Florida Technical College
NUC Uuniversity operates a geographically throughout five (5) Regions virtual served by a Ticketing System to support students and administrative staff in each Region with the Support Analysts and Specialists assigned.
The IT Support Services Lead is a player-coach role with supervisory responsibility for a small team of IT Service Desk Analysts and IT Support Specialists who providing a broad range of technical support services to students, faculty, and administrative staff across the assigned Region.
Essential duties and responsibilities:
Extract, analyze and prioritize tickets and take appropriate action to resolve client issues or if it is complex resolve by him/herself.
Provide technical guidance, advice, and training to system users.
Help document and improve processes used to provide IT support.
As an escalation point, physically or remotely work with end-users to ensure problems are resolved quickly and accurately.
Coordinate computer support activities with multiple user departments and internal teams, as well as third party vendors.
Manage and coordinate managed service and solution providers for the successful delivery of technology services in support of our operating business needs.
Responsible to ensure all user interactions are logged in tickets and resolutions is made as per requirement of services and is documented.
Qualifications /Education:
Bachelor’s degree in computer science, IT, or information systems, or equivalent experience
At least 10 years of experience in a similar position in IT Department
Fluent in English- written and communication
We have a competitive Benefits Plan:
Basic and Supplemental Life Insurance
401k
Paid holidays
Personal Day
Paternity Leave
Professional growth
Equality Employment Opportunity / Aff… #J-18808-Ljbffr
The IT Support Services Lead is a player-coach role with supervisory responsibility for a small team of IT Service Desk Analysts and IT Support Specialists who providing a broad range of technical support services to students, faculty, and administrative staff across the assigned Region.
Essential duties and responsibilities:
Extract, analyze and prioritize tickets and take appropriate action to resolve client issues or if it is complex resolve by him/herself.
Provide technical guidance, advice, and training to system users.
Help document and improve processes used to provide IT support.
As an escalation point, physically or remotely work with end-users to ensure problems are resolved quickly and accurately.
Coordinate computer support activities with multiple user departments and internal teams, as well as third party vendors.
Manage and coordinate managed service and solution providers for the successful delivery of technology services in support of our operating business needs.
Responsible to ensure all user interactions are logged in tickets and resolutions is made as per requirement of services and is documented.
Qualifications /Education:
Bachelor’s degree in computer science, IT, or information systems, or equivalent experience
At least 10 years of experience in a similar position in IT Department
Fluent in English- written and communication
We have a competitive Benefits Plan:
Basic and Supplemental Life Insurance
401k
Paid holidays
Personal Day
Paternity Leave
Professional growth
Equality Employment Opportunity / Aff… #J-18808-Ljbffr