IT Service Desk Lead Position Available In Mecklenburg, North Carolina

IT Service Desk Lead
University of North Carolina at Charlotte, United States
39 minutes ago

Location:

Charlotte, NORTH

CAROLINA

Job Type:

FullTime

Deadline:

;
Position Information
General Information
Vacancy Open to All Candidates
Employment Type Permanent

• Full-time
  If time-limited, note appointment end date Hours per week 40
  Months per year 12
  Position Number 008051
  NC Salary Grade Equivalency IT05
  Classification Title Technology Support Analyst
• Advanced
  Working Title IT Service Desk Lead
  Salary Range $66,654
• $91,649
  Anticipate Hiring Range $66,654
• $83,317
  FLSA Status Non Exempt
  Division OneIT
  Department Office of OneIT (Adm)
  Work Unit OneIT
• Client Engagement
  Work Schedule 8:00 am
• 5:00 pm; Monday
• Friday with occasional evening and weekend hours required, as necessary.

Primary Purpose of Position The IT Service Desk Lead is responsible for assisting the IT Service Desk Manager with managing the operations of the Service Desk, which supports the University’s mission. This role is crucial to ensuring customer requirements are met in terms of communication, prioritizing, escalating and resolving incidents and requests. The IT Service Desk Lead provides leadership, training, and mentoring to both full-time staff and student employees of the Service Desk and drives a culture of continual process improvement within the IT Service Desk Teams.

Minimum Education/Experience Required Minimum Qualifications:

Associate’s degree in Computer Information Technology, computer Technology Integration, Networking Technology, or related area and three years of experience in the information technology field related to the position’s role; or Bachelor’s degree from an appropriately accredited institution and two years experience in the information technology field related to the position’s role; or Bachelor’s degree in computer science, computer engineering, math or engineering or related technical degree from an appropriately accredited institution; or an equivalent combination of education and experience.

University Preferred Qualifications:

Graduation from a four-year college or university and two and one-half years of experience in the information technology field related to the position’s role; or graduation from a two-year technical college with a major in computer science, information technology, and two and one-half years of information technology experience. Related information technology experience may be substituted on a year-for-year basis for the required education.
Essential Job Duties Manage the Service Desk student technician staff of approx. 30 students annually, including recruitment, training, scheduling, coaching, discipline, and timesheet approvals.
Manage student employment budget for the Service Desk; consult with Service Desk Manager on technician salaries and raises.
Manage and supervise students working at the Call Center location, providing guidance on phone calls, remote access, portal and chatbot.
Manage the day-to-day operations of the IT Walk-Up Centers which may be staffed by students and/or full-time staff and includes evening and weekend hours.
Train, coach, and manage ~5 senior student technicians who help supervise the student staff during extended night and weekend hours.
Develop solutions and form ad hoc work groups to analyze problems and communicate solutions effectively.
Able to organize and lead complex and/or detailed technical procedures.
Lead TeamDynamix incidents and requests to resolution.
Partner with other OneIT teams to perform root cause analysis on chronic issues.
Lead technical change implementations.
Assist the Service Desk Manager with full-time staff deliverables.
Manage full-time staff in the absence of the Service Desk Manager.
Other Work Responsibilities Departmental Preferred Experience, Skills, Training/Education Experience managing student workers
Experience with TeamDynamix
Previous Service Desk experience preferably with OneIT
Necessary Licenses or Certifications Work Location Kennedy
Posting date 04/29/2025
Closing date 05/13/2025
Proposed Hire Date 05/12/2025
Contact Information Special Notes to

Applicants UNC Charlotte Benefits Information:

hr.charlotte/benefits
The finalist may be subject to a criminal background check and/or motor vehicle report.
Please upload reference information, including ​names, position titles, and company/institutions, phone numbers, and email addresses of at least ​two​ current/previous supervisors.
The Search Committee will not contact references without first verifying permission with the finalist.
Please ensure your full range of knowledge, skills, abilities, experience, and education are listed on your application.
Do not write ‘see resume’ on your application when completing the job duties section.
Please ensure your answers to the supplemental questions reflect the experience listed on your job application. (see the job duties section of previous employment).