Service Desk Team Lead

Denison University

remote work

United States, Ohio, Granville

100 West College Street (Show on map)

Feb 25, 2025

Job Posting Information

Position Type	Support Staff
Classification Title	Supervisory/Technical
Position Title	Service Desk Team Lead
Position Number	O00523
Pay Grade Level	CSS 11
Salary	$28.00 - $30.00 an hour
Department	Information Technology Services
Posting Number	S 121301432
Full or Part Time	Full Time
Number of Months	12
Position End Date
FTE	1
Work Schedule	M-F, 8 AM-5 PM. 40 hours per week. This position requires on-site presence and remote work is not available. Applicants must be able to work in-person at the university. Occasional evening and weekend work to respond to emergencies and to provide additional support.
Basic Function	The Service Desk Team Lead provides day-to-day leadership for the Service Desk team, ensuring timely and high-quality technical support to students, faculty, and staff. This role bridges the gap between the Service Desk Technicians and the Associate Director of Client Experience by overseeing daily operations, managing escalations, mentoring team members, and contributing to process improvements. The Team Lead will also monitor service performance, enforce best practices, and support continuous improvement initiatives to enhance customer experience and service efficiency.
Essential Job Functions	Team Leadership & Mentorship: Provide guidance, support, and training to Service Desk Technicians and student assistants to ensure consistent, high-quality support. Foster a culture of continuous improvement and customer service excellence. Incident & Escalation Management: Serve as the first escalation point for complex service requests before involving the Associate Director of Client Experience. Assist with troubleshooting advanced technical issues and coordinate resolutions with other ITS teams. Process Improvement & Documentation: Identify inefficiencies in Service Desk workflows and contribute to the enhancement of service delivery processes. Ensure accurate documentation of procedures, best practices, and common issue resolutions in the knowledge base. Service Performance Monitoring: Track and analyze key performance metrics (e.g., response time, resolution time, customer satisfaction) to identify trends and areas for improvement. Report findings to the Associate Director of Client Experience. Ticketing System Management: Monitor the IT Service Management (ITSM) system to ensure proper ticket categorization, prioritization, and resolution. Assist technicians in managing and updating tickets effectively. Shift Coordination & Resource Allocation: Assist in scheduling shifts and balancing workloads to maintain adequate Service Desk coverage during business hours, after-hours, and peak periods. Client Support & Advocacy: Ensure high-quality, customer-centric support by actively engaging with users, gathering feedback, and advocating for client needs within the ITS department. Collaboration with ITS Teams: Work closely with the Associate Director of Client Experience and other ITS areas to enhance service offerings, improve digital fluency initiatives, and contribute to campus-wide technology support efforts.
Minimum Qualifications	Bachelor's degree in Information Technology or a related field, or equivalent experience. Minimum of 3 years of experience in an IT support role, preferably in a higher education environment. Strong troubleshooting skills across hardware, software, and networking environments. Experience with IT Service Management (ITSM) systems and best practices. Excellent interpersonal and communication skills, with the ability to explain technical concepts to non-technical users. Proven ability to prioritize tasks, manage workload, and handle multiple responsibilities in a fast-paced environment. Ability to mentor and support junior team members in technical and professional development.
Preferred Qualifications	Experience in a leadership or supervisory role within an IT support team. ITIL Foundation certification or similar IT service management training. Familiarity with remote support tools and asset management processes.
Physical Demands	Must be able to walk the campus, stairs/hills, and lift up to 30 lbs.
Contact(s)
Contact Phone/Extension
Contact Email
Open Date
Close Date
Open Until Filled	Yes
Special Instructions to Applicants	Please provide contact information for three professional references, including name, address, phone number, email address, and relationship to you. References will not be contacted without prior consent. This position is open until filled.
Additional Information
Denison University Background Check Statement	The final candidate will undergo a background check as a conditional offer of employment.
Denison University EEO Statement	Denison is an equal opportunity employer. All qualified applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status. Title IX Notice: Sex discrimination is prohibited by federal law through Title IX of the Education Amendments of 1972. Denison does not discriminate on the basis of sex in the education programs or activities that it operates including admissions and employment. For Denison's official Notice of Non-Discrimination, please visit https://denison.edu/forms/non-discrimination-notice. You can learn more about Title IX at Denison at https://denison.edu/campus/title-ix. Job seekers who may need a reasonable accommodation to complete the application process should contact the Office of Human Resources at (740) 587-6299 or by email at HR@denison.edu.