Technical Support Specialist Lead

Department: IT Technology Support Svcs
Salary/Grade: ITS/79

Target hiring range for this position will be between $80,297 - $95,000 per yea. Offered salary will be determined by the applicant's education, experience, knowledge, skills and abilities, as well as internal equity and alignment with market data.

Job Summary:

Leads projects designed to accomplish an organizational area's systems requirements in regard to workplace endpoint technology. Develops, schedules and coordinates activities ensuring adherence to NU standards and information systems goals and objectives. Coordinates and ensures completion of contracted work. Oversees staff completing orders and repairs on a daily basis per University standards.

Core desktop operating systems including Microsoft Windows 7, 8,10, and 11 Macintosh OS X as well as Microsoft Exchange, Microsoft Office Suite and other desktop productivity applications. Dell, Lenovo, and Apple desktops, laptops and tablets.

Specific Responsibilities:

Strategic Planning

• Researches and anticipates industry change and impact on workplace endpoint technology.
• Analyzes user's computing environment and recommends or coordinates changes as necessary
• Determines work strategies and assignments to meet department workload.

Administration

• Prioritizes and assigns work to staff.
• Mentors, trains, evaluates performance, and conducts annual performance reviews.
• Assist staff in answering questions or supporting faculty and staff.
• Consults with users to assess needs and provide guidance and support regarding workplace endpoint technology.
• Manages change through collaboration with staff organizations, administrative units and other invested University service divisions.
• Develops project plans and partners with users to prioritize projects, daily work, and plans for future initiatives.
• Utilize information technology systems to meet specific client goals.

Development

• Leads projects partnering with users to deliver optimum service in regard to installation and maintenance of workplace endpoint technology.

Performance

• Leads projects to diagnose and resolve complex problems, questions and inquiries from clients using judgment and extensive experience.
• Demonstrates application of advanced knowledge of skills, methods, practices, policies, and procedures.
• Independently plans and prioritizes project and operational work.

Supervises

• Provides work direction and/or supervises staff such as team members, subordinates, contractors, vendors, students, etc.
• Recommends staff hires/terminations.
• Coaches and mentors staff.
• Manages projects ensuring timelines and deliverables are met and meet expectations.

Miscellaneous

Performs other duties as assigned.

Minimum Qualifications:

• Successful completion of a full 4-year course of study in an accredited college or university leading to a bachelor's or higher degree; OR appropriate combination of education and experience.
• 5 years' experience in technical support, or user service, in an information technology environment or other relevant experience required.
• Work history demonstrating increasing levels of responsibility and leadership.
• Experience as both an end-user and administrator in service areas such as user support, desktop support, help desk management, and documentation or other relevant experience required.

Benefits:

At Northwestern, we are proud to provide meaningful and competitive benefits. The available benefits package for this position will include health, dental, vision, disability, and life insurance; paid vacation and holidays; paid medical/sick and parental leave; tuition benefits for the employee and dependents; pre-tax and flex spending accounts for commuting and dependent care; generous retirement savings options; and wellness programs. For a comprehensive overview of available benefits, including eligibility details, visit us at https://www.northwestern.edu/hr/benefits/index.html to learn more.

Work-Life and Wellness:
Northwestern offers comprehensive programs and services to help you and your family navigate life's challenges and opportunities, and adopt and maintain healthy lifestyles.
We support flexible work arrangements where possible and programs to help you locate and pay for quality, affordable childcare and senior/adult care. Visit us at https://www.northwestern.edu/hr/benefits/work-life/index.html to learn more.

Professional Growth & Development:
Northwestern supports employee career development in all circumstances whether your workspace is on campus or at home. If you're interested in developing your professional potential or continuing your formal education, we offer a variety of tools and resources. Visit us at https://www.northwestern.edu/hr/learning/index.html to learn more.

Northwestern University is an Equal Opportunity Employer and does not discriminate on the basis of protected characteristics, including disability and veteran status. View Northwestern's non-discrimination statement. Job applicants who wish to request an accommodation in the application or hiring process should contact the Office of Civil Rights and Title IX Compliance. View additional information on the accommodations process.