Service Desk Team Lead

Service Desk Team Lead

Location:

Pratt School of Engineering, Duke University. The role seeks a Service Desk Team Lead to serve as a key resource for end‑user support while guiding day‑to‑day help desk operations. Responsibilities include technical troubleshooting, customer service, and team leadership, with a direct impact on teaching, learning, and research within the Pratt community.

• Provide end‑user support for faculty, staff, and students, including installation, configuration, and maintenance of hardware, software, and network connectivity for departmental and lab computing environments.
• Install, support, and maintain printers, peripherals, and endpoint devices across supported areas.
• Serve as Team Lead for help desk operations by coordinating daily activities, monitoring ticket queues, prioritizing workload, and ensuring adherence to service standards and response times.
• Act as an escalation point for complex technical issues, providing advanced troubleshooting and resolution support.
• Mentor and support team members, including onboarding, training, and skill development.
• Provide first‑level troubleshooting and resolution for hardware, software, and network‑related issues.
• Coordinate and manage access to file storage solutions (local, centrally managed, and cloud‑based).
• Develop, maintain, and deliver training materials, documentation, and knowledge base resources for users and staff.
• Provide technical support and guidance for audio‑visual‑enabled teaching and meeting spaces, including training users on conferencing and presentation technologies.
• Collaborate with IT colleagues across campus to support cross‑functional initiatives and ensure alignment with broader technology strategies.
• Stay informed on emerging technologies, trends, and opportunities to improve systems and services.
• Advise users on the selection, purchase, and configuration of IT hardware and software.
• Identify opportunities for process improvement and partner with leadership to implement enhancements that improve service delivery and team efficiency.
• Perform other related duties incidental to the work described.

• Bachelor’s degree required; related field preferred.
• Generally one year of experience, preferably within an academic environment or an organization supporting information technologies in education.
• OR any equivalent combination of relevant education and/or experience.

• Minimum of five years of experience in a service desk or end‑user support role in a mixed Windows and macOS environment.
• Experience providing team leadership, mentoring, or acting as an escalation point for junior staff.
• Strong hands‑on experience with device setup and endpoint management, including imaging, deployment, and lifecycle support for desktops and laptops.
• Demonstrated commitment to excellent customer service, with the ability to communicate technical concepts clearly to non‑technical users.
• Experience troubleshooting hardware, software, and peripheral issues in a fast‑paced support environment.
• Familiarity with ticketing systems, service level expectations, and incident/request management workflows.
• Proven ability to prioritize workload, manage multiple requests, and meet response and resolution targets.
• Ability to document procedures and contribute to knowledge base resources.
• Working knowledge of Windows and Macintosh operating systems; familiarity with Linux is a plus.
• Knowledge of end‑user and productivity tools (SCCM, Office 365, Box, One Drive, Zoom, Google Docs, Teams, VPN).
• General understanding of endpoint security concepts.
• General understanding of networking (VLAN, DNS, DHCP, subnets).
• Experience with SCCM and Active Directory Group Policy.
• Strong analytical and troubleshooting skills.
• Ability to manage projects, meet deadlines, and adapt to emerging technologies.
• Self‑motivated and goal‑oriented, with ability to work independently or collaboratively.
• Strong communication skills, including effective phone support and professional customer interactions.
• Ability to multitask in a fast‑paced environment, manage fluctuating workloads, and maintain professionalism under pressure.

• Provi…