Team Lead - HelpDesk Support
Posted
Summary
Leads the HelpDesk Support team at Columbia Southern University in Orange Beach, AL: manages staff scheduling and timekeeping, oversees ticket quality, coordinates with an after-hours third-party support provider, and resolves escalated technical issues. Core focus on PC/Mac support, basic networking, troubleshooting, and tools like Microsoft Office and Blackboard.
Columbia Southern University
Job Description
Job Title: Team Lead - HelpDesk 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 HelpDesk 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.
- Responsible for staff scheduling and timekeeping duties for the HelpDesk Support team, including managing time off requests and ensuring appropriate staffing levels.
- Ensures tickets are created for every contact and that each ticket is correctly categorized.
- Communicates regularly with our third party, after-hours, technical support provider, and reviews their call performance to ensure our students’ calls are handled appropriately.
- 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
- Knowledge of desktop hardware, PC and Mac operating systems, software applications, basic network connectivity, and technical troubleshooting methods.
- Knowledge of customer service principles and the ability to model and promote CSU’s Exceptional Service standards.
- Skill in coordinating staff schedules, reviewing timekeeping records, managing time-off requests, and maintaining appropriate HelpDesk coverage.
- Skill in monitoring ticket activity to ensure all support contacts are documented, accurately categorized, prioritized, and addressed promptly.
- Skill in troubleshooting escalated technical issues using logical analysis, research, and sound judgment to identify and implement effective resolutions.
- Skill in communicating technical information clearly to individuals with varying levels of technical knowledge through active listening, effective questioning, and professional written communication.
- Ability to coordinate with third-party support providers, review call performance, and communicate service concerns to support consistent, quality assistance.
- Ability to assess team effectiveness, identify process improvements and performance or employee relations concerns, and communicate findings and recommendations to management.
- Ability to interpret technical documentation, apply procedures, and prepare accurate support records, reports, and correspondence.
- Ability to lead by example, share technical expertise, foster collaboration and a positive workplace culture, and manage competing priorities while maintaining attention to detail.
Education & Experience
- High school diploma or 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.