Remote Support Lead – IT & Endpoints

Northwestern University

Chicago (IL)

On-site

USD 80,000 - 115,000

Full time

4 days ago

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Benefits offered by this job

Tuition benefits

Health insurance

Flexible work arrangements

Job summary

The Technical Support Specialist Lead at Northwestern University’s Feinberg IT leads the Remote Support team, supervising 10 specialists who provide Windows, macOS, and Microsoft 365 support for faculty, staff, students, and researchers. This hands-on role owns queue management, staffing coverage, escalations, and service quality to ensure rapid, secure, and user-friendly help.

Reporting to the Director of Customer Support, the candidate will mentor staff, refine intake and routing in ITSM, and

Qualifications

Bachelor's degree in computer science, information technology, or related field.
5 years' experience in consulting, project management, training, technical support, or user service.
Progressively responsible leadership experience in IT service delivery.
Experience as both end-user and administrator in service areas like help desk management.

Responsibilities

Supervise and mentor a team of 10 remote support specialists.
Own day-to-day operations: queue management, staffing, escalations and service quality.
Coordinate with Field, Application, and Infrastructure teams to resolve issues.
Maintain knowledge base content and improve first-contact resolution.
Lead ITIL-aligned incident, request, and knowledge management practices.