Team Leader, Tech Central

Pepperdine University•Malibu, CA

9d•$32 - $33•Onsite

About The Position

The Tech Central Team Leader leads a team of technology analysts to meet objectives and key results (OKRs) for desktop support operations at Pepperdine’s Malibu and Calabasas campuses.

Requirements

Bachelor's degree.
Two (2) or more years of providing support to end-users in hardware or software or classroom technologies.
Demonstrates an advanced level of quality customer experience.
Demonstrates an advanced working knowledge of basic hardware and software products.
Demonstrates advanced problem solving/troubleshooting skills.
Advanced knowledge of working with computers and applications in a networked environment.
Experience in the use of major project management and collaboration software.

Nice To Haves

Bachelor's degree in programming/systems or computer science.
Excellent written and verbal communication skills.
Excellent organizational and interpersonal skills needed to work effectively with a wide variety of internal and external resources
Excellent decision-making skills and ability to work under pressure.
Experience in following emerging trends in technology.
Expertise with Asana, Google Workspace, Zoom

Responsibilities

Provides assistance and guidance, through mentorship, for technology analysts and student workers in the Department in order to support University desktop support needs.
Advises on hiring, trains, and manages team of support staff and student workers.
Develops skills and offers experiences that prepare staff for professional careers.
Sets objectives that are aligned with the departmental goal to improve customer service by: Answering the phones at an 85% rate on Monday-Fridays, from 8 AM - 7 PM; Assigning tickets to appropriate technology analyst or group within one hour of receiving them; Closing tickets within 3 business days of their creation (unless escalation or more information is required).
Sets objectives that are aligned with the departmental goal to improve the staff's ability to communicate with customers effectively by: Standardizing telephone scripts and email communications templates; Training staff on appropriate use of those scripts and templates; Monitoring compliance of staff usage of those scripts and templates to ensure professional communication.
Monitors compliance with staff use of remote tools including, but not limited to: remote support software, noise-canceling headsets, and approved Zoom backgrounds.
Provides excellent customer service and support to the students, faculty, and staff by providing solutions to technology challenges relating to the classroom or office environments.
Supports and maintains classroom technologies, including projectors, wall panel controls, Blu-ray players, cabling, and remotes.
Participates in migrations, office moves, major upgrades, and integration testing.
Supports and maintains the university ID card printer infrastructure and point-of-sale system, including registers, scales, receipt printers, and other peripherals.
Research solutions to issues related to technical difficulties encountered by faculty, staff, and students. Includes optimizing Operating Systems, resolving hardware conflicts, and process improvements.
Analyzes data from support requests (in-person, email, support ticket, etc.) to recommend and implement improvements to systems, documentation, training, or other services.
Attends product seminars and courses to broaden individual knowledge of hardware and software.
Takes ownership of assigned projects and plays a proactive role toward the goal of project completion from start to finish.
Estimates time and resources required for tasks and projects.
Reports the status of current projects regularly to supervisor, leadership, and/or stakeholders.
Uses project management software to track, monitor, and measure all projects.
Professionally represents Pepperdine and IT when collaborating with internal and external stakeholders.
Liaises with Application Management, Apple, and European/South American computer resellers to establish the computer procurement process for the international campuses.
Liaises with Application Management to refine the device management license offboarding process, so the university only drops devices from our device management system when a device has been truly offboarded.
Liaises with Audio-Visual Technologies to ensure that all classroom computers at the Calabasas and Malibu campuses remain operational via proactive configuration and testing at least quarterly.
Provides backup support and assistance to other team members.
Collaborates with co-workers and University colleagues on departmental, division-wide, and institutional projects.
Shares process information and makes informal recommendations on how to improve processes and overall job execution within the team/department.
Attends training sessions, vendor presentations, user group meetings, conferences, and seminars.
Engages regularly in individual professional development related activities to remain current with industry technology trends and work processes.
Volunteers to undertake tasks that stretch the employee's capabilities.
Serves on various committees within the Information Technology division.
Participates in external University committees.
Performs other related duties as assigned.
Understands and supports the Christian mission of the University.
Upholds the University mission through team, location, atmosphere, and work performed.