Help Desk Team Lead

best-in-class SaaS capabilities and delivers insights needed now and into the future. These solutions and services span the entire student lifecycle, including data-rich tools for student recruitment, enrollment, and retention to workforce analytics, fundraising, and alumni engagement. Ellucian's innovative solutions, vast ecosystem of partners and user community of more than 45,000 provides best practices leading to greater institutional success and achieving better student outcomes.

About the Opportunity

Work Schedule & Location

• Location: Onsite at Oakwood University
• Schedule: 5 days per week onsite
• Business Casual attire
• Hours:
  • Monday-Thursday: 8:00 AM - 5:30 PM
  • Friday: 8:00 AM - 12:00 PM

As a Help Desk Team Lead, this position leads the Oakwood University Information Technology (OUIT) User Services team in day-to-day service desk operations, including technical support, ticket prioritization, escalation handling, staff guidance, and student worker coordination. This is an onsite, customer-facing role that requires the incumbent to lead by example.

In addition to advanced Tier 3 support, this role carries functional responsibility for identity and access support, endpoint governance, documentation standards, and process improvement aligned with ITIL/ITSM and applicable security frameworks. The Team Lead is expected to model punctuality, reliable attendance, professional integrity, accountability, sound judgment, and composure under pressure.

Where you will make an impact

Team Lead and Supervisory

• Lead day-to-day User Services operations, including service desk workflow, ticket prioritization, escalation handling, and workload coordination in alignment with CIO direction.
• Delegate work to Support Technicians and student workers based on priority, skill set, workload, and coverage needs.
• Serve as the first-level escalation point for complex, sensitive, or high-priority tickets; escalate matters to the CIO when appropriate.
• Provide technical guidance, mentoring, training, and quality checks to improve team performance and ticket resolution standards.
• Lead team stand-ups, briefings, or operational check-ins as directed.
• Identify recurring support issues and recommend systemic improvements that reduce repeat incidents and improve service desk efficiency.
• Model punctuality, professional integrity, reliable attendance, accurate timekeeping, truthful status reporting, and readiness during scheduled coverage periods.
• Prioritize competing incidents, requests, projects, and operational responsibilities while maintaining composure, professionalism, and timely communication of blockers, risks, and service impacts.

Technical Support

• Provide advanced Tier 3 technical support and troubleshooting for OUIT-supported systems, hardware, software, peripherals, and user productivity tools.
• Advise, train, and assist faculty, staff, students, and guest lecturers, ensuring timely and professional responses to service requests and concerns.
• Resolve complex issues using remote diagnostic/remediation tools or onsite support at user locations.
• Test and evaluate proposed software and hardware for efficiency, reliability, compatibility, and supportability.
• Assist network/systems and applications teams with end-user connectivity, stability, application, and device issues.
• Support VoIP services and associated devices.
• Provide onsite and event support, including occasional after-hours coverage during peak university operations.

Identity, Access, and Endpoint Management

• Manage Active Directory user and computer objects, network print services, and assigned identity/access workflows, including access auditing and user lifecycle tasks.
• Manage centralized operating system deployment and endpoint management platforms, such as SCCM, WDS, Jamf, Intune, WSUS, or equivalent tools.
• Support endpoint patching, MFA enforcement, Windows compliance upgrades, and endpoint security initiatives.
• Develop and maintain endpoint standards for OUIT assets, including configuration, deployment, lifecycle, and documentation requirements.

Asset Inventory and Compliance

• Develop and maintain accurate inventory records for end-user IT equipment.
• Support Snipe-IT governance, device lifecycle tracking, and asset compliance requirements.
• Supervise and support major computer system, laptop, and similar deployment projects.

Documentation, Reporting, and Development

• Create and maintain process documentation, knowledge base articles, and self-help resources for training, awareness, and team consistency.
• Produce ticket trend reports and identify patterns that may require corrective action or service improvement.
• Implement desktop standards and best practices; contribute to Service Desk strategy and the System Security Plan as directed.
• Contribute to annual work plans, learning plans, policy development, and assigned projects.
• Maintain ongoing professional development through certifications, technical training, and industry awareness.
• Model the documentation and communication standards expected of the User Services team.

What you will bring

• 2+ years of related technical support experience at a Tier 2 or Tier 3 level.
• Demonstrated leadership, mentoring, training, or team coordination experience.
• Advanced troubleshooting experience with Windows and Apple computers, including hardware, software, peripherals, and end-user productivity systems.
• Experience using a service desk platform; ServiceNow experience preferred.
• Working knowledge of Active Directory, Microsoft user/device management, endpoint deployment, patching, network printing, and common end-user support tools.
• Proven ability to communicate technical issues clearly to non-technical stakeholders and maintain accurate ticket documentation.
• Demonstrated record of punctuality, reliable attendance, schedule adherence, professional integrity, and consistent follow-through in an onsite, customer-facing environment.
• Proven ability to manage time and stress effectively, prioritize competing incidents, requests, and projects, communicate blockers early, and maintain service quality under pressure.
• Experience with incident management, root cause analysis, customer service excellence, and process improvement.
• Exposure to governance, risk, compliance, ITIL/ITSM, or related operational frameworks.
• CompTIA A+, Network+, Security+, or equivalent certification.
• Ability to work onsite 5 days per week and reliably report ready to work at scheduled start times.
• Ability to traverse campus, work around/under desks and equipment, and move equipment weighing up to 50 lbs.

Extra credit

• Experience in a higher education environment.
• Familiarity with ITIL, ADKAR, and structured change management practices.
• Familiarity with Microsoft user and device management, Group Policy Objects, Jamf, Intune, SCCM, WDS, WSUS, or similar endpoint management platforms.
• Additional industry certifications relevant to service desk, endpoint management, cybersecurity, identity/access management, or ITSM.
• Experience supporting campus events, classroom technology, or academic operations.

What makes #Ellucianlife

• Comprehensive health coverage: medical, dental, and vision
• Flexible time off
• Thrive Flex Lifestyle Account (LSA) that allows you to contribute towards your health, financial or learning interests
• 401k w/ match & BrightPlan - to help you save for the future
• Parental Leave
• 5 charitable days to support the community that supports us
• Telemedicine
• Wellness
  • Headspace Care (mental health)
  • Wellbeats (virtual fitness classes)
• RethinkCare & Wellthy- caregiver support
• Diversity and inclusion programs which provide access to internal employee resource groups
• Employee referral bonuses to encourage the addition of great new people to the team
• We Foster a learning culture with:
  • Education Assistance Program
  • Professional development opportunities
  • LinkedIn Learning