Team Lead - HelpDesk Support

Columbia Southern University is seeking a Team Lead for HelpDesk Support in Orange Beach, AL (onsite). This role oversees day-to-day helpdesk activities, supports escalated technical incidents, and partners with a third-party after-hours technical support provider to maintain reliable student access to IT services.

Key Responsibilities

• Manage staff scheduling and timekeeping for the HelpDesk Support team, including time-off requests and maintaining appropriate staffing levels.
• Ensure tickets are created for every contact and that each ticket is correctly categorized.
• Coordinate regularly with a third-party, after-hours technical support provider and review their call performance to help ensure students receive appropriate assistance.
• Provide feedback to the Assistant Director of Technical Support by recommending improvements to processes, procedures, and services that support access, functionality, and continuity of IT systems.
• Report team effectiveness and identify performance and/or employee relations concerns by communicating issues to the manager for appropriate resolution.
• Serve as a point of accountability for escalated technical incidents, resolving complex issues and sharing technical expertise.
• Promote, maintain, and enhance workplace culture within the Technical Support department and the university.

Required Qualifications

• Knowledge of desktop hardware, PC and Mac operating systems, software applications, basic network connectivity, and technical troubleshooting methods.
• Knowledge of customer service principles and the ability to model and promote CSU’s Exceptional Service standards.
• Ability to coordinate staff schedules, review timekeeping records, manage time-off requests, and maintain appropriate HelpDesk coverage.
• Skill in monitoring ticket activity to ensure all support contacts are documented, accurately categorized, prioritized, and addressed promptly.
• Skill in troubleshooting escalated technical issues using logical analysis, research, and sound judgment to implement effective resolutions.
• Ability to communicate technical information clearly to individuals with varying technical knowledge through active listening, effective questioning, and professional written communication.
• Ability to coordinate with third-party support providers, review call performance, and communicate service concerns to support consistent, quality assistance.
• Ability to assess team effectiveness, identify process improvements, and recognize performance or employee relations concerns, communicating findings and recommendations to management.
• Ability to interpret technical documentation, apply procedures, and prepare accurate support records, reports, and correspondence.
• Ability to lead by example, share technical expertise, foster collaboration and a positive workplace culture, and manage competing priorities with attention to detail.
• High school diploma or equivalent required; at least two years of previous technical support skills and experience for this position at CSU or elsewhere preferred.
• A+, Network+, or other certifications are a plus, but not required.
• Proficient knowledge of PC/Mac repair, operating systems, basic networking, and troubleshooting skills preferred.

Technology and Tools

• Microsoft Word, Excel, Outlook
• Blackboard
• PC operating systems and Mac operating systems
• Basic network connectivity

Pay Transparency

In accordance with applicable state and local pay transparency laws, applicants who reside in a jurisdiction with designated pay transparency requirements and for whom this position is available on a remote basis may be entitled to receive additional information regarding the compensation range and benefits associated with this role.

Supervision

There are no supervisory responsibilities for this position.

Work Environment

The work environment is climate-controlled within a cubicle setting. The role is mostly sedentary, with frequent sitting, occasional walking and lifting, and frequent near vision use for reading and computer activities. Noise level is generally moderate.

Equipment Used

• Office equipment including computers, telephones, printers, faxes, and copiers.
• Software used includes Microsoft Word, Excel, Outlook, Blackboard, and internal database software.

Additional Information

Additional duties may be assigned.