Customer Support Team Lead - IT

James Madison University; Harrisonburg (VA); On-site; USD 52,200 - 63,800; Full time

Benefits offered by this job

Paid time off and holidays

Health insurance

Retirement options

Well-being program

Tuition waiver

Job summary

James Madison University IT Help Desk is seeking a Customer Support Team Lead to guide the CSS team, interact with students and staff to resolve technical issues, and ensure high-quality service delivery.

The role emphasizes leadership, incident ownership, and collaboration with university partners, with a focus on maintaining professionalism under pressure and driving service improvements.

Qualifications

• Demonstrates advanced problem-solving and troubleshooting abilities.
• Extensive experience with Windows and MacOS operating systems and related endpoints.
• Extensive experience with Microsoft 365 including Teams, SharePoint, and OneDrive.
• Understanding of identity and access management systems (such as Okta).
• Understanding of wired and wireless networking and authentication.
• Experience with a broad variety of desktop applications and web-based services.
• Ability to analyze and report data using a variety of tools.
• Experience using an IT service management or similar ticketing system.
• Proven ability to lead and mentor others.
• Ability to handle stress and maintain professionalism and courteousness.
• Strong interpersonal and customer service skills including listening, writing, and speaking ability.

Responsibilities

• Serves as the primary contact for the CSS within IT for technical questions and changes.
• Owns support incidents to completion and ensures proper ticket routing and closure.
• Monitors day-to-day operations and customer interactions (phone, email, front desk).
• Identifies frequent requests or trends and communicates them to management with solutions.
• Hires and mentors team members; conducts evaluations and training opportunities.
• Monitors KPIs and other metrics and adjusts operations as needed.
• Reports to management on ticket volume, feedback, KPI, etc. to demonstrate team effectiveness.
• Coordinates with University partners to schedule operating hours and staffing.
• Promotes service management best practices and knowledge base development.
• Develops, publishes, reviews, and maintains technical documentation (FAQs, self-help resources).
• Other duties as assigned

Skills

Problem solving

Windows & MacOS

Microsoft 365 (Teams, SharePoint, OneD

Okta identity management

Networking (wired/wireless)

IT ticketing system

Leadership & mentoring

Communication skills

Data analysis

Stress management

Tools

Ticketing system

Okta

Microsoft 365

Job description

Working Title

Working Title: Customer Support Team Lead - IT

State Role Title: Information Technology Specialist I

Position Type: Full-time Staff (Classified)

Position Status: Full-Time

FLSA Status: Non-Exempt: Eligible for Overtime

College/Division: Information Technology

Department: 100123 - IT - Computing Support

Pay Band: 4

Pay Rate: Maximum Starting

Specify Range or Amount: $58,000

Is this a JMU only position? No

Is this a grant-funded position? No

Is this a Conflict of Interest designated position? No

Beginning Review Date: 8/7/2026

About JMU

At James Madison University (JMU), weâre more than just a publicly funded institution â weâre a vibrant, welcoming community located on a stunning campus where innovation, collaboration, and personal growth thrive. Our mission is to prepare students for a bright future, and we believe that starts with supporting the people who make it all possible: our employees.

Why Work at JMU?

• Generous Leave: Enjoy paid vacation, sick leave, parental leave, community service leave, and 19 paid holidays annually.
• Comprehensive Health Coverage: Access high-quality health insurance options that fit your needs.
• Retirement Options: Plan for your future with retirement benefits through the Virginia Retirement System.
• Employee Well-Being: Our Balanced Dukes program promotes wellness and work-life integration through resources, events, and support.
• Tuition Waiver Program: Advance your education with our tuition waiver program for undergraduate and graduate courses taken at JMU.

At JMU, we believe in Being the Change â and that starts with creating an environment where you can grow, contribute meaningfully, and feel supported every step of the way.

Discover what makes JMU a great place to work: bit.ly/JMUEmployment

General Information

The IT Help Desk at James Madison University is accepting applications for Customer Support Team Lead. This position leads and participates in the daily activities of the Customer Support Specialist (CSS) team of the IT Help Desk. Consisting of full-time and part-time staff, this position is dedicated to directly interacting and supporting applicants, students, faculty, staff, affiliates, and alumni of James Madison University and efficiently and effectively resolving their technical issues.

Duties and Responsibilities

• Serves as the primary contact for the CSS within IT for technical questions, upcoming business process changes, notifications of service or maintenance changes, communication dissemination, etc.
• Owns support incidents to completion and ensures proper ticket routing, prioritization, and timely closure.
• Monitors day-to-day operations and customer interactions (phone, email, front desk, etc.), providing support when needed.
• Identifies frequent requests or trends and communicates them to management, suggesting solutions as applicable
• Hires full-time and part-time team members, mentors staff, conducts evaluations of staff and and promotes training opportunities.
• Monitors key performance indicators and other metrics and adjusts operations as needed
• Reports to management regarding ticket volume, customer feedback, KPI, etc. to demonstrate team effectiveness
• Coordinates with University partners to schedule operating hours and adequate staffing levels
• Promotes service management best practices and knowledge base development within IT
• Develops, publishes, reviews, and maintains technical documentation (self-help resources, FAQs, etc.) for IT, JMU, and the public
• Other duties as assigned

Qualifications

• Demonstrates advanced problem-solving and troubleshooting abilities
• Extensive experience with Windows and MacOS operating systems and related endpoints
• Extensive experience Microsoft 365 including Teams, SharePoint, and OneDrive
• Understanding of identity and access management systems (such as Okta)
• Understanding of wired and wireless networking and authentication
• Experience with a broad variety of desktop applications and web-based services
• Ability to analyze and report data using a variety of tools
• Experience using an IT service management or similar ticketing system
• Proven ability to lead and mentor others (peers or subordinates)
• Ability to handle stress and maintain professionalism and courteousness
• Strong interpersonal and customer service skills including listening, writing, and speaking ability
• Self-starter with ability to balance multiple priorities.
• Ability to operate independently and without supervision and with assigned teams to accomplish organizational goals
• Strong organizational and planning ability
• Ability to explain technical procedures and ideas to non-technical audiences.

Conditions of Employment

Employment is contingent upon the successful completion of a criminal background check.

E-Verify Notice: After accepting employment, new hires are required to complete an I-9 form and present documentation of their identity and eligibility to work in the United States. James Madison University uses the E-Verify system to confirm identity and work authorization.

EEO Statement

James Madison University is committed to creating and supporting a diverse and inclusive work and educational community that is free of all forms of discrimination. This institution does not tolerate discrimination or harassment on the basis of age, color, disability, gender identity or expression, genetic information, national origin, parental status, political affiliation, race, religion, sex, sexual orientation or veteran status.

We promote access, inclusion and diversity for all students, faculty, staff, constituents and programs, believing that these qualities are foundational components of an outstanding education in keeping with our mission. The university is interested in candidates whose experience and qualifications support an ongoing commitment to this core quality.

Anyone having questions concerning discrimination should contact the Office for Equal Opportunity: [phone].

Reasonable Accommodation

If you are an individual with a disability and need assistance searching or applying for jobs please contact us at [phone] or [e-mail]. You may also visit the JMU Human Resource Office, located at 752 Ott Street, Harrisonburg, VA 22807 and we will be happy to assist you.