Job Information
University of Massachusetts Service Desk Team Member in Amherst, Massachusetts
Service Desk Team Member Job Summary The Service Desk Team Lead is responsible for managing the delivery of high-quality technical support to the UMass Amherst community, including students, faculty, and staff. This includes monitoring performance across multiple support channels (in-person, phone, email, web, and chat), ensuring accurate documentation in the Service Desk ticketing system, and guiding staff in the use of sound judgment when analyzing and resolving IT account and technology-related issues. The supervisor provides coaching and feedback, supports professional development, ensures adherence to service standards, and facilitates appropriate escalation and referral processes. Additionally, the supervisor collaborates with other IT units to improve service delivery and contributes to continuous improvement initiatives Minimum Qualifications A high school diploma or equivalent with six (6) years of experience developing, supporting, or managing IT applications or an Associate?s degree with four (4) years of experience developing, supporting, or managing IT applications and operations, or a Bachelor?s degree in an IT related concentration with two (2) years of experience developing, supporting or managing IT applications or operations. IT-related customer service experience. Excellent analytical skills and ability to plan, recommend, implement and monitor effective and efficient processes and to identify problems and implement solutions. Expertise with operating systems for personal computers and industry-standard office tools. Demonstrated ability to learn new technologies and software quickly, without formal training. Excellent analytical skills and ability to plan, recommend, implement and monitor effective and efficient processes and to identify problems and implement solutions. Demonstrated ability to work well in a team environment. Strong written and oral communication skills. Excellent organizational skills and flexibility to effectively manage multiple, emerging and changing priorities. Ability to meet the demands of a complex environment where timeliness and availability of information is considered critical. ? Ability to provide training as required to Service Desk staff. Preferred Qualifications Experience or certification with MCSE, ACMT, or A+.? Supervisory Experience. Working Conditions Work is performed in a standard office or indoor university environment and involves minimal physical exertion. Work Schedule and Work Arrangement Monday-Friday, 37.5 hours per week Special Instructions for Applicants Along with the application, please submit a resume. References will be checked at the finalist stage, please be prepared to provide contact information for three (3) professional references.