Team Lead, Technical Services

Overview

Reporting to the Director, Training and Technology Services, the Technology Services Lead is a member of the Data Strategy & Innovation (DS&I) team. DS&I is dedicated to housing, managing, analyzing and disseminating information and data to inform Advancement Office strategy; fostering strong relationships with alumni, donors, volunteers and campus partners; and promoting effective integration.

The Technology Services Lead will oversee the day-to-day operations of the Help Desk Support team within the DS&I unit, ensuring timely and effective resolution of technical issues and providing clear vision, direction, and prioritization of resources to support business needs. Working collaboratively, the Technology Services Lead will deliver exceptional support to Advancement staff and will be responsible for providing technical leadership in planning, designing, implementing, and maintaining computer systems and hardware solutions for the Office of Advancement.

Responsibilities

Team Lead Responsibilities:

• Oversee the day-to-day operations (including the prioritization and delegation of tasks and initiatives) of the Technical Support team responsible for resolving technical requests for staff at 100 Overlook Center, Maclean House, and 36 University Place (TigerCall).
• Act as a mentor and provide oversight, coaching, and training to technical support staff.
• Serve as the point of contact for technical escalations.
• Review (and, where applicable create) all technical support related processes and documentation for continuous improvement and troubleshooting.
• Monitor ticket queues and ensure technical service tickets are being followed up in a timely manner, in accordance with established SLAs.
• Drive customer satisfaction and success of the Technical Support team by ensuring all requests and issues are resolved in a prompt and professional manner.
• Serve as technical lead for key initiatives/projects, including but not limited to Reunions, TAGD and the end of year close process.
• Coordinate cross-training efforts for the technical support technicians to ensure full coverage during all scheduled coverage hours.
• Contribute knowledge and expertise to help guide decision making.

Technical Management:

• Provide computing support for the Office of Advancement, including the installation, configuration and troubleshooting of a variety of business applications and servers (including initial server setup request, installation and deployment of applications, and maintenance of all associated hardware and software) in support of business processing requirements.
• Evaluate solutions, identify opportunities for improved efficiencies and effectiveness and establish technical roll-out plans in support of Advancement’s strategic initiatives.
• Develop and manage best practice processes and procedures for the management of the technologies and platforms, including identification of measures and metrics to establish baselines and identify improvement opportunities.
• Guarantee servers are available and functioning at optimal levels; monitor system performance and security; ensure all software installations, patches and upgrades to operating systems and software packages are performed.
• Collaborate with OIT/ISO to review vulnerability scan results across all networked devices, systems, and applications. Assess, assign and prioritize remediation efforts based on the severity and potential impact of the identified vulnerabilities.
• Evaluate access requests, permissions, and management of access groups in Grouper and the Logitech Sync portal.
• Actively participate in the University’s SCAD/DCS program and attend regular meetings.

Vendor Management and Customer Service:

• Assess computing and hardware requirements of Advancement staff, forecast needs and oversees procurement of equipment, asset and inventory management, and related controls.
• Partner cross-functionally to assess and remedy the University's adherence to PCI requirements.
• Lead communications between the Office of Advancement and OIT on matters related to network and hardware operations and security.
• Establish and maintain a high level of customer trust and confidence with strong knowledge and understanding of business needs.
• Independently manage and provide guidance for infrastructure initiatives.
• Manage relationships with / account access requests for vendors for software and/or hardware-related issues and requests.
• Direct ongoing work focused on continuous process and structure improvements to achieve maximum cost savings and performance efficiency.

Other Responsibilities:

• Undertake special