Team Lead - Desktop Support
Posted
Summary
Leads Columbia Southern University's desktop support team in Orange Beach, AL — handling staff scheduling, timekeeping, and ticket oversight while stepping in on escalated hardware, software, and network issues. Core skills: PC/Mac repair, operating systems, basic networking, and troubleshooting; A+/Network+ certifications are a plus.
Columbia Southern University
Job Description
Job Title: Team Lead - Desktop Support
Department: Technical Support
Reports to: Director
FLSA Status: Hourly, Non-Exempt
Hours: Monday through Thursday 8:00 AM to 5:00 PM and Friday 8:00 AM to 3:00 PM (extended hours when requested)
Location: Orange Beach, AL
Job Summary
The Team Lead for Desktop Support is responsible for the oversight of the team, to include scheduling and timekeeping duties for staff, as well as oversight of tickets assigned to the team.
Essential Job Tasks Additional duties may be assigned.
- Enhances and maintains the performance of all new and existing hardware and software applications across the organization by guiding a team of technician in performing hands-on fixes at the desktop level to ensure that end-users are receiving consistent, appropriate and timely assistance.
- Responsible for timekeeping duties for the Desktop Support team, including managing time off requests and staffing levels.
- Provides feedback to Assistant Director of Technical Support by recommending changes to improve processes, procedures and services to ensure access, functionality and continuity of IT systems.
- Reports team effectiveness and identifies performance and/or employee relations issues by communicating concerns to their manager to be addressed appropriately.
- Responds to escalated technical incidents by serving as a point of accountability to resolve complex issues and share expertise.
- Promotes, maintains, and enhances workplace culture within the Technical Support department and the university.
Qualifications
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.
Knowledge, Skills, & Abilities
- Technical Knowledge – Knowledge of desktop hardware, operating systems, software applications, and basic network connectivity to support troubleshooting and issue resolution.
- Customer Service – Knowledge and application of CSU’s Exceptional Service model to promote responsive, professional, and consistent customer support.
- Problem Solving – Skill in using active listening, logic, and a systematic troubleshooting approach to identify technical issues and develop effective solutions.
- Research – Skill in researching technical issues, evaluating available information, and applying findings to new or unfamiliar situations.
- Interpersonal Communication – Skill in asking open-ended questions, listening actively, and explaining technical information in language appropriate to each user’s level of understanding.
- Workload Management – Skill in prioritizing, coordinating, and monitoring individual and team assignments based on organizational needs, urgency, and available resources.
- Team Leadership – Ability to guide daily support activities, provide technical direction, coach team members, and promote consistent service delivery.
- Reading Comprehension – Ability to interpret technical documentation, policies, procedures, and written instructions and apply them accurately.
- Written Communication – Ability to prepare clear, accurate support documentation, routine reports, correspondence, and instructions.
- Attention to Detail – Ability to maintain accuracy, monitor multiple support needs, and remain focused in a fast-paced environment.
Education & Experience
- High school diploma or the equivalent is required, and at least two years of previous technical support skills and experience for this position at CSU or elsewhere preferred.
- A+, Network +, or other certifications a plus, but not required.
- Proficient knowledge in the areas of pc/mac repair, operating systems, basic networking, and troubleshooting skills preferred.
Equipment Used
- Office equipment including computers, telephones, printers, faxes, and copiers.
- Software used includes Microsoft Word, Excel, Outlook, Blackboard, and internal database software.
Work Environment
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may
be made to enable individuals with disabilities to perform the essential functions. The environment is climate-controlled within a cubicle setting, mostly sedentary with frequent sitting, occasional walking and lifting, and frequent near vision use for reading and computer use. The noise level is generally moderate.
be made to enable individuals with disabilities to perform the essential functions. The environment is climate-controlled within a cubicle setting, mostly sedentary with frequent sitting, occasional walking and lifting, and frequent near vision use for reading and computer use. The noise level is generally moderate.
Supervisory Responsibilities
There are no supervisory responsibilities for this position.
Pay Transparency Statement
In accordance with applicable state and local pay transparency laws, applicants who reside in a jurisdiction with designated pay transparency requirements and for whom this position is available on a remote basis may be entitled to receive additional information regarding the compensation range and benefits associated with this role. Such information will be provided upon request, as required by law. Please contact CSU-Recruiting@columbiasouthern.edu.