Tech Support Center Lead - Student Staff

University-of-St.-Franci; Joliet (IL); On-site; USD 52,000 - 76,000; Full time

Job summary

University of St. Francis in Joliet, IL is seeking a hands-on Technology Support Center Coordinator to lead the student workforce, provide help desk support to students, faculty, and staff, and ensure timely, high-quality end-user assistance.

You will hire/train staff, refine workflows, and maintain knowledge resources, while coordinating with level 2/3 teams and respecting the university’s values. Strong communication and tech-savvy leadership are essential.

Qualifications

• Bachelor’s degree or equivalent in management/technology field and 2+ years in tech customer service or end-user support.
• Proven ability to communicate effectively across multiple channels (phone, email, chat, in person).
• Strong detail orientation and ability to manage and document information clearly.
• Experience guiding and developing student workers and coordinating frontline IT support workflows.

Responsibilities

• Lead front-facing technology support operations and manage the TSC student staff.
• Assist in hiring, training, and scheduling of student workers.
• Ensure timely resolution of issues and escalate to level 2/3 support as needed.
• Develop and maintain an internal knowledge base from support activities.
• Oversee workflows and improve processes within the TSC.

Skills

Strong communication skills

Customer service orientation

Team leadership

Ability to learn new technologies

Education

Bachelor’s degree in management or technology

2+ years of experience in technology customer service or end-user support

Tools

Ticket tracking system

Job description

University of St. Francis in Joliet, IL is seeking a hands-on Technology Support Center Coordinator to lead the student workforce, provide help desk support to students, faculty, and staff, and ensure timely, high-quality end-user assistance.

You will hire/train staff, refine workflows, and maintain knowledge resources, while coordinating with level 2/3 teams and respecting the university’s values. Strong communication and tech-savvy leadership are essential.