IT Help Desk Team Lead — Elevate Customer Support

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

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.