Deskside Team Lead - WashU IT

Ensure positive experience between deskside support and customers by overseeing daily operations & activities of deskside technical staff. Serves as liaison between customers and departmental support staff. Decrease response time by serving as primary contact point for incident escalations requiring deskside resources., * Enhances customer service by managing resources and ticket escalations in response to departmental needs.

• Analyses and assigns tickets and manages work flows to maintain service levels and meet customer expectations.
• Manages accountability and follow-up for tasks and escalations that cross Departments.
• Contacts point for warm hand-off to support the Incident Management Process Guide.
• Communicates with customer in response to incoming tickets.
• Enhances customer service by performing preliminary analyzation to determine whether to administer remote assistance or assign ticket to a deskside technician for on-site resolution.
• Reduces in customer wait time by assessing technician availability for ticket escalation/assignment.
• Manages communications to technical staff, departments, vendors and customers as needed; includes addressing and responding to customer complaints and requests in a professional manner.
• Liaison with customer for project and inventory assessments and solutions.
• Onboards new technicians and contractors, including verifying all access and scheduling of training, as well as pairing with appropriate technicians.
• Provides schedule maintenance, prepares and monitors technician schedules relating to medical student exams and labs; coordinates with project managers for scheduling of technicians as resources for EUS projects.
• Provides hands-on support to assist deskside technicians, as needed.
• Performs other duties as assigned.

Do you have experience in Team supervision?, Do you have a Bachelor’s degree?, Bachelor’s degree or combination of education and/or experience may substitute for minimum education.

Certifications/Professional Licenses: No specific certification/professional license is required for this position.

Work Experience: Supervisory (5 Years)

Skills: Not Applicable

Driver’s License: A driver’s license is not required for this position., No additional education unless stated elsewhere in the job posting.

Certifications/Professional Licenses: No additional certification/professional licenses unless stated elsewhere in the job posting.

Work Experience: Management/Supervisory (7 Years)

Skills: Communication, Conflict Resolution, Customer Needs Assessments, Customer Satisfaction, Customer Service, Desktop Computers, Oral Communications, Server Technologies, Situation Management, Team Play, Team Support, Technical Knowledge, Windows Applications, Work Collaboratively, Written Communication

Pulled from the full job description

• 403(b)
• Employee assistance program
• Commuter assistance
• Caregiver leave, Personal
• Up to 22 days of vacation, 10 recognized holidays, and sick time.
• Competitive health insurance packages with priority appointments and lower copays/coinsurance.
• Take advantage of our free Metro transit U-Pass for eligible employees.
• WashU provides eligible employees with a defined contribution (403(b)) Retirement Savings Plan, which combines employee contributions and university contributions starting at 7%.

Wellness

• Wellness challenges, annual health screenings, mental health resources, mindfulness programs and courses, employee assistance program (EAP), financial resources, access to dietitians, and more!

Family

• We offer 4 weeks of caregiver leave to bond with your new child. Family care resources are also available for your continued childcare needs. Need adult care? We’ve got you covered.
• WashU covers the cost of tuition for you and your family, including dependent undergraduate-level college tuition up to 100% at WashU and 40% elsewhere after seven years with us.