Service Desk Team Lead

Duke Careers•Durham, NC

6d•$59,829 - $104,550•Onsite

About The Position

The Pratt School of Engineering is seeking a Service Desk Team Lead to join our IT team supporting faculty, staff, and students. In this role, you’ll serve as a key resource for end-user support while helping guide day-to-day help desk operations. You will play an essential role in ensuring the seamless delivery of technical support services across a dynamic academic environment. You’ll build strong familiarity with the supported user community and managed systems, allowing you to deliver proactive, timely, and customized support. As a Team Lead, you’ll coordinate daily help desk activities, mentor team members, and act as an escalation point for complex technical issues. You’ll also partner closely with leadership to improve processes, enhance documentation, and implement best practices that elevate both the user experience and operational efficiency. This is a hands-on, highly collaborative position where you’ll balance technical troubleshooting, customer service, and team leadership responsibilities—making a direct impact on teaching, learning, and research within the Pratt community.

Requirements

Bachelor’s Degree is required; related field preferred
Generally requires one year of experience, preferably within an academic environment or an organization supporting information technologies in education
OR any other equivalent combination of relevant education and/or experience
Provide physical coverage of the help desk on campus during hours of operation
Ability to occasionally support audio-visual enabled classrooms and meeting spaces

Nice To Haves

Minimum of 5 years of experience in a service desk or end-user support role in a mixed Windows and macOS environment
Some experience providing team leadership, mentoring, or acting as an escalation point for junior staff
Strong hands-on experience with device setup and endpoint management, including imaging, deployment, and lifecycle support for desktops and laptops
Demonstrated commitment to excellent customer service, with the ability to communicate technical concepts clearly to non-technical users
Experience troubleshooting hardware, software, and peripheral issues in a fast-paced support environment
Familiarity with ticketing systems, service level expectations, and incident/request management workflows
Proven ability to prioritize workload, manage multiple requests, and meet response and resolution targets
Ability to document procedures and contribute to knowledge base resources
Working knowledge of Windows and Macintosh operating systems; familiarity with Linux is a plus
Knowledge of end-user and productivity tools (e.g., SCCM, Office 365, Box, OneDrive, Zoom, Google Docs, Teams, VPN)
General understanding of endpoint security concepts
General understanding of networking (VLAN, DNS, DHCP, subnets)
Experience with SCCM and Active Directory Group Policy
Strong analytical and troubleshooting skills
Ability to manage projects, meet deadlines, and adapt to emerging technologies
Self-motivated and goal-oriented, with the ability to work independently or collaboratively
Strong communication skills, including effective phone support and professional customer interactions
Ability to multitask in a fast-paced environment, manage fluctuating workloads, and maintain professionalism under pressure

Responsibilities

Provide end-user support for faculty, staff, and students, including installation, configuration, and maintenance of hardware, software, and network connectivity for departmental and lab computing environments
Install, support, and maintain printers, peripherals, and endpoint devices across supported areas
Serve as Team Lead for help desk operations by coordinating daily activities, monitoring ticket queues, prioritizing workload, and ensuring adherence to service standards and response times
Act as an escalation point for complex technical issues, providing advanced troubleshooting and resolution support
Mentor and support team members, including assisting with onboarding, training, and skill development
Provide first-level troubleshooting and resolution for hardware, software, and network-related issues
Coordinate and manage access to file storage solutions (local, centrally managed, and cloud-based)
Develop, maintain, and deliver training materials, documentation, and knowledge base resources for users and staff
Provide technical support and guidance for audio-visual-enabled teaching and meeting spaces, including training users on conferencing and presentation technologies
Collaborate with IT colleagues across campus to support cross-functional initiatives and ensure alignment with broader technology strategies
Stay informed on emerging technologies, trends, and opportunities to improve systems and services
Advise users on the selection, purchase, and configuration of IT hardware and software
Identify opportunities for process improvement and partner with leadership to implement enhancements that improve service delivery and team efficiency
Perform other related duties incidental to the work described