IT Service Desk Team Lead - 2nd Shift

IT Service Desk Team Lead - 2nd Shift Posting Details

Internal Title | IT Service Desk Team Lead - 2nd Shift

Position Type | Classified

Faculty / Non-Faculty / Administration | Non-Faculty

Pay Band | TEC
06

Level |

Department | IT Support Services

Job Purpose | The IT Service Desk Team Lead provides strategic leadership and organizational support, collaborating with the IT Service Manager to oversee day-to-day operations during evening and weekend hours. This position plays a key role in managing a team of permanent and student technicians who deliver extensive and intricate hardware and software support to faculty, staff, and students across the College of Charleston campus.

Additionally, the Team Lead provides expert-level, hands‑on support for hardware and software issues as required.

Minimum Requirements | A bachelor’s degree and relevant experience are required. Alternatively, relevant experience may substitute for the degree on a year-for-year basis. Preferred qualifications include certifications in Dell and Mac systems. Candidates with an equivalent combination of experience and/or education are encouraged to apply.

Required Knowledge,

Skills and Abilities

| Exceptional written and verbal communication skills are essential. A thorough understanding of contact center-based support and ticketing systems within a team environment is required. The ability to analyze data and develop solutions for complex computing issues is also necessary. Prior supervisory experience is preferred.

Additional Comments Regarding Position | This position requires availability for evening and weekend hours (Tuesday – Saturday 2:00 pm – 10:00 pm). The employee must be willing to work during these times and participate in on-call support after hours. Occasional travel may also be required.

Salary |
* 66,400 - 67,000

Posting Date | 08/25/2026

Closing Date | 09/08/2026

Benefits | Insurance:
Health/Dental/Vision Life Insurance Paid Leave:
Sick/Annual/Parental Retirement Long Term Disability Paid Holidays Free CARTA Bus Service Employee Tuition Assistance Program (ETAP) Employee Assistance Program (EAP) Full Benefits Package –

Open Until Filled | No

Posting Number | 2026134

EEO Statement | The College of Charleston is an equal opportunity employer and does not discriminate against any individual or group on the basis of sex, gender (including gender identity and/or expression), pregnancy, race, religion, color, national origin, age, disability, military or veteran status, sexual orientation, genetic information, and other classifications protected by applicable federal, state, and local laws. For more information, please visit eop.cofc.edu.

Activity | Diagnoses and resolves intricate technical issues involving PCs, Apple computers, printers, scanners, and other peripherals with a high level of quality and efficiency. Delivers first-line IT Service Desk support via telephone, email, and chat, addressing client inquiries and issues. Identifies opportunities for improvement within the IT ticketing system to enhance service efficiency and client satisfaction. Ensures comprehensive documentation and follow-up for all support activities.

Installs and configures client software as needed. Oversees online activities related to distance learning and provides support for the College’s Learning Management System. Manages and resolves issues related to client connectivity with the College VPN.

Essential or Marginal | Essential

Percent of Time | 30

Activity | Oversees the daily operations of IT Service Desk technicians and student technicians, providing hands‑on management and guidance. Coaches technicians on best practices in customer service to enhance client interactions. Monitors service performance to ensure adherence to…