IT Support Center Call Center Lead

Virginia Commonwealth University•Richmond, VA

11d•$74,800 - $93,500•Hybrid

About The Position

Technology Services is seeking a dynamic, people-first leader to join our IT Support Center as a Call Center Lead. If you thrive in a fast-paced environment, take pride in building high-performing teams, and are passionate about delivering exceptional IT support to students, faculty, and staff, we encourage you to apply. Virginia Commonwealth University (VCU) Technology Services is the central IT organization powering the academic, research, and administrative missions of a major public research university. We deliver scalable, secure, and innovative technology solutions to the entire VCU community — 24 hours a day, 7 days a week, 365 days a year. The IT Support Center Call Center Lead directs day-to-day call center operations and supervises assigned staff to deliver high-availability, 24/7/365 IT support to the VCU community. This role ensures staff follow established procedures, possess the knowledge and skills to resolve issues effectively, and receive ongoing coaching, resources, and training. The Lead monitors service quality, provides actionable feedback to management, and drives continuous improvement across phone, chat, email, and remote desktop support channels. In coordination with ITSC leadership, this position fosters a motivated, well-informed team capable of delivering mission-critical IT support and, as needed, offering direct consultative and technical assistance to end users.

Requirements

Bachelor’s degree in information systems or related discipline, or equivalent work experience.
Demonstrated management and supervisory abilities.
Demonstrated organizational skills and the ability to work in a fast-paced and dynamic environment
Demonstrated ability to communicate and work effectively with both non-technical customers and with staff and coworkers in a team environment to provide technical support, documentation, consultation, and training in software applications and procedures
Demonstrated knowledge of customer service skills and the ability to investigate the customer’s needs pertaining to any aspect of the university and its resources
Demonstrated knowledge of IT Concepts and terminology, network fundamentals, and information security best practices and methods
Demonstrated ability to diagnose and resolve common desktop software, hardware, and communication issues, including the ability to use enterprise troubleshooting tools.
Demonstrated knowledge of: operating systems such as Windows and Apple; mobile technologies including but not limited to iOS and Android; support software applications including but not limited to Microsoft Office, email clients, web browsers
Demonstrated ability to work in and foster an environment of respect, professionalism and civility with a population of faculty, staff, and students from all backgrounds and experiences, or a commitment to do so as a staff member at VCU.

Nice To Haves

Several years of experience in a customer service role, including support, installation, troubleshooting, and consulting with users of varying levels of knowledge.
Experience working in higher education
Desired IT certifications are ITIL Foundations v4, KCS Fundamentals v6, CompTIA A+, MCP, and HDI Support Center Team Lead.
Demonstrated management and supervisory abilities in a help desk or call center environment.

Responsibilities

Directly supervise up to one full-time and up to 12 part-time employees
Set clear performance expectations aligned with Technology Services goals
Conduct monthly one-on-one feedback meetings and complete annual evaluations by established deadlines
Identify and address KSA gaps through continual training and coaching
Document and resolve performance issues promptly
Manage staff scheduling across all shifts, including after-hours coverage and adequate staffing levels
Serve as on-call contact per rotation and backup to peer ITSC Leads
Represent the team at departmental meetings and support individual career development goals
Track KPIs and share relevant metrics with staff
Lead call center support operations, including staff management and phone, chat, email, and remote desktop support
Manage the Contact Center as a Service (CCaaS) platform, including call flow configuration, IVR adjustments, and ongoing optimization to ensure efficient call routing
Actively monitor the call queue to minimize wait times and reduce abandoned calls
Provide direct technical support to the university community as needed and meet ITSC-defined support metrics
Ensure all interactions are tracked, documented, and followed up via customer satisfaction surveys
Represent ITSC at Change Advisory Board (CAB) meetings
Contribute to cross-functional projects and initiatives as assigned