• IT Service Desk Lead

    University of North Carolina at Charlotte (Charlotte, NC)


    Position Number: 008051

     

    Department: Office of OneIT (Adm)

     

    Employment Type: Permanent - Full-time

     

    Months Per Year: 12

    Essential Duties and Responsibilities:

    + Manage the Service Desk student technician staff of approx. 30 students annually, including recruitment, training, scheduling, coaching, discipline, and timesheet approvals.

    + Manage student employment budget for the Service Desk; consult with Service Desk Manager on technician salaries and raises.

    + Manage and supervise students working at the Call Center location, providing guidance on phone calls, remote access, portal and chatbot.

    + Manage the day-to-day operations of the IT Walk-Up Centers which may be staffed by students and/or full-time staff and includes evening and weekend hours.

    + Train, coach, and manage ~5 senior student technicians who help supervise the student staff during extended night and weekend hours.

    + Develop solutions and form ad hoc work groups to analyze problems and communicate solutions effectively.

    + Able to organize and lead complex and/or detailed technical procedures.

    + Lead TeamDynamix incidents and requests to resolution.

    + Partner with other OneIT teams to perform root cause analysis on chronic issues.

    + Lead technical change implementations.

    + Assist the Service Desk Manager with full-time staff deliverables.

    + Manage full-time staff in the absence of the Service Desk Manager.

    Minimum Experience / Education:

    Required Minimum Qualifications:

    Associate’s degree in Computer Information Technology, computer Technology Integration, Networking Technology, or related area and three years of experience in the information technology field related to the position’s role; or Bachelor’s degree from an appropriately accredited institution and two years experience in the information technology field related to the position’s role; or Bachelor’s degree in computer science, computer engineering, math or engineering or related technical degree from an appropriately accredited institution; or an equivalent combination of education and experience.

    University Preferred Qualifications:

    Graduation from a four-year college or university and two and one-half years of experience in the information technology field related to the position’s role; or graduation from a two-year technical college with a major in computer science, information technology, and two and one-half years of information technology experience. Related information technology experience may be substituted on a year-for-year basis for the required education.

    Preferred Education Skills and Experience:

    + Experience managing student workers

    + Experience with TeamDynamix

    + Previous Service Desk experience preferably with OneIT