Technical Support Team Leader

2 weeks ago

Oak Brook, Illinois, United States Collegis Education Full time

Collegis Education is a leading provider of marketing and technology solutions tailored for educational institutions. Our mission is to empower colleges and universities by delivering insights that enhance enrollment, improve student outcomes, and optimize operational costs. With decades of experience in the higher education sector, our team is dedicated to making a significant impact on the lives of students across the nation.

The IT Service Management Supervisor role presents a remarkable opportunity for driven individuals who are committed to delivering exceptional IT support services. The primary duties of the ITSM Supervisor include overseeing a team of IT Support Specialists who provide assistance for Windows and MAC operating systems, ensuring adherence to industry best practices.

Key Responsibilities:

  • Lead and mentor team members located both on-site and remotely.
  • Collaborate with Support Services Leadership to create and implement strategies and training programs aimed at enhancing the effectiveness of Support Specialists.
  • Guide team members through knowledge sharing, skill development, and initiatives that promote outstanding customer service.
  • Conduct regular performance evaluations, focusing on customer service skills, technical competencies, and professional growth.
  • Manage mid-year and annual performance assessments, providing necessary reports to Leadership.
  • Deliver project updates and status reports to leadership on a consistent basis.
  • Maintain a comprehensive understanding of partner environments, including software applications and account management processes.
  • Promote best practices for remote desktop management and proactive system maintenance.
  • Oversee the asset refresh program to ensure technology remains current.
  • Manage desktop application inventory and assist with software licensing compliance.
  • Authorize purchases and assist in forecasting financial needs for technology upgrades.
  • Establish and uphold security protocols, ensuring compliance among ITSS team members.
  • Monitor, support, and troubleshoot system-related issues.
  • Adhere to information security policies and report any security concerns.
  • Mitigate risks associated with data theft or misuse by acting as a steward for the applications managed.
  • Supervise and mentor student work-study participants.
  • Provide ongoing training for ITSS team members regarding processes and procedures.

Qualifications:

  • Relevant industry certifications are advantageous.
  • Experience in operations management.
  • Availability to work occasional weekends and participate in on-call duties.
  • A minimum of 2 years in a management or lead role, or a strong technical background.
  • Flexibility to work varied hours, including nights and weekends.
  • Excellent communication skills with a proven track record in customer service.
  • General familiarity with the higher education sector is preferred.
  • Strong analytical and problem-solving abilities.
  • Proficient troubleshooting skills for both PC and MAC systems.
  • Experience with various operating systems, particularly O365 and Windows.
  • Ability to convey technical information to individuals with diverse skill levels.
  • Exceptional written and verbal communication skills; capable of documenting processes thoroughly.

Education and Certifications:

  • Bachelor's degree in Computer Science, Management Information Systems, or equivalent experience.

Collegis Education is dedicated to ensuring equal access to its programs and employment opportunities without discrimination based on race, color, creed, religion, national origin, sex, age, marital status, disability, public assistance status, veteran status, or sexual orientation.

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