Role Snapshot
Lead a desktop support team providing technical leadership and hands-on support for university IT services across workstations, laptops, mobile devices, and cloud services. Oversee incident management, VIP escalations, and cross-functional projects while delivering exceptional customer service to faculty and staff.
Key Responsibilities: Manage and supervise technical support staff, handle incident management and executive escalations, oversee asset and inventory control, and lead cross-functional IT projects. Ensure timely resolution of technical issues, maintain service-level metrics, and drive continuous learning and operational performance within the department.
Skills & Tools: Proficiency in desktop support technologies including Windows/Mac workstations, mobile device management, virtual desktops, cloud services, and multi-function printers. Strong leadership, customer service, technical documentation, and ability to manage VIP escalations with excellent communication and relationship-building skills.
Qualifications: Bachelor's degree in IT, Computer Science, or related field preferred, with 5+ years of desktop support experience and 2+ years of supervisory or team lead experience. Knowledge of IT service management, asset management systems, and university IT environments highly desirable.
Location: In-Person
Compensation: $65K–$85K/yr (estimated)
Job Description
Supervise and lead desktop support operations by managing a team of technical staff and providing hands-on technical leadership for university-managed IT services, including networked and standalone workstations, laptops, mobile devices, virtual desktops, cloud services, printers, and client- and server-side applications. Oversee incident management within your department, VIP and executive escalations, asset and inventory control, and cross-functional IT projects, ensuring timely resolution and minimal disruption to operations. Deliver exceptional technical and customer service to faculty and staff by building trusted relationships, maintaining thorough documentation, consistently following through on commitments, driving continuous learning within the team, and achieving reliable service-level and operational performance metrics.