Remote Support Lead - IT Service & Team Mentorship

Northwestern University; Chicago (IL); Presencial; USD 110.000 - 140.000; Jornada completa

Descripción de la vacante

Northwestern University Feinberg IT seeks a Technical Support Specialist Lead to supervise the Remote Support team of 10 professionals. You will oversee daily operations, staffing, escalations, and service quality for faculty, staff, students and researchers across the Feinberg School of Medicine.

Reporting to the Director of Customer Support, you will mentor staff, develop knowledge content, coordinate with Field Support, Application Support and Infrastructure, and partner with Northwestern

Formación

• Bachelor's degree or higher in computer science, information technology, or related; OR appropriate combination of education and experience.
• 5 years' experience in consulting, project management, training, technical support, or user service in an IT environment or related field.
• Work history showing increasing levels of responsibility and leadership.
• Experience as both end-user and administrator in service areas such as user support, desktop support, help desk management, and documentation.

Responsabilidades

• Strategize and plan for industry changes impacting workplace endpoint technology.
• Oversee daily front-line support operations: queue management, staffing, escalations, and service quality.
• Lead projects to install and maintain workplace endpoint technology.

Educación

Bachelor's degree or higher in computer science / information technology

Descripción del empleo

Northwestern University Feinberg IT seeks a Technical Support Specialist Lead to supervise the Remote Support team of 10 professionals. You will oversee daily operations, staffing, escalations, and service quality for faculty, staff, students and researchers across the Feinberg School of Medicine.

Reporting to the Director of Customer Support, you will mentor staff, develop knowledge content, coordinate with Field Support, Application Support and Infrastructure, and partner with Northwestern