HelpDesk Team Lead: IT Support & Scheduling

Columbia Southern University; Orange Beach (AL); Presencial; USD 45.000 - 65.000; Jornada completa

Descripción de la vacante

Columbia Southern University, Inc. in Orange Beach, AL is seeking a HelpDesk Team Lead to supervise the HelpDesk Support team, manage scheduling and timekeeping, and ensure accurate ticket handling for all student contacts.

The role requires coordinating with third-party after-hours support, guiding process improvements, and maintaining a positive, collaborative IT culture across CSU’s technical staff. Previous leadership in IT support is preferred.

Formación

• High school diploma or equivalent is required, with at least two years in technical support preferred.
• A+ or Network+ certifications are a plus but not required.
• Proficient knowledge of PC/Mac repair, operating systems, basic networking, and troubleshooting is preferred.

Responsabilidades

• Oversee staff scheduling and timekeeping for the HelpDesk Support team, including time-off requests and staffing levels.
• Ensure tickets are created, categorized, and tracked for all contacts.
• Coordinate with third-party after-hours support to review call performance and ensure quality assistance.
• Provide feedback to management to improve processes and services for access, functionality, and continuity of IT systems.
• Monitor team performance, report issues, and communicate improvements to leadership.
• Respond to escalated incidents as a point of accountability and share expertise for resolution.
• Promote and maintain a positive workplace culture within the Technical Support department.

Conocimientos

Staff scheduling

Timekeeping

Ticketing

Escalation handling

Customer service

Communication

Technical troubleshooting

Documentation

Team leadership

Cross-functional collaboration

Educación

High school diploma

A+ certification

Network+ certification

Herramientas

Microsoft Word

Excel

Outlook

Blackboard

Internal database

Descripción del empleo

Columbia Southern University, Inc. in Orange Beach, AL is seeking a HelpDesk Team Lead to supervise the HelpDesk Support team, manage scheduling and timekeeping, and ensure accurate ticket handling for all student contacts.

The role requires coordinating with third-party after-hours support, guiding process improvements, and maintaining a positive, collaborative IT culture across CSU’s technical staff. Previous leadership in IT support is preferred.