IT Help Desk Team Lead

Department: Information Technology

No. of Positions: 1

Location/Division: Lawrence

FTE: 1.0

FLSA Status: Nonexempt

Employee Class: U-Unclassified Professional Staff

Job Family
Information Technology-KUL

Position Overview
This position in the KU Information Technology Customer Service Center 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.

Job Description
60% - Process, troubleshoot and resolve Tier 1 technical issues

• Answers phone, email, online and less frequent in-person requests for assistance and service from KU Information Technology.
• Thoroughly documents issues in the IT ticketing system utilizing technical knowledge to confirm and gather data.
• Begins rapid progress towards resolution including technical troubleshooting, diagnostics, and discovery techniques and, when necessary, communicates with Tier 2/3 technical staff and/or Major Incident Manager for escalation.
• Utilizes IT knowledgebase to assist customers.
• Actively monitors change request status and known system/service issues to inform users and assist in technical resolution.

20% - Creates technical documentation for the IT Knowledgebase and actively participates in process/service quality improvement measures

• Monitors help desk tickets on a daily basis to ensure customer resolution and track technical trends in the organization
• Based on ticket resolution data and technical knowledge, creates/edits/enhances documentation in the IT Knowledgebase to serve as both help desk reference and Tier 0 support for users
• Collaborates with Tier 2 and 3 staff to further enhance technical documentation and training materials for staff.
• Utilizes ticketing system reports and knowledgebase usage patterns to determine top issues and ensure thorough documentation and training for users and other staff
• Assists in defining or improving technical service policies and Help Desk workflow procedures

15% - Provides supervision, training, and mentoring to CSC student staff including performance and quality service monitoring

• Works closely with IT CSC Manager to hire, supervise and train student staff in both technical and customer service aspects
• Creates and updates training programs relevant to staff
• Provides continuous feedback to employees, performance reviews, and mentoring to ensure a high level of customer service skill and increasing technical competence

5% - Meetings and other duties as assigned
Attend and participate in staff meetings, training opportunities, project team meetings, and other meetings as assigned.

Required Qualifications

• High School Diploma and one year of relevant experience.
• One year recent experience supporting Windows and Microsoft Office applications.
• One year recent experience supporting Email Clients. (Outlook, Thunderbird, Etc...)
• Two years recent experience working in a team environment to recommend, implement or deliver services.

NOTE: Recent experience is considered related experience within the past 1-3 years.

Security Profile:

• This position shares in responsibility for information security by following all applicable security policies and procedures
• This position is authorized to handle sensitive or confidential data in accordance with established procedures in the performance of job duties.
• This position is authorized to provision and deprovision user accounts and access in accordance with established procedures in the performance of job duties.

Preferred Qualifications

• Experience supporting and/or using Macintosh and Linux operating systems.
• Basic understanding of ITIL and/or service management processes.
• Technical writing expertise.
• Experience with system administration, programming or closely related information technology experience.
• Previous experience with University of Kansas systems and services.
• A history of proven positive work attendance.
• Minimum two years' experience working in an environment requiring daily interaction with customers/users in a technical field, assisting with troubleshooting, provisioning service requests, and utilizing a variety of tools to assist with resolution of problems.
• Work experience that required communicating with staff and customers at all levels of technical experience.

Additional Candidate Instruction
A complete application consists of:

• A cover letter addressing how required qualifications are met.
• Resume
• 3 Professional References
• Incomplete applications will not be considered.
• Deadline for applications is Sunday, September 10th, 2017.

Contact Information to Applicants
Steve Ebeling, IT Technology Coordinator, steven.ebeling@ku.edu

Advertised Salary Range: $34,000 - $43,000

Application Review Begins: 11-Sep-2017

Disclaimer
The University of Kansas prohibits discrimination on the basis of race, color, ethnicity, religion, sex, national origin, age, ancestry, disability status as a veteran, sexual orientation, marital status, parental status, gender identity, gender expression, and genetic information in the university's programs and activities. Retaliation is also prohibited by university policy. The following persons have been designated to handle inquiries regarding the nondiscrimination policies and are the Title IX coordinators for their respective campuses: Executive Director of the Office of Institutional Opportunity & Access, IOA@ku.edu, 1246 West Campus Road, Room 153A, Lawrence, KS 66045, 785-864-6414, 711 TTY 9for the Lawrence, Edwards, Parsons, Yoder, and Topeka campuses); Director, Equal Opportunity Office, Mail Stop 7004, 4330 Shawnee Mission Parkway, Fairway, KS 66205, 913-588-8011, 711 TTY (for the Wichita, Salina, and Kansas City, Kansas medical center campuses).