Virtual Technologies Group

The IT Service Desk Administrative Team Lead is responsible for the daily management and leadership of a team of 10–12 Service Desk Analysts, ensuring the delivery of exceptional and high-quality IT support services to the higher education university community.

Requirements

• Bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent practical experience.
• Minimum of 3+ years of experience in IT support, with at least 1-2 years in a formal or informal leadership/supervisory role within a Service Desk environment.
• Strong working knowledge and understanding of ITIL practices (Incident Management, Request Fulfillment, Knowledge Management).
• Proven ability to manage, motivate, and develop a team of technical support professionals.
• Experience using: Service Now ITSM, Power BI, D2L Brightspace, Ellucian Banner, telephony solutions (RingCentral, Five9), Microsoft 365, desktops, laptops, Windows OS 10 & 11, LogMeIn Rescue.

Benefits

• Medical insurance plans
• Dental insurance
• Vision insurance
• Health savings accounts (HSA)
• Flexible spending accounts (FSA)
• Life insurance
• Short and long-term disability insurance
• Paid time off and holidays
• 401(k) with employer match