Tier 1 Team Lead

UNC-Chapel Hill • Chapel Hill, NC

1d • Hybrid

About The Position

This position is an internal posting for current UNC-Chapel Hill employees (permanent, time-limited, direct hire temporary, UTS, and layoff priority candidates). The role may be eligible for a hybrid work arrangement, potentially including a partially remote location, adhering to System Office policy. UNC Chapel Hill employees are expected to reside within a reasonable commuting distance of their assigned duty station. The ITS Customer Experience and Engagement (CE&E) division aims to deliver top-tier customer satisfaction through effective, reliable, and professional IT support in collaboration with campus units. CE&E enhances the University's standing as a leading public institution by driving continuous service improvement and utilizing technological efficiencies and expertise. Within CE&E, the ITS Service Desk serves as the primary point of contact for IT support at UNC-Chapel Hill. Responsibilities include logging all incidents and service requests, executing incident and request fulfillment processes, and escalating unresolved issues to the appropriate support teams. The Service Desk also communicates with users, offering information, advice, and guidance, and collaborates closely with specialized Help Desks across campus departments and schools. This role provides Tier 1 (advanced) technical support to faculty, staff, and students for a wide array of applications and services across diverse systems, networks, and platforms. Support areas encompass Lenovo/Mac CCI hardware, Microsoft Windows, Mac OS operating systems, M365, VPN, DUO, MFA, various email clients, internet browsers, networking, and campus IT services. Technical assistance is delivered through phone, web, email, chat, and walk-up channels. Key duties involve diagnosing and resolving customer technical issues in conjunction with Service Desk colleagues. In addition to daily Tier 1 support, the Tier 1 Lead will dedicate time to specific lead responsibilities, including ACD administration, phone metrics and reporting within the contact center and ticketing platform, acting as a technical lead for students and staff, and performing quality assurance/control for phone support.

Requirements

• Internal posting for current UNC-Chapel Hill employees (permanent, time-limited, direct hire temporary, UTS, and layoff priority candidates).
• Ability to reside within a reasonable commuting distance of the assigned duty station.
• Experience providing advanced technical support.
• Proficiency with Microsoft Windows, Mac OS, and M365.
• Familiarity with VPN, DUO, and MFA.
• Experience supporting various email clients and internet browsers.
• Knowledge of networking and campus IT services.
• Experience with phone support, web, email, chat, and walk-up support channels.
• Skills in diagnosing and resolving technical problems.
• Experience with ACD administration.
• Experience with phone metrics and reporting.
• Experience performing quality assurance/control.

Responsibilities

• Provide Tier 1 (advanced) technical support to faculty, staff, and students for a variety of applications and services.
• Support systems including Lenovo/Mac CCI hardware, Microsoft Windows, Mac OS operating systems, M365, VPN, DUO, MFA, various E-mail clients, Internet browsers, networking, and campus IT services.
• Deliver technical support via phone, web, email, chat, and walk-up.
• Diagnose and resolve customer technical problems in collaboration with Service Desk colleagues.
• Administer the Contact Center (ACD).
• Manage phone metrics and reporting in the contact center and ticketing platform.
• Serve as a technical lead to students and staff.
• Perform quality assurance/control for phone support.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed