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IT Support Team Lead

Apply now Job no: 501509
Work type: Full Time Administrative
Location: Columbus, IN
Categories: Information Technology

General Description of Position: Under the direction of the service area’s Director of IT Operations, the IT Support Team Lead will provide leadership support and direction of the daily activities of the local IT Support Team. The position oversees, delegates, and participates in the diverse job tasks of the IT Support Team including but not limited to; support of general hardware and software, printers, projectors, document cameras, scanners, and related IT equipment; Assists staff, faculty, and students with the operation of classroom IT and instructional equipment. Position may also perform network and server related support for requests or projects as needed in cooperation with the IT System Administrator and/or IT Network Administrator. Conducts all activities with an appreciation and respect for diversity of people, styles, and views.
Major Responsibilities:

• Oversee and support all aspects of the IT Support Team
• Provide technical and user support and guidance in a positive and cooperative manner, exhibiting friendly, professional appearance and demeanor at all times, while ensuring staff does the same
• Direct, track, delegate, and review IT Helpdesk tickets to ensure that they are resolved in a timely manner and within the Service Level Agreement (SLA)
• Review individual IT Helpdesk tickets of team members to assure that problems are resolved accurately, on time, and the communication documented within tickets is complete and respectful
• Provide coaching to correct IT Helpdesk ticket behavior that falls out of compliance, and communicate directly with customer to promote excellent customer service standards
• Facilitate assistance from statewide teams or supervisor as needed to escalate an IT Helpdesk ticket when it falls outside the scope of the IT Support Team
• Assist IT Support Team by participating in resolving IT Helpdesk tickets as needed
• Under the direction of the Director of IT Operations, develop troubleshooting guides and guidelines for resolving problems that will benefit others
• As assigned by the Director of IT Operations, oversee team assignments of operating system, software, and printer deployments, assist with software inventory needs as requested, all following the guidelines of the IT System Administrator
• As assigned by the Director of IT Operations, oversee and perform network related tasks, assist with hardware inventory needs as requested, all following the guidelines of the IT Network Administrator
• Manage, track, and provide status updates on IT Support related projects as assigned by the Director of IT Operations in a timely manner
• Create regular equipment cleaning and maintenance schedules, ensure they are followed, and incorporate preventative measures to reduce downtime
• Assist with performance evaluations of all subordinates under the direction of Director of IT Operations
• Provide input regarding budget needs of department to Director of IT Operations
• Seeks ways to improve operational efficiency, personal technical skills, and customer service skills of department
• Share responsibility of physical and data security for lab equipment and software. Help identify network security vulnerabilities
• Participate in one or more statewide teams as needed

Minimum Qualifications: Bachelor’s degree in IT related field is required with one to three years’ work related experience or an associate degree along with three to five years’ related work experience.
Preferred Qualifications:  
Other Requirements:

• Excellent customer service, organizational and leadership skills
• Must have excellent written, oral, interpersonal, and communication skills and be able to provide service over the phone, through email or in person
• Ability to lead, encourage, and influence others to perform
• Ability to manage projects and objectives, meet deadlines, and track them continuously under minimal supervision
• Understand the enterprise interrelation of IT components, wired and wireless networks, VoIP, Active Directory, LDAP, information security, familiarity with advanced desktop management tools, and advanced IT trouble-shooting skills. Ability to improve efficiency by automating tasks
• Must be able to maintain professional relationships with peers, superiors, and subordinates
• Ability to use discretion and confidentiality with access to sensitive data and local administrative access to all desktop equipment and data in the environment for the purpose of support
• Ability to stay calm in stressful situations, especially when dealing with demanding customers and/or upper management
• Ability to handle multiple competing priorities
• Strong ability to create and maintain documentation
• Must show initiative in all activities
• Must be willing to seek and undertake additional training and/or earn industry standard certifications as needed
• Must be physically capable of climbing ladders and lifting up to 30 pounds repeatedly
• Must be willing to work nights and weekends as needed
• Must be willing to travel as necessary
Desired
• Experience in a higher education environment is highly desirable

Work Hours:  
Hiring Range:  
Team Ivy Referral:  
Special Instructions to Applicants:  

 

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