Job No. 155106
- Job Title:
- IT Support Specialist/Helpdesk Team Lead - IT
- Employer:
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University of Kansas Main Campus
- Location:
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Lawrence , KS
- Posting Date:
- 10-Mar-2025
- Description:
-
Position Overview
The IT Helpdesk Team Lead position in the KU Information Technology Customer Service Center (CSC) works as a Team Lead responsible for supervising, training, and mentoring student representatives as well as actively participating in receiving, prioritizing, documenting, and resolving customer issues and requests. The successful candidate will utilize a broad range of technical skills and knowledge as well as highly developed customer service and communication skills to troubleshoot and resolve questions surrounding IT and desktop services/applications. Customer contact includes phone, email, chat, and less frequent in-person interactions serving faculty, staff, and students. Internally, this position interacts frequently with Tier 2 and Tier 3 technical staff to collaborate on issues and resolution.
In addition to customer interaction and Team Lead duties, this position works closely with the IT Customer Service Center (CSC) Manager to develop and maintain high quality written technical documentation for the IT knowledgebase and ticketing system.
KU is not able to provide H-1B sponsorship for this position.
Job Description
50% - Student Training & Quality Assurance
Train, mentor, and oversee new student employees through the IT Helpdesk training program.
Provide new student employees with feedback regarding quality of work and observations made regarding ticket handling, process and procedure execution.
Ensure student employees meet baseline expectations when exiting training.
Provide leadership with updates on individual student’s progression through training.
Act as a liaison between student employees and CSC Helpdesk training creator(s).
Identify and communicate areas that need additional information or where instruction needs to be clarified, as well as competency areas that students struggle with.
Work with helpdesk leadership and Helpdesk training creator(s) regarding upcoming projects and services to ensure helpdesk staff is properly trained for current and future needs within the support model.
Monitor phone, chat, email, and other forms of communications and interactions to ensure baseline department standards, policies, and procedures are being met.
Coach student employees to proficiency in technical troubleshooting and customer service skills.
Develop & participate in staff meetings, training opportunities, and other projects internal to KU IT.
Schedule and develop content for monthly mandatory meetings and at least 1 weekend training yearly (1 - 4 hour Saturday training).
25 % - Administrative Tasks
Conduct student interviews, coaching, and corrective actions.
Weekly schedule creation and attendance tracking.
Monthly quality assurance review of calls & tickets for trainees.
20 % - Call Center Duties
Monitor call queues and student availability to ensure call center metrics and quality benchmarks are being met.
Serve as a point of resolution for call escalations on a case-by-case basis.
Assist with inbound calls as needed during times of higher-than-normal call volume in a call center specialist capacity:
Process, troubleshoot and resolve Tier 1 technical issues using critical and logical thinking to achieve a resolution satisfactory to the customers’ needs and departmental policies, using both internal and external resources for assistance.
Develop team rapport, demonstrating proficiency in KU and KU IT policies, processes, and procedures.
Document all customer interactions in the IT ticketing system, utilizing technical knowledge to confirm and gather data.
Provide a positive, consistent, experience to each user in the Jayhawk Community.
Create and promote a fun and enjoyable work environment for all team members.
Will learn and adjust to a rapidly changing technology environment.
5% - Other Duties as Assigned
Required Qualifications
High School Diploma / GED and one (1) year of relevant experience.
One (1) year of recent experience supporting Windows and Microsoft Office applications, including email support.
Two (2) years of recent experience working in a team-focused environment.
Good written communication skills as evidenced in application materials.
- Contact information:
- University of Kansas Main Campus
- Lawrence, KS 66045
- United States
- Employer's Website:
-
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