Team Lead - Desktop Support
Leads Columbia Southern University's desktop support team in Orange Beach, AL — handling staff scheduling, timekeeping, and ticket oversight while stepping in on escalated hardware, software, and network issues. Core skills: PC/Mac repair, operating systems, basic networking, and troubleshooting; A+/Network+ certifications are a plus.
- Compensation
- Not disclosed
- Location
- Orange Beach, AL
- Work setup
- Not specified
- Seniority
- Lead
- Employment
- Not specified
- Experience
- Not specified
- Category
- It support
- Posted
Skills
Must have
- High school diploma or equivalent
- Knowledge of desktop hardware, operating systems, software applications, and basic network connectivity
- Customer service per CSU's Exceptional Service model
- Problem-solving using active listening and systematic troubleshooting
- Research skills for technical issues
- Interpersonal communication, explaining technical info to users
- Workload management: prioritizing and coordinating team assignments
- Team leadership: guiding daily support, coaching, technical direction
- Reading comprehension of technical documentation and procedures
- Written communication for support documentation and reports
- Attention to detail in a fast-paced environment
Nice to have
- At least two years of technical support skills and experience
- A+, Network+, or other certifications a plus
- Proficient knowledge in PC/Mac repair, operating systems, basic networking, and troubleshooting
Full description
Columbia Southern UniversityJob DescriptionJob Title: Team Lead - Desktop Support
Department: Technical Support
Reports to: Director
FLSA Status: Hourly, Non-Exempt
Hours: Monday through Thursday 8:00 AM to 5:00 PM and Friday 8:00 AM to 3:00 PM (extended hours when requested)
Location: Orange Beach, AL
Job Summary
The Team Lead for Desktop Support is responsible for the oversight of the team, to include scheduling and timekeeping duties for staff, as well as oversight of tickets assigned to the team.
Essential Job Tasks Additional duties may be assigned.
- Enhances and maintains the performance of all new and existing hardware and software applications across the organization by guiding a team of technician in performing hands-on fixes at the desktop level to ensure that end-users are receiving consistent, appropriate and timely assistance.
- Responsible for timekeeping duties for the Desktop Support team, including managing time off requests and staffing levels.
- Provides feedback to Assistant Director of Technical Support by recommending changes to improve processes, procedures and services to ensure access, functionality and continuity of IT systems.
- Reports team effectiveness and identifies performance and/or employee relations issues by communicating concerns to their manager to be addressed appropriately.
- Responds to escalated technical incidents by serving as a point of accountability to resolve complex issues and share expertise.
- Promotes, maintains, and enhances workplace culture within the Technical Support department and the university.
Qualifications
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.
Knowledge, Skills, & Abilities
- Technical Knowledge – Knowledge of desktop hardware, operating systems, software applications, and basic network connectivity to support troubleshooting and issue resolution.
- Customer Service – Knowledge and application of CSU’s Exceptional Service model to promote responsive, professional, and consistent customer support.
- Problem Solving – Skill in using active listening, logic, and a systematic troubleshooting approach to identify technical issues and develop effective solutions.