Technology Support Specialist Team Lead

The Technology Support Specialist Team Lead will head a unit of Technology Support Specialists to provide direct support for the University’s endpoints. This position is both a technical and front facing support role focusing on an empathic approach to customer service, timely responsiveness, and technical expertise that requires coaching, mentoring, and performance management of the team. Responsibilities as a leader will include operational supervision of the unit, support in annual performance reviews, and coordination within the larger team/IT to best serve end users.

This position will report directly to the Associate Director for IT Support Services and work closely with the Service Desk Manager and Endpoint Manager in support of complex issues related to the larger team/IT while acting as a primary point of technical escalation for Endpoints and Client Services. This individual, in conjunction with the Endpoint Manager, also plans at a tactical level to execute effective hardware and software support across the campus including: computer lab imaging/deployments, faculty and staff machines, campus computer refresh, virtual desktop infrastructure (VDI), and hardware/software purchasing and licensing.

The duties of this position can be summarized as follows:

1. Manage the day to day operations of the team including: installation of new computer systems, peripheral support, software support, technology testing, trouble tickets, coaching when necessary, and other emergent situations as applicable to the position.
2. Lead and organize the campus computer refresh deployment.
3. Support a variety of operating systems including Windows 10 and 11, the three most recent MacOS, Android, and iOS.
4. Test new technology and software for compatibility within the university environment.
5. Negotiate with software and hardware vendors to best meet the needs of the University. Develop a system that monitors and tracks software licensing and vendor agreements.
6. Manage, respond to, and assign SolarWinds trouble tickets individually and to the team in a timely and professional manner. Provide data supporting the team’s performance in relation to industry standards upon request.
7. Collaborate with the Endpoint Manager to leverage technology for modern management of endpoints and applications to include, but not limited to: configuring and testing zero-touch OS and application deployments, automation of endpoint configuration and management (ex: incoming/outgoing employees), managed applications’ updates/deployments, VDI applications stacks, and managed/automated OS update packages.
8. Manage the disposal of recyclable university computer equipment with the use of outside vendors.
9. Manage the Campus Printing Station (CPS) program including day to day operations and purchasing.
10. Support, manage, and provide training/documentation for widely used technology tools such as the M365 Suite.
11. Be able to lift a minimum of 50 lbs. and some responsibilities require crawling around under office furniture in order to install equipment.
12. Occasional after hours and on-call duties, as well as other duties as assigned, may be required.

The above description is intended to be suggestive of scope and not an exhaustive list of all the tasks associated with the position of Technology Support Specialist Team Lead.

Required Qualifications:

• Relevant Bachelor's degree with one year of experience, relevant Associate’s degree with three years of experience, or five years of relevant experience.
• Demonstrated success in managing the day to day IT operations of a department, college, business, etc.
• Proven ability to build effective relationships with colleagues, end users, and within a team.
• Prior experience using or managing IT Asset Management Software. 
• Prior experience using IT Ticket Management Software. 
• Proven ability to support a variety of operating systems including Windows 10 and 11, the three most recent MacOS, Android, and iOS.
• Demonstrated ability to articulate processes, provide documentation, and develop training materials.
• Demonstrated ability to functionally repair and replace hardware within an Apple and PC based environment.
• Fluency in navigating the web and using various web-based tools for productive working, learning, collaborating, and researching.
• Evidence of maintaining confidentiality of private data and upholding information security policies.
• Evidence of being a proactive, collaborative problem-solver, and team member.
• Evidence of taking project ownership and working independently to achieve expected goals or objectives.
• Ability to lift a minimum of 50 lbs. and some responsibilities require crawling around under office fu