What are the responsibilities and job description for the Lead, IT Service Desk position at Dallas College?
Job Summary
As an IT Service Desk Lead, you will supervise a team of 3-5 IT Service Desk Customer Service Representatives, providing guidance, support, and mentorship. You will be responsible for ensuring timely and effective resolution of technical issues and maintaining high standards of customer service. You will also resolve or review resolutions to complex IT issues and handle high-risk tickets. Your leadership and technical expertise will be crucial in driving team performance and continuous improvement. This role is ideal for individuals with a strong background in IT support and some supervisory experience, ready to lead a team of customer service representatives and ensure the highest level of service delivery.
Required Knowledge, Skills, and Abilities
Lead and supervise a team of 3-5 IT Service Desk Customer Service Representatives, providing guidance, support, and performance feedback.
Provide caseload supervision to Level 1 and Level 2 Customer Service Representatives.
Provide advanced technical support for complex issues, assisting team members and handling escalations as needed.
Triage tickets related to enterprise systems including Workday HCM, Workday Finance, Workday Student, Salesforce, Active Directory, Microsoft Suite including Outlook and Teams, login and credentialling systems, and educational technology.
Thoroughly document service requests using our ticketing system in ServiceNow, ensuring all information is accurate and up to date.
Maintain detailed records of customer interactions, including issue descriptions, troubleshooting steps, and resolutions.
Monitor and manage the ticketing system, ensuring accurate logging, tracking, and timely resolution of incidents and service requests.
Provide feedback and guidance to Customer Service Representatives on quality ticket management and documentation.
Conduct training sessions and mentor team members to enhance their technical skills and customer service capabilities. Provide training on specific enterprise systems, as needed.
Creating and updating the department knowledge base and articles
Maintain effective communication with clients, ensuring their technical issues are understood and resolved promptly.
Physical Requirements
Normal physical job functions performed within a standard office environment. Reasonable accommodation may be made for individuals with physical challenges to perform the essential duties and responsibilities.
Minimum Requirements
High school diploma or equivalent required; Vocational training, Associate’s or Bachelor’s degree in Information Technology, Computer Science, or related field preferred. Official transcripts will be required.
3-5 years of experience in IT support, with at least 1-2 years in a supervisory or lead role.
Proficient understanding of computer systems, cloud software, and other tech products.
Familiarity with Workday, ServiceNow, and Salesforce is desired but not required. Experience with Microsoft operating systems and the Microsoft Suite highly desired.
Previous experience interacting with customers in a service environment is required.
Effective listening and reading comprehension skills.
Strong customer service, problem-solving, and technology skills.
Bilingual or multilingual preferred
- Will be subject to a criminal background check. Some positions may be subject to a fingerprint check.
Key Responsibilities
Excellent communication and interpersonal skills, with a strong customer service orientation.
Ability to think critically and solve complex problems efficiently.
Ability to communicate technical concepts to non-technical users.
Ability to work well in a team environment and collaborate with colleagues.
Ability to effectively use a communication platform like Microsoft Teams
Willingness to learn and adapt to new technologies and processes.
Proven ability to lead and motivate a team, with excellent organizational and time management skills.
Willingness to work across multiple Dallas College campuses.
Completes required Dallas College Professional Development training hours per academic year.
Salary : $53,000
