Client Support IT Lead

Job description

Description

This position oversees daily Tech Bar operations, ensuring consistent service delivery, maintaining appropriate staffing, and coordinating opening and closing procedures.

The lead handles complex in-person technical escalations, updates support documentation, and contributes to technology hardware/software evaluations and implementations.

They need to be comfortable working directly with a diverse client base and technology platforms delivering face-to-face technical assistance and training to the on-campus community.

The ideal candidate is an experienced technology professional with superior troubleshooting skills and a passion for face-to-face customer service excellence.

They should excel at identifying root causes of technical issues, implementing process improvements, and guiding less experienced team members in delivering high-quality support.

They are adept at diagnosing issues quickly and skilled at explaining and demonstrating technical concepts in accessible language.

They also are comfortable writing and updating documentation as they discover new common issues and solutions.

The role requires extensive knowledge of diverse technology hardware/software platforms, strong leadership abilities, and excellent communication skills.

The lead must stay current with emerging technologies while maintaining established service standards and fostering face-to-face team development.

24/7 business continuity:

This role requires occasional availability outside of traditional working hours to address urgent business needs as they arise, including, but not limited to, responding to security incidents, supporting software deployments, resolving software issues or system breaks, and addressing other critical operational requirements.

The ideal candidate must be proactive and adaptable, ensuring minimal disruption to business operations by promptly addressing any issues, regardless of time or day.

Flexibility and a strong sense of urgency are essential for success in this position.

Other duties as required:

This role requires flexibility in performing duties outside of the primary responsibilities to support evolving business needs.

The ideal candidate must be adaptable and willing to take on additional tasks or projects as required, ensuring smooth operations across the organization.

This may include stepping in to assist with cross-functional teams, handling unexpected challenges, or contributing to initiatives that support business growth and success.

A proactive mindset and the ability to pivot quickly are essential for thriving in this dynamic environment.

Key Responsibilities & Accountabilities

Tech Bar Operations Oversight (35%)

· Oversee daily Tech Bar operations on-site

· Conduct daily Tech Bar pening and closing procedures

· Ensure adherence to established service standards and procedures

· Monitor service quality and client satisfaction

· Coordinate staffing and scheduling to maintain appropriate coverage

· Implement and maintain quality assurance processes

· Manage Tech Bar resources, equipment, and inventory

· Report on Tech Bar performance metrics and service utilization

Advanced Face-to-face Technical Support and Escalation (25%)

· Provide face-to-face 2nd and 3rd tier technical support for complex issues

· Serve as the highest escalation point, prior to management level, within the Tech Bar team

· Investigate and resolve challenging technical problems

· Identify root causes of recurring issues

· Coordinate with specialized IT teams for complex issue resolution

· Provide VIP support to university leadership as needed or directed by Executive Solutions team

· Service as the major incident captain during major outages

· Participate in on-call rotation

In person Staff Mentoring and Development (20%)

· Mentor Client Support Specialists on technical troubleshooting and face-to-face customer service skills

· Train team members on new technologies and support procedures

· Develop and maintain training curriculum for new employees

· Model best practices in walk-up customer service and technical support

· Provide feedback and guidance to improve team performance

· Foster a collaborative and supportive team environment

Face-to-face Process Development and Knowledge Management (15%)

· Design and implement support processes and troubleshooting methodologies

· Develop and maintain comprehensive knowledge base articles

· Create and update self-service resources for clients

· Identify opportunities for service improvement and automation

· Implement changes through appropriate change management processes

· Document best practices and standard operating procedures

Technology Evaluation and Implementation (5%)

· Evaluate new technologies for potential adoption

· Participate in technology implementation projects

· Test new systems and applications before deployment

· Provide recommendations for technology solutions

· Support special events and initiatives requiring technical expertise

Minimum Qualifications

· Bachelor's degree in Information Technology, Computer Science, or related field, or equivalent combination of education and experience

· 4+ years of experience in technical support, customer service, or related roles

· Experience in a lead or supervisory capacity

· Extensive experience supporting multiple operating systems, mobile devices, and software applications

· Strong understanding of IT service management principles and best practices

· Advanced problem-solving abilities and analytical skills

· Excellent interpersonal, leadership, and communication skills

· Experience creating and maintaining technical documentation

· Demonstrated ability to mentor and guide technical staff

· Experience with ServiceNow

· Ability to work on campus 5 days/week

· Ability to work standing upright for up to 4 hours at a time

· Ability to maneuver under desks and in tight spaces as needed

· Ability to lift up to 20lbs

· Ability to travel between multiple locations on campus

Preferred qualifications:

· Experience in higher education IT environments

· Experience managing retail-style technical support operations

· ITIL certification (Foundation or higher)

· Hardware certifications (Apple, Dell, HP)

· Experience with service management platforms (ServiceNow)

· Knowledge of M365 platform and tools, including the Power Platform, Teams, SharePoint, and OneDrive

Working Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

This job operates in a professional office environment and can occasionally be required to drive to client sites.

Physical Requirements

The physical demands of this position are those that are necessary to meet the responsibilities and essential functions of this position.

Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.

Work Hours

40 hours - Mon – Fri, be flexible to work after hours and weekends when required.

AVI-SPL reserves the right to alter work hours and work location as deems necessary

AVI-SPL is an Equal Opportunity/Affirmative Action Employer.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, disability status, or membership in any other group protected by federal, state or local law

Required Skill Profession

Computer Occupations