Help Desk Lead - Student & Faculty Tech Support

Chattanooga State Community College; Chattanooga (TN); On-site; USD 49,000 - 61,000; Full time

Job summary

Chattanooga State Community College is seeking a Help Desk Coordinator to oversee daily Tier I support operations and lead about ten specialists on campus. The role ensures prompt, high-quality technology assistance for students, faculty, and staff while maintaining a service-oriented culture.

The position requires an Associate’s degree with at least three years in technical support and one year of supervisory experience; higher education experience is preferred.

Qualifications

• Associate degree is required.
• Minimum of three years of experience in technical support.
• Minimum of one year of supervisory or team lead experience.

Responsibilities

• Oversee daily Tier I technical support operations and lead a team of Help Desk specialists.
• Respond to users, field tickets, and model best-practice troubleshooting techniques.
• Manage workflows, coach staff, and drive continual improvement of support processes.
• Monitor metrics and escalation paths to ensure high-quality service.

Skills

Team leadership

Customer service

Troubleshooting

Communication

Time management

Education

Associate’s degree

Bachelor’s degree preferred

Tools

Microsoft Teams

Windows/macOS troubleshooting

ITIL knowledge

Job description

Chattanooga State Community College is seeking a Help Desk Coordinator to oversee daily Tier I support operations and lead about ten specialists on campus. The role ensures prompt, high-quality technology assistance for students, faculty, and staff while maintaining a service-oriented culture.

The position requires an Associate’s degree with at least three years in technical support and one year of supervisory experience; higher education experience is preferred.