Help Desk Team Lead

Help Desk Team Lead

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Position Details

Summary Operating Title Help Desk Team Lead Long Classification Title Information Technologist III Campus Location Durham Department UNH Desktop Management Summary of Position Under the direction of the Director of Enterprise Client Services, the Help Desk Team Lead provides high touch customer service and leads a campus-based cross functional Support team (including End-User Support, Endpoint Support, and basic Audio-Visual (AV) troubleshooting and support) in the delivery of IT support and service to staff, faculty, and students throughout the University System of New Hampshire.

The support team is comprised of both professional staff and student staff who provide Tier 1 and some Tier 2 technical support to the community.

As a member of the Enterprise Client Services team, the Help Desk Team Lead will be responsible for working across campus boundaries to ensure the smooth, effective, and efficient delivery of technology support services to the campus.

You will have primary responsibility for operational management of the campus Help Desk which provides computer and device support, account and access support, and consulting services.

Provides in-person and remote technical support and assistance as part of a team serving the University of New Hampshire (UNH) Durham community utilizing IT Service Management and ITIL principals.

This position is full-time onsite in Durham, New Hampshire. Acceptable minimum level of education Bachelor's Acceptable minimum years of experience 5-7 years Additional Job Information Posting Number PS4733FY25 Other minimum qualifications

• Five years related experience in a client-centered technology support environment.
• Two years supervisory experience or related team management experience (e.g., teaching, coaching, or project management) in an IT environment.
• Demonstrated knowledge of and experience using a variety of Remote support tools to support User’s needs in a variety of settings.
• Demonstrated knowledge of and experience with both Windows and Mac OS and demonstrated mastery in the configuration, installation, and troubleshooting of current operating systems, client productivity tools, wired and wireless networks, peripherals (including AV presentation equipment), and mobile devices via current certifications, education, and / or experience.
• Demonstrated knowledge of and experience working with Azure / Intra Active Directory and the O365 Ecosystem; supporting the O365 Productivity tools (Outlook, Word, Excel, PowerPoint, OneDrive);

the Collaboration tools (Teams, Bookings, SharePoint); and the Power Platform (Power BI, Forms and Power Apps).

• Demonstrated comprehension of the importance of safeguarding sensitive information, with strict adherence to cybersecurity standards and policies to prevent unauthorized access, data breaches, and other security threats, thereby ensuring the safety and privacy of the community’s data and information.
• Demonstrated leadership in providing outstanding customer service. Ability to lead proactively in identifying risks and managing operational activities.
• Effective communication skills.
• Ability to mentor and teach others.

Additional Preferred Qualifications

• Experience using TeamDynamix or similar ITSM / Help Desk management and ticketing software. ITIL certification and experience operationalizing the ITIL framework.
• Experience working with and using AI tools to reduce costs, speed first-call resolution; improve time to resolution; and increase customer satisfaction.

Experience implementing AI tools in a support environment.

• Demonstrated outstanding relationship management, analytical, technical, organizational and skills. Self-motivated and goal oriented.
• Committed team player, collaborative in nature and in practice, possess effective communication skills, and a strong customer-centered philosophy.
• Demonstrated commitment to work within a diverse environment and interact professionally with individuals of diverse backgrounds.

Salary Information Salary is complemented by a comprehensive benefits package which includes medical, dental, retirement, tuition, and paid time off.

Quicklink for Posting Percent Time Information (FTE) 1.00 Grade 23