lead
Position Number:O00523
Pay Grade Level:CSS 11
Salary:$28.00 - $30.00 an hour
Department:Information Technology Services
Posting Number:S 121301432
Full or Part Time:Full Time
Number of Months:12
FTE:1
Work Schedule:M–F, 8 AM–5 PM. 40 hours per week. This position requires on-site presence and remote work is not available. Applicants must be able to work in-person at the university. Occasional evening and weekend work to respond to emergencies and to provide additional support.
Basic Function: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.
Essential Job Functions:- 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.
- 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.
- 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.
- 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.
- 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.
- 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.
- 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.
- 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.
- Bachelor’s degree in Information Technology or a related field, or equivalent experience.
- Minimum of 3 years of experience in an IT support role, preferably in a higher education environment.
- Strong troubleshooting skills across hardware, software, and networking environments.
- Experience with IT Service Management (ITSM) systems and best practices.
- Excellent interpersonal and communication skills, with the ability to explain technical concepts to non-technical users.
- Proven ability to prioritize tasks, manage workload, and handle multiple responsibilities in a fast-paced environment.
- Ability to mentor and support junior team members in technical and professional development.
- Experience in a leadership or supervisory role within an IT support team.
- ITIL Foundation certification or similar IT service management training.
- Familiarity with remote support tools and asset management processes.
Must be able to walk the campus, stairs/hills, and lift up to 30 lbs.
Yes
Special Instructions to Applicants:Please provide contact information for three professional references, including name, address, phone number, email address, and relationship to you. References will not be contacted without prior consent.
This position is open until filled.
The final candidate will undergo a background check as a conditional offer of employment.
Denison University EEO Statement :Denison is an equal opportunity employer. All qualified applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.
Title IX Notice: Sex discrimination is prohibited by federal law through Title IX of the Education Amendments of 1972. Denison does not discriminate on the basis of sex in the education programs or activities that it operates including admissions and employment. For Denison’s official Notice of Non-Discrimination, please visit https://denison.edu/forms/non-discrimination-notice. You can learn more about Title IX at Denison at https://denison.edu/campus/title-ix.
Job seekers who may need a reasonable accommodation to complete the application process should contact the Office of Human Resources at (740) 587-6299 or by email at HR@denison.edu.
Organization
<p> </p> <p>As one of the nation's leading liberal arts colleges, Denison offers an authentic education in the fine arts, humanities, natural sciences, and social sciences. Founded in 1831, Denison is one of the earliest colleges to be established in the old “Northwest Territory,” west of the Allegheny Mountains and north of the Ohio River. Denison is located in Granville, Ohio; 27 miles east of Columbus, the state capital.<img alt="denison_university1.jpg" src="http://www.insidehighered.com/careers/styles/medium/public/images/institution_profile/uploads/denison_university1.jpg" style="border-width: 2px; border-style: solid; margin: 5px; float: right;" typeof="foaf:Image" /></p> <p>Innovative faculty and motivated students collaborate in the pursuit of knowledge and the cultivation of independent thinking. And because Denison is a residential college, students are deeply engaged as citizens of the campus community. They learn from one another in a rigorous academic setting, but also in rich social, cultural and political environments.</p> <p>As a residential undergraduate liberal arts college, Denison is among those places that have been called “distinctively American” in their contribution to higher education worldwide. In fact, it is one of a select number of institutions that today defines the type.</p> <p>Confident in the distinction of its graduates and advantaged by unusual resources, Denison has pointedly resisted the tendency in higher education to add layers of graduate degrees, professional schools, and service functions beyond the scope of baccalaureate education of the highest order. Entering its 177th year, Denison has maintained a fully residential campus based upon the well-tested premise that learning flourishes in community.</p> <p>Denison selectively admits successful, confident, and motivated students who seek to take advantage of highly participatory learning within classroom, laboratory, and studio and who expect to learn and grow through their investment in the challenges and opportunities of college life.<br /> The college attracts matriculants from across the country and more than three dozen nations. Denison engages students with outstanding professors in small classes that encourage men and women to take a high degree of personal responsibility for learning. Students pursue a major field of study selected from 39 areas offered by 28 disciplinary departments and interdisciplinary programs in the divisions of Natural Science, Humanities, Social Science, and Fine Arts as well as complete a sequence of General Education and a personalized curriculum of electives from across the college.</p> <p><img alt="denison_university2.jpg" src="http://www.insidehighered.com/careers/styles/medium/public/images/institution_profile/uploads/denison_university2.jpg" style="border-width: 2px; border-style: solid; margin: 5px; float: left;" typeof="foaf:Image" />A Denison education is not just for a living but for a life. Denison graduates are educated to be curious, resourceful, and reflective. They are expected to begin a life of learning at Denison, not complete it. They are well prepared for the rapidly changing world of the 21st century.</p> <p>Nothing defines a Denison education more than the mutually enriching relationships that develop between students and faculty. The heart of the college is a full-time faculty of almost 200. These men and women, who hold the most advanced degrees in their fields, are selected on the basis of pedagogical and scholarly ability and are encouraged to be innovative teachers whose continuing growth in their discipline through active scholarship allows them to be among the best at their craft. They look forward to the challenge and stimulation of their students even as they seek to draw the best efforts from them. Many Denison students come to regard professors as mentors, who frequently oversee students' independent scholarly projects.</p> <p>Denison’s faculty is committed to undergraduate education. As teacher-scholar-advisers, their principal responsibility is effective teaching informed by the best scholarship. Faculty members place a priority on working closely with students, interactive learning, and partnerships with students in original research. Denison’s low student/faculty ratio allows for close supervision of independent research and collaborative work in small groups and classes.</p> <p><img alt="denison_university3.jpg" src="http://www.insidehighered.com/careers/styles/medium/public/images/institution_profile/uploads/denison_university3.jpg" style="border-width: 2px; border-style: solid; margin: 5px; float: right;" typeof="foaf:Image" /></p> <p>At Denison, men and women learn and grow in community, and the residential character of the campus is more than a convenience but a way of engaging the full student body in a shared enterprise. The college actively seeks academically superior students who bring diverse talents, interests, backgrounds, and experiences, believing that out of the classroom as well as within learning takes place by sharing, questioning, and growing together. Denison students have unusual opportunities to participate in the arts, in athletics and recreation, in service to others beyond the campus, in student organizational life, and in campus governance.</p> <p> </p>
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