IT Support Lead

Description:  IT Support Lead, Full Time

Status / FLSA Status:              Full Time / Exempt                               
Department:                             Information Technology Services
Reports to:                               Director of Information Technology Services
Work Location:                        Main Campus, Oglesby, IL
Hours of Work:                        Monday through Friday, 8:00 a.m. to 4:30 p.m.; may be required to work additional hours beyond regular schedule

Salary Range: Exempt, starting salary of $55,395 based on experience, excellent benefits 

Position Summary:  This role serves as the Lead to the IVCC Technical Support Team, which is comprised of Help Desk staff, Computer Support Specialists, A/V Technicians, and assigned Work Studies. This role will serve as the Subject Matter Expert over desktop computing and classroom technologies and will provide guidance and leadership over the assigned IT staff. The core goal of this team is to provide excellent customer support to IVCC employees, external presenters and provide consultation and periodic student support, resolving problems with information technology including computers, peripherals, classroom technologies, phones, and audio-visual equipment. This role is expected to have and maintain a high level of technical competence over all supported technologies. They will be expected to learn new products and technologies quickly and constantly. In addition, they are expected to have top notch communication skills. This lead role will maintain support schedules, manage employee performance, set support standards and partner with other College departments on identifying, recommending, and building solutions with the support of the entire IT support team.
 
Qualifications:  A successful candidate will possess the following: 

1. Associate's degree in Computer Information Systems OR an equivalent combination of education and experience from which comparable knowledge and abilities can be obtained required.  Bachelor's Degree in a Computer Science field preferred.
2. Good interpersonal, written, and oral communication skills.
3. Experience supervising a team of technology professionals required.  Ability to provide leadership on assigned projects preferred.
4. Strong PC & Mac Troubleshooting Skills.
5. Broad knowledge of and practical experience with various software applications, operating systems, networked clients, hardware troubleshooting and audio-visual systems.
6. Experience working with ticketing systems and development and management of service level objectives.
7. Excellent customer service skills.
8. Technical documentation skills.
9. Self-motivated and directed, with keen attention to detail. 
10. Ability to prioritize and execute tasks in a high-pressure environment.
11. Good organizational skills and the ability to manage multiple concurrent priorities.
12. Excellent trouble-shooting and problem-solving skills.