IT Service Desk Team Lead - 2nd Shift

College of Charleston

Charleston (SC)

On-site

USD 66,000 - 67,000

Full time

14 days+

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Benefits offered by this job

Health insurance

Retirement plan

Tuition assistance

Employee assistance program

Transit benefits

Job summary

The College of Charleston seeks an IT Service Desk Team Lead for the 2nd shift to provide strategic leadership, oversee evening and weekend operations, and manage a team of permanent and student technicians delivering hardware and software support across campus.

The role requires a bachelor’s degree (or equivalent experience), strong communication, and experience with ticketing systems; Dell and Mac certifications are preferred. Evening hours Tue–Sat 2:00 pm–10:00 pm with on-call after hours.

Qualifications

Bachelor’s degree or equivalent experience required.
Dell and Mac system certifications preferred.
Experience in a supervisory role preferred.

Responsibilities

Diagnose and resolve intricate technical issues on PCs, Apple computers, printers, and peripherals with high quality and efficiency.
Deliver first-line IT Service Desk support via phone, email, and chat; address inquiries and issues.
Identify opportunities to improve the IT ticketing system to enhance service efficiency and client satisfaction.
Ensure documentation and follow-up for all support activities.
Oversee online distance learning activities and support the College’s Learning Management System.

Skills

Supervision

Customer Service

Ticketing Systems

Data Analysis

Communication

IT Support

Education

Bachelor’s degree

Tools

Dell certifications

Mac certifications

Job description

IT Service Desk Team Lead - 2nd Shift

Posting Details

Internal Title | IT Service Desk Team Lead - 2nd Shift

Position Type | Classified

Faculty / Non-Faculty / Administration | Non-Faculty

Pay Band | TEC06

Level |

Department | IT Support Services

Job Purpose | The IT Service Desk Team Lead provides strategic leadership and organizational support, collaborating with the IT Service Manager to oversee day-to-day operations during evening and weekend hours. This position plays a key role in managing a team of permanent and student technicians who deliver extensive and intricate hardware and software support to faculty, staff, and students across the College of Charleston campus. Additionally, the Team Lead provides expert-level, hands‑on support for hardware and software issues as required.

Minimum Requirements | A bachelor’s degree and relevant experience are required. Alternatively, relevant experience may substitute for the degree on a year-for-year basis. Preferred qualifications include certifications in Dell and Mac systems. Candidates with an equivalent combination of experience and/or education are encouraged to apply.

Required Knowledge, Skills and Abilities | Exceptional written and verbal communication skills are essential. A thorough understanding of contact center-based support and ticketing systems within a team environment is required. The ability to analyze data and develop solutions for complex computing issues is also necessary. Prior supervisory experience is preferred.

Additional Comments Regarding Position | This position requires availability for evening and weekend hours (Tuesday – Saturday 2:00 pm – 10:00 pm). The employee must be willing to work during these times and participate in on-call support after hours. Occasional travel may also be required.

Salary | *66,400 - 67,000

Posting Date | 08/25/2026

Closing Date | 09/08/2026

Benefits | Insurance: Health/Dental/Vision Life Insurance Paid Leave: Sick/Annual/Parental Retirement Long Term Disability Paid Holidays Free CARTA Bus Service Employee Tuition Assistance Program (ETAP) Employee Assistance Program (EAP) Full Benefits Package – Click Here

Open Until Filled | No

Posting Number | 2026134

EEO Statement | The College of Charleston is an equal opportunity employer and does not discriminate against any individual or group on the basis of sex, gender (including gender identity and/or expression), pregnancy, race, religion, color, national origin, age, disability, military or veteran status, sexual orientation, genetic information, and other classifications protected by applicable federal, state, and local laws. For more information, please visit eop.cofc.edu.

Job Duties

Activity | Diagnoses and resolves intricate technical issues involving PCs, Apple computers, printers, scanners, and other peripherals with a high level of quality and efficiency. Delivers first-line IT Service Desk support via telephone, email, and chat, addressing client inquiries and issues. Identifies opportunities for improvement within the IT ticketing system to enhance service efficiency and client satisfaction. Ensures comprehensive documentation and follow-up for all support activities. Installs and configures client software as needed. Oversees online activities related to distance learning and provides support for the College’s Learning Management System. Manages and resolves issues related to client connectivity with the College VPN.