IT Help Desk Team Lead Job Lawrence area,Kansas USA,IT/Tech

Position Overview

The IT Help Desk Team Lead provides leadership for training strategy, service quality, and daily operations of the KU IT Help Desk. This role develops and delivers student employee training, monitors and improves service performance, and resolves escalated technical and customer service issues.

The position combines hands‑on operational support with strategic oversight of training programs, documentation, and service delivery to ensure consistent, high‑quality support across all channels. This role partners with the IT Help Desk Manager and Team Leads to identify and implement improvements that enhance training effectiveness and overall service outcomes.

KU is not able to provide H-1B sponsorship for this position. Training & Quality (60%)

Develop and maintain training programs and materials for student employees.
Evaluate training effectiveness and implement improvements based on feedback and observation.
Monitor support interactions to ensure adherence to policies, procedures, and service standards.
Coach student employees on technical troubleshooting and customer service skills.
Collaborate on training for new services, tools, and system changes.

Operations & Administration (35%)

Supervise student employment processes, including hiring, onboarding, coaching, and corrective action.
Manage student payroll, budget tracking, and related administrative records.
Monitor queues and staffing to meet service levels; provide direct support during high-volume periods.
Troubleshoot and resolve Tier I issues and escalated cases; document all work in the ticketing system.

Other Duties (5%)

Perform additional duties as assigned.

Position Requirements

Must have a valid driver’s license by time of appointment.

Required Qualifications

High School Diploma/GED and three (3) years of relevant experience.

One (1) year of technical support experience in an IT help desk, service desk, call center, or desktop support environment.

One (1) year of direct customer service experience (in-person, phone, or electronic support).

One (1) year of experience working in a structured team environment following established procedures or service expectations.

Preferred Qualifications

Two (2) or more years of IT Help Desk or Service Desk experience.

One (1) or more years of IT support experience in a higher education or enterprise environment.

One (1) or more years of experience training, onboarding, or mentoring staff or student employees.

One (1) or more years of experience providing coaching or performance feedback.

Experience supporting Windows operating systems and enterprise applications (e.g., Microsoft 365, Teams, Zoom).

Experience using an IT ticketing or service management system (e.g., Team Dynamix, Service Now, Jira).

Experience performing administrative tasks related to staffing, payroll, scheduling, or compliance.

The University of Kansas prohibits discrimination on the basis of race, color, ethnicity, religion, sex, national origin, age, ancestry, disability, status as a veteran, sexual orientation, marital status, parental status, gender identity, gender expression, and genetic information in the university's programs and activities. Retaliation is also prohibited by university policy. The following person has been designated to handle inquiries regarding the nondiscrimination policies and is the Title IX coordinator for all KU and KUMC campuses:
Associate Vice Chancellor for the Office of Civil Rights and Title IX, civil rights, Room 1082, Dole Human Development Center, 1000 Sunnyside Avenue, Lawrence, KS 66045, , 711 TTY.

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