Customer Support Team Lead - IT

About the role

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.

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 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 with 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.

Benefits

We offer a comprehensive benefits package designed to support your professional journey and personal wellbeing, including:

• Generous Leave: Enjoy paid vacation, sick leave, parental leave, community service leave, and 19 paid holidays annually.
• Comprehensive Health Coverage: Access high-quality health insurance options that fit your needs.
• Retirement Options: Plan for your future with retirement benefits through the Virginia Retirement System.
• Employee Well-Being: Our Balanced Dukes program promotes wellness and work-life integration through resources, events, and support.
• Tuition Waiver Program: Advance your education with our tuition waiver program for undergraduate and graduate courses taken at JMU.

Pay

Pay Band: 4, Pay Rate: Maximum Starting $58,000.