Lead a hands-on IT support team that keeps our partners connected, productive, and supported.
This role exists to lead and develop a team of IT Support Specialists while ensuring reliable, secure, and high-quality technical support across Collegis partner environments.
What You'll Do:
- Supervise, coach, and mentor IT Support Specialists across local and remote locations.
- Partner with Support Services Leadership to improve team effectiveness through training, process improvements, and support strategies.
- Mentor employees through sharing information, skill coaching, and suggesting effective initiatives that will assist an agent in providing excellent customer service.
- Conduct regular performance check-ins and own formal mid-year and year-end performance reviews.
- Sustain project updates and status reports to leadership on a regular basis.
- Maintain a strong understanding of partner’s environments, including but not limited to software applications, learning management systems, and account creation procedures.
- Drive best practices for remote desktop management, automation of imaging\updating, and proactive maintenance of supported systems.
- Maintain and enforce the asset refresh program to keep technology current.
- Maintain desktop application inventory and assist with software licensing maintenance.
- Provide purchase approval and assist with providing financial forecasts for computer replacement and purchase.
- Define and maintain security procedures and policies; enforce these policies with ITSS team members.
- Monitor, support, and troubleshoot system issues, including escalations requiring supervisor involvement.
- Adhere to and enforce the appropriate information security policies based on the sensitivity of company data and report any security related issues.
- Reduce risk of theft, fraud, or misuse of information assets by acting as the data steward for the application(s) you administer.
- Manage and mentor student-work studies.
- Continue training for ITSS team members on process and procedures.
What You'll Bring:
- Relative industry certifications are considered a plus.
- Operations experience.
- Must be willing to work some weekend shifts in support of maintenance and participate in on-call rotation duties.
- Minimum of 2 years management, lead experience, or highly skilled technical background.
- Ability to work a flexible schedule, including occasional nights or weekends, and participate in an on-call rotation as needed.
- Strong communication skills and proven track history of excellent customer service.
- General knowledge of the higher education industry is preferred.
- Strong analytical and problem-solving skills.
- Strong PC & MAC troubleshooting skills.
- Familiarity with multiple operating system platforms, specifically O365 environment and Windows.
- Server operating environment troubleshooting skills.
- Ability to convey technical topics to a wide variety of callers with varying technical skill levels.
- Excellent written and verbal communication; Must be able to thoroughly document implementations, modifications and removals.
