Are you looking to grow your career by leading and mentoring a team of dedicated IT support specialists at a world-class academic institution? Do you have a passion for process improvement and service delivery? Are you energized when you and your team work together to provide stellar customer service?
Northwestern University IT is searching for a Team Lead for our Distributed Support Service organization. In this role, you will manage, guide, and mentor a team of support specialists who deliver desktop computing services to faculty and staff.
Here at Northwestern IT, we are passionate about the continued improvement of personal computing support and the role it plays in supporting faculty and staff in their day-to-day activities, and our mission is to “build innovative technology environments for the Northwestern community” in alignment with the University's strategic goals and objectives.
To deliver on our mission, you will work alongside technology leaders from across the University to find opportunities that enable community members to more effectively run their personal computing environment, while ensuring alignment to quality standards in the delivery of a high availability support service with low tolerance for interruption.
On the technical side, your work will include fostering innovative approaches and processes for software distribution and updates; managing hardware procurement and life-cycle replacement; and providing security for endpoint devices, cloud-based collaboration and communication tools, and data backup services. Additionally, you will work with the team to coordinate executive support for Northwestern administration.
From the management perspective, you will actively strengthen the team's skills and expertise through development and training while holding the team accountable for high-quality service delivery. You will mentor members of the team and provide constructive feedback into their performance reviews. Additionally, you will aid in identifying, measuring, and responding to key performance indicators of our services.
Service and Process Development
Work with staff and senior management on the long-range planning of balanced and scalable support services that align with university goals, technology standards and best practices.
Consult on proofs-of-concept and unique solutions, lead projects, and own the implementation and communication of service enhancements.
Foster continual service improvement and best practice in the areas of IT service management, incident tracking, risk management, and project management for the team while ensuring the highest possible quality of IT support.
Identify, recommend and implement key performance indicators to find opportunities to improve client support and service delivery. Surface recommendations on necessary improvements and act on them as appropriate.
Consult with users and partners to provide creative and timely solutions for overall IT support and play a key role in executing all aspects of support.
Work alongside our team to implement improved user support and communication methodologies.
Coordinate all executive IT support arrangements as it relates to activities around daily operation, travel, events, and other situations specific to supporting executives, including conferences and special events, e.g., University Board of Trustees meetings.
Be available for after hour support and weekend on-call support as needed.
Lead projects ensuring the client's requirements are clearly articulated and deliverables are completed to expectations.
Community Development and Support
Organize and deliver workshops on tools, services, and skills for users of all skill levels.
Develop communications for service enhancements and disruptions, while engaging with clients regarding daily support activities and projects.
Represent the team while attending campus meetings and external conferences.
MinimumQualifications: (Education, experience, and any other certifications or clearances)
Successful completion of a bachelor's degree or higher from an accredited college or university; OR appropriate combination of education and experience.
Minimum of 4 years experience delivering IT services and support with customer-service focus that includes executive support.
Proven success engaging partners and leading projects to completion.
Ability to maintain composure in high-stress situations, while leading communications across groups to facilitate technical troubleshooting and problem resolution.
MinimumCompetencies: (Skills, knowledge, and abilities.)
Possess superb communication (written and verbal), organizational, and problem-solving skills.
Monitor, measure, and communicate progress on key service improvement initiatives and projects, revising timelines and efforts based on team members task-specific status updates.
Able to use remote support tools to manage and fix personal computing devices.
High level of technical troubleshooting skills in supporting desktop and laptop computers, mobile technology devices, printers, Microsoft Windows, Microsoft Office, Mac OS and related desktop software.
Ability to foster a collaborative and service oriented work environment.
Demonstrable ability to write and assess requests for proposals (RFPs), service level agreements (SLAs) and related documentation.
PreferredQualifications: (Education and experience)
Master's degree in Information Technology, Information Systems or proven equivalent experience at a large educational research institution.
Five or more years of management experience leading a team that delivers IT support to a diverse group of customers that includes executives.
PreferredCompetencies: (Skills, knowledge, and abilities)
Shown ability to work through complex problems, both technical and functional, to identify both the root cause and recommended solution.
Demonstrated knowledge of computing and networking technologies (Windows and Apple OSX).
Understanding of both network infrastructure and hardware.
As per Northwestern University policy, this position requires a criminal background check. Successful applicants will need to submit to a criminal background check prior to employment.
Northwestern University is an Equal Opportunity, Affirmative Action Employer of all protected classes, including veterans and individuals with disabilities. Women, racial and ethnic minorities, individuals with disabilities, and veterans are encouraged to apply. Hiring is contingent upon eligibility to work in the United States.