DSS Service Lead​/Information Technologist

DSS Service Lead

The Service Desk and Access Management teams within RHS Digital Strategies and Services provide first‑level customer support and system access coordination for the Division of Residential and Hospitality Services at Michigan State University. This position is part of a hybrid work team and will begin fully on‑site, transitioning to a hybrid schedule after onboarding and completion of the probationary period.

Reporting to the Service Desk & Access Management Team Manager, the DSS Service Lead will primarily perform the following duties:

• Provide front‑line technical support and assist in coordination of service desk and access management operations, including troubleshooting, ticket management, escalation, and user access processing
• Support ticket quality assurance, maintain ticket templates and forms, and develop internal and external knowledge base content to promote consistent service delivery
• Participate in daily operations, including ticket processing, system and device monitoring, status alert response, and shared mailbox management
• Support access management processes, including request fulfillment, user access audits, and validation of permissions to ensure security and compliance
• Coordinate scheduling and provide day‑to‑day guidance for student staff and on‑call team members, supporting training and consistent service practices

MSU offers an extensive benefits package to its employees including health care, prescription, and dental coverage, a base retirement program with a University matching contribution, basic life insurance, and educational benefits such as a course fee courtesy program and educational assistance. The university provides a strong community and a university‑wide commitment to access, innovation, and excellence.

Knowledge equivalent to that which normally would be acquired by completing a four‑year college degree program; one to three years of related and progressively more responsible or expansive work experience in an information technology area related to the duties to be performed; experience with IT service management practices, including incident and problem management; experience providing Tier 1 technical support, including phone and remote support;

experience with device and asset management; experience managing user access and permissions, including Active Directory; experience with access management processes and security practices; experience supporting quality assurance, documentation, and process consistency; ability to perform basic troubleshooting across hardware, software, and account access issues; strong customer service and communication skills;
Knowledge Center Support (KCS) certification or ability to obtain within 3 months of hire; or an equivalent combination of education and experience.

• Experience with IT service management (ITSM) systems
• Experience with IT device monitoring or dashboard tools
• Knowledge of ITIL 4 principles
• Certification in desktop support or IT support (e.g., HDI Desktop Support Technician, CompTIA A+)
• Experience with Microsoft 365 and related technologies
• Certification or experience in identity and access management
• Experience working with HR systems or processes supporting access and role management

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, citizenship, age, disability or protected veteran status.

MSU strives to provide a flexible work environment and this position has been designated as remote‑friendly. Remote‑friendly means some or all of the duties can be performed remotely as mutually agreed upon.