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Site Support Team Lead

Company: TCS Education
Location: Richardson
Posted on: March 18, 2023

Job Description:

Job Description This position is responsible for promoting a high-quality experience to the community of staff, educators and students who contact the Richardson campus. The person filling this role will spend approximately 60% of their time providing end user support and 40% on quality enhancement activities, and IT projects that benefit TCS Education System and Richardson Campus. Working closely with the national Informational Technology team, this individual will plan, coordinate, and direct support for daily IT operational activities. Principle Duties:

  • Manage and report on multiple simultaneous projects and deadlines.
  • Respond to support requests and urgent issues escalated from the Helpdesk.
  • Accountable for ensuring overall service level expectations are met.
  • Accountable for ensuring that training is provided to Richardson campus faculty, staff, and students.
  • Daily tracking and reporting of ticketing system and oversee the Richardson site queue.
  • Work closely with corporate office to establish workstation standardization and automation.
  • Monitor customer satisfaction feedback and ensure all quality issues, customer complaints, and training items are addressed.
  • Drive efficiency, and quality of work through coaching, problem solving, workload management, and training. Including researching new technologies and implementing them throughout the campus.
  • Ensure support practices are consistently aligned with established policies and procedures. Suggest improvements to these on a regular basis with the goal of improving service levels.
  • Coordinate with the Director of IT Services to ensure that campus events and classes are appropriately supported.
  • Ensure leadership is aware of current outages, issues, escalations, or concerns by providing end-of day reports.
  • Maintain and promote professional and upbeat atmosphere.
  • Participate in special projects and other duties as assigned.
  • Enforce and promote the following: Teamwork, Respect, Integrity, Innovation and Customer Focus. Essential Knowledge, Skills, and Abilities:
    • Excellent troubleshooting and critical thinking skills.
    • Excellent troubleshooting and implementation of audio-visual technology.
    • Excellent interpersonal, verbal and written communication skills with the ability to translate technical concepts into user-friendly English.
    • Proficiency with a variety of Windows operating systems and software including Windows 11, Windows 10, Windows 7, MS Office, and Mac OSX.
    • Ability to meet deadlines, manage multiple priorities and handle sensitive and pressured situations.
    • Ability to work in and foster a collaborative team environment.
    • Ability to work flexible shifts, which may include evenings and/or weekends and peak periods including, but not limited to the beginning of each semester and service launch dates. Position Qualifications:
      • Bachelors degree or equivalent job experience required.
      • 4-6 years of experience providing desktop/call center support.
      • MCSE or MCSA, or ACHDS certification preferred.
      • Experience producing reports and technical documentation is preferred.
      • Experience working in Higher Education is preferred. Company Description TCS Education System (TCS) is an integrated, nonprofit system that works collaboratively to advance institutional sustainability, student success, and community impact. Founded in 2009, the System consists of six distinct communitiesThe Chicago School of Professional Psychology, Pacific Oaks College & Children's School, The Colleges of Law, Saybrook University, Kansas Health Science Center, University of Western States, and the TCS System Office. TCS utilizes strategic partnerships to maximize the educational experience of students and prepare innovative, purposeful agents of change who serve our global community.

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Keywords: TCS Education, Richardson , Site Support Team Lead, Other , Richardson, Texas

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