Team Leader, Tech

Duties

• LEADERSHIP AND ADMINISTRATION:
  Provides assistance and guidance, through mentorship, for technology analysts and student workers in the Department in order to support University desktop support needs. Advises on hiring, trains, and manages team of support staff and student workers. Develops skills and offers experiences that prepare staff for professional careers. Sets objectives that are aligned with the departmental goal to improve customer service by:
  • Answering the phones at an 85% rate on Monday-Fridays, from 8 AM - 7 PM.
  • Assigning tickets to appropriate technology analyst or group within one hour of receiving them.
  • Closing tickets within 3 business days of their creation (unless escalation or more information is required).
• Sets objectives that are aligned with the departmental goal to improve the staff's ability to communicate with customers effectively by:
  • Standardizing telephone scripts and email communications templates.
  • Training staff on appropriate use of those scripts and templates.
  • Monitoring compliance of staff usage of those scripts and templates to ensure professional communication.
• Monitors compliance with staff use of remote tools including, but not limited to: remote support software, noise-canceling headsets, and approved Zoom backgrounds.
• TRAINING AND SUPPORT:
  Provides excellent customer service and support to the students, faculty, and staff by providing solutions to technology challenges relating to the classroom or office environments. Supports and maintains classroom technologies, including projectors, wall panel controls, Blu-ray players, cabling, and remotes. Participates in migrations, office moves, major upgrades, and integration testing. Supports and maintains the university  printer infrastructure and point-of-sale system, including registers, scales, receipt printers, and other peripherals.
• RESEARCH AND ANALYSIS:
  Research solutions to issues related to technical difficulties encountered by faculty, staff, and students. Includes optimizing Operating Systems, resolving hardware conflicts, and process improvements. Analyzes data from support requests (in-person, email, support ticket, etc.) to recommend and implement improvements to systems, documentation, training, or other services. Attends product seminars and courses to broaden individual knowledge of hardware and software.
• PROJECT MANAGEMENT:
  Takes ownership of assigned projects and plays a proactive role toward the goal of project completion from start to finish. Estimates time and resources required for tasks and projects. Reports the status of current projects regularly to supervisor, leadership, and/or stakeholders. Uses project management software to track, monitor, and measure all projects. Project participation examples include the migration of Micros Simphony to the cloud, upgrading CSGold, upgrading Instant , and upgrading Simphony on a bi-annual basis and working with Device Management on projects to refine our abilities to generate device reports for departments.
• COMMUNICATION AND RELATIONSHIPS:
  Professionally represents Pepperdine and IT when collaborating with internal and external stakeholders. Liaises with Application Management, Apple, and European/South American computer resellers to establish the computer procurement process for the international campuses. Liaises with Application Management to refine the device management license offboarding process, so the university only drops devices from our device management system when a device has been truly offboarded.
  
  Liaises with Audio-Visual Technologies to ensure that all classroom computers at the Calabasas and Malibu campuses remain operational via proactive configuration and testing at least quarterly.
• COLLABORATION:
  
  Provides backup support and assistance to other team members. Collaborates with co-workers and University colleagues on departmental, division-wide, and institutional projects. Shares process information and makes informal recommendations on how to improve processes and overall job execution within the team/department.
• PROFESSIONAL DEVELOPMENT:
  Attends training sessions, vendor presentations, user group meetings, conferences, and seminars. Engages regularly in individual professional development related activities to remain current with industry technology trends and work processes.
• COMMITTEES AND BEYOND
  
  JOB DUTIES:
  
  Volunteers to undertake tasks that stretch the employee's capabilities. Serves on various committees within the Information Technology division. Participates in external University committees. Performs other related duties as assigned.
• UNIVERSITY MISSION:
  Understands and supports the Christian mission of the University. Upholds the University mission through team, location, atmosphere, and work performed.

The above information has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties,…