Service Desk Team Lead

About the role

The Pratt School of Engineering is seeking a Service Desk Team Lead to join their IT team. The role supports faculty, staff, and students with end-user support and helps guide day-to-day help desk operations.

Responsibilities

• Provide end-user support for faculty, staff, and students, including installation, configuration, and maintenance of hardware, software, and network connectivity for departmental and lab computing environments
• Install, support, and maintain printers, peripherals, and endpoint devices across supported areas
• Serve as Team Lead for help desk operations by coordinating daily activities, monitoring ticket queues, prioritizing workload, and ensuring adherence to service standards and response times
• Act as an escalation point for complex technical issues, providing advanced troubleshooting and resolution support
• Mentor and support team members, including assisting with onboarding, training, and skill development
• Provide first-level troubleshooting and resolution for hardware, software, and network-related issues
• Cookordinate and manage access to file storage solutions (local, centrally managed, and cloud-based)
• Develop, maintain, and deliver training materials, documentation, and knowledge base resources for users and staff
• Provide technical support and guidance for audio-visual-enabled teaching and meeting spaces, including training users on conferencing and presentation technologies
• Collaborate with IT colleagues across campus to support cross-functional initiatives and ensure alignment with broader technology strategies
• Stay informed on emerging technologies, trends, and opportunities to improve systems and services
• Advise users on the selection, purchase, and configuration of IT hardware and software
• Identify opportunities for process improvement and partner with leadership to implement enhancements that improve service delivery and team efficiency

Requirements

• Minimum of 5 years of experience in a service desk or end-user support role in a mixed Windows and macOS environment
• Strong hands-on experience with device setup and endpoint management, including imaging, deployment, and lifecycle support for desktops and laptops
• Demonstrated commitment to excellent customer service, with the ability to communicate technical concepts clearly to non-technical users
• Experience troubleshooting hardware, software, and peripheral issues in a fast-paced support environment
• Working knowledge of Windows and Macintosh operating systems; familiarity with Linux is a plus
• Knowledge of end-user and productivity tools (e.g., SCCM, Office 365, Box, OneDrive, Zoom, Google Docs, Teams, VPN)
• General understanding of endpoint security concepts
• General understanding of networking (VLAN, DNS, DHCP, subnets)
• Experience with SCCM and Active Directory Group Policy
• Strong analytical and troubleshooting skills
• Ability to manage projects, meet deadlines, and adapt to emerging technologies
• Self-motivated and goal-oriented, with the ability to work independently or collaboratively
• Strong communication skills, including effective phone support and professional customer interactions
• Ability to multitask in a fast-paced environment, manage fluctuating workloads, and maintain professionalism under pressure

Qualifications

• Bachelor’s Degree is required; related field preferred
• Generally requires one year of experience, preferably within an academic environment or an organization supporting information technologies in education
• OR any other equivalent combination of relevant education and/or experience

Benefits

Details about benefits are available at: https://hr.duke.edu/benefits/

Pay

Duke University provides an annual base salary range for this position as USD $59,829.00to USD $104,550.00. Duke University considers factors such as (but not limited to) scope and responsibilities of the position; candidate's work experience, education/training, and key skills; internal peer equity; as well as market and organizational considerations when extending an offer.

Schedule

This position is onsite, with work performed on campus.