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POSITION SUMMARY: 

Under the general direction of the Director of Customer Service or designee, the Team Leader, IT Help Desk is responsible for all aspects of UMass Medical School’s (UMMS) IT Help Desk. The Team Leader develops and executes customer engagement strategies that both satisfy our customer’s technology needs and demonstrate IT’s desire to serve the needs of the greater UMMS constituency.

The Team Leader role leads the effort to ensure customer satisfaction with all IT services through direct interaction with those customers.  The Help Desk is the first point of contact for IT customers.  In order to best serve our customers, it is essential that IT Help Desk team members demonstrate a positive, engaging work ethic.  Hiring and retaining talented Help Desk analysts and fostering a customer-oriented atmosphere is essential for this role.  The Team Leader, IT Help Desk ensures that their team stays up to date on the latest IT service offerings in order to provide timely and accurate customer service.

ESSENTIAL FUNCTIONS:

• Responsible to hire, train, schedule, oversee, and evaluate Help Desk staff performance
• Establish and execute programs that create an engaging workplace for Help Desk analysts
• Provide a hands-on approach to train Help Desk analysts in both technical and customer service skills
• Ensure that access to the Help Desk is simple and fast. That access includes walk-up, telephone, email and web portal access.
• Manage escalated situations both with customers and within IT to both speed solutions for our customers, and to ensure that UMMS Civility policies are maintained
• Monitor incident trends and anticipate potential problems for proactive resolution
• Analyze trends with customer requests using ServiceNow. Identify consistent problem areas, and devise and deliver solutions to enhance quality of service and to prevent future problems
• Identify, evaluate, and recommend technologies for business and process improvement
• Document commonly requested technology questions (FAQs) and publish the questions and recommended solutions where customers can easily find them
• Ensure that the Help Desk operating budget is met each fiscal year
• Recruit and retain qualified and customer-oriented staff
• Pro-actively suggest and/or implement services that improve customer service
• Monitor projects to ensure completion on schedule and within budget
• Ensure that intra-IT communication and cooperation are constructive for both the IT department and its customers
• Perform other duties as required.

REQUIRED QUALIFICATIONS:

• 3 years of experience in Information Technology, preferably in a Customer Service role
• Demonstrated ability to lead people and shape a positive work culture
• Strong operational and functional knowledge of IT ticketing system
• Strong analytical and problem-solving skills
• Excellent written, oral, and interpersonal skills with a focus on listening and questioning skills
• Team oriented and skilled in working within a collaborative environment
• Ability to prioritize and execute tasks in a high-pressure environment
• Must be flexible and able to adapt to quickly change priorities
• Ability to travel to off-site locations

PREFERRED QUALIFICATIONS:

• Demonstrated experience with ServiceNow
• Management experience in a technical environment