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ILS: Technology Team Leader (S9674X)

Summary, Scope, and Responsibilities

The Student Technology Team Leader is responsible for oversight of and the general operations of the Student Technology Assistants Team, including Team Training, Scheduling, Payroll & Time Sheet Processing, and the monitoring of work shifts/hours. This student leadership position works closely with the Manager of Help Desk Services to ensure departmental policies and procedures are being followed and are consistent throughout the Help Desk Services Student Technology Assistants Team. He or she is also responsible for providing advanced technical support (Tier 3) and knowledge to the Student Technology Assistants Team (Primary) as well as to the students, faculty, and staff (Secondary) of Bates College.

The Technology Team Leader must have a strong aptitude for providing superior customer service and have strong communication, interpersonal, organizational, and documentation skills. He or she must be able to work in a high paced environment with faculty, staff, and students, and be able to fulfill directed tasks within a team setting. He or she must also enjoy troubleshooting, problem solving, and challenges.

Specific responsibilities include, but may not be limited to:

  • Communicates critical information to the Help Desk Services Team, Help Desk Services Support Partners, Management, and the Student Technology Assistants Team
  • Enters data in tracking software
  • Reviews open incidents to ensure proper follow-up, customer contact, and quality assurance standards are being fulfilled
  • Reviews open incidents and provides troubleshooting assistance, and documents recommendations on final resolutions
  • Reviews past and closed incidents for accuracy and consistency, then provides feedback to the Student Technology Assistants Team
  • Analyzes Tier 3 hardware, software, and networking problems, and then decides on actions to be taken
  • Other duties as assigned

 


The Basics


Department: Information and Library Services
Supervisor: Greg Struve
Office Location: Library
Email: gstruve
Pay Grade: X
Hours: 12
Workers: 1

Qualifications, Requirements, and Responsibilities

Requirements


REQUIRED: EXPERIENCE: Student must have previous experience at the Bates College Help Desk. Student must have extensive background in Macintosh and PC operations, including hardware, software, and networking, and experience with supporting the Microsoft Windows Operating Systems family. He or she must also have experience with supporting the Macintosh Operating Systems family and the Microsoft Office Productivity family. This student must also have experience with providing support within an academic environment and be familiar with UNIX operating systems.

Reporting


REPORTS TO: Greg Struve, Manager of Help Desk Services SUPERVISES: Student Technology Assistants Team (30)

Responsibilities


SUPERVISORY RESPONSIBILITIES: • Oversees the Student Technology Assistants Team • Works closely with the Help Desk Services Team and Manager of Help Desk Services to develop and maintain high levels of customer and technical services • Responsible for the planning, creation, maintenance, and continual review of the Student Technology Assistants schedule • Monitors the Student Technology Assistants Team to ensure work shifts and duties are being fulfilled • Organizes Help Desk Services Student Technology Assistants Team meetings • Develops, recommends, and schedules professional growth development for the Student Technology Assistants Team • Reviews timesheets and prepares them for approval

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