The Technical Support Specialist Team Lead works in Princeton University’s central IT Support and Operations Center (SOC) to provide technical support to members of the Princeton University community including faculty, students, alumni, parents and staff. The team lead supervises the staff providing support for incident, major incident, request, and knowledge management. As the lead for a support team, this role oversees team and individual performance, coordinates the support schedule, administers quality management and coaches staff to individual and team improvement. The position participates in on-call rotation to address emergent situations that happen during off-hours.
The position supports service management processes, including incident and major incident management handling, capturing demand for incident resolution and service requests, and emphasizing the use of metrics and quality when reviewing team and individual performance. The team lead is also responsible for analyzing information and making recommendations for continual service improvements.
Responsibilities
Scheduling and Directing Work
Quality Assurance, Staff Development and Coaching
Service Management
Reporting
Knowledge Management
Qualifications
Essential Qualifications
Preferred Qualifications
Princeton University is an Equal Opportunity/Affirmative Action Employer and all qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity or expression, national origin, disability status, protected veteran status, or any other characteristic protected by law. EEO IS THE LAW
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