Job Description

General Information:

The IT Help Desk at James Madison University is accepting applications for Customer Support Team Lead. This position leads and participates in the daily activities of the Customer Support Specialist (CSS) team of the IT Help Desk. Consisting of full-time and part-time staff, this position is dedicated to directly interacting and supporting applicants, students, faculty, staff, affiliates, and alumni of James Madison University and efficiently and effectively resolving their technical issues.



Duties and Responsibilities:

- Serves as the primary contact for the CSS within IT for technical questions, upcoming business process changes, notifications of service or maintenance changes, communication dissemination, etc.
- Owns support incidents to completion and ensures proper ticket routing, prioritization, and timely closure.
- Monitors day-to-day operations and customer interactions (phone, email, front desk, etc.), providing support when needed.
- Identifies frequent requests or trends and communicates them to management, suggesting solutions as applicable
- Hires full-time and part-time team members, mentors staff, conducts evaluations of staff and and promotes training opportunities.
- Monitors key performance indicators and other metrics and adjusts operations as needed
- Reports to management regarding ticket volume, customer feedback, KPI, etc. to demonstrate team effectiveness
- Coordinates with University partners to schedule operating hours and adequate staffing levels
- Promotes service management best practices and knowledge base development within IT
- Develops, publishes, reviews, and maintains technical documentation (self-help resources, FAQs, etc.) for IT, JMU, and the public
- Other duties as assigned



Qualifications:

- Demonstrates advanced problem-solving and troubleshooting abilities
- Extensive experience with Windows and MacOS operating systems and related endpoints
- Extensive experience Microsoft 365 including Teams, SharePoint, and OneDrive
- Understanding of identity and access management systems (such as Okta)
- Understanding of wired and wireless networking and authentication
- Experience with a broad variety of desktop applications and web-based services
- Ability to analyze and report data using a variety of tools
- Experience using an IT service management or similar ticketing system
- Proven ability to lead and mentor others (peers or subordinates)
- Ability to handle stress and maintain professionalism and courteousness
- Strong interpersonal and customer service skills including listening, writing, and speaking ability
- Self-starter with ability to balance multiple priorities.
- Ability to operate independently and without supervision and with assigned teams to accomplish organizational goals
- Strong organizational and planning ability
- Ability to explain technical procedures and ideas to non-technical audiences.



Additional Posting Information:





Conditions of Employment:

Employment is contingent upon the successful completion of a criminal background check.

E-Verify Notice: After accepting employment, new hires are required to complete an I-9 form and present documentation of their identity and eligibility to work in the United States. James Madison University uses the E-Verify system to confirm identity and work authorization.