Job Description

Lead Level 2 Support

Computer Leasing, Rose Hill

Fordham University

Fordham University has an excellent reputation as a dynamic institution located in New York City. Founded in 1841, Fordham enrolls more than 16,000 undergraduate and graduate students in its 9 Colleges and Schools.

• Fordham University offers a comprehensive and competitive benefits package to its employees, which includes medical, dental, vision, life, and disability insurance.
• We offer tuition remission for employees and their dependents.
• A generous immediate employer match towards a 403(b) retirement plan.
• As a tax-exempt organization under section 501(c)(3) of the Internal Revenue Code (IRC), Fordham is considered a qualifying employer for the Public Service Loan Forgiveness (PSLF) program, a federal program designed to forgive student loan debt for employees of certain public and certain nonprofit employers.
• As part of its work-life balance program, the University provides generous PTO including 15 vacation days, 12 sick days, 2 personal days, 6 summer Fridays, and holidays that include paid time off between Christmas and New year.
• University employees have access to the Employee Assistance Program (EAP). EAP provides no-cost, professional, and confidential services, to help employees and family members address a variety of personal, family, life, and work-related issues.

Position Summary

The IT Service Desk Level 2 Lead is responsible for ensuring the level 2technicians perform their job functions successfully in support of the Fordham community. Leads ensure that policies and procedures are in place to provide the appropriate resolution and/or routing/escalation of issues presented to the technicians. Leads develop and maintain positive working relationships both within IT and across the community. Provides supervision (both direct and indirect) for all full time and part time IT Service Desk employees and student workers and assists EndPoint Services in providing deskside support. The Lead will strive to build a proactive team that focuses on customer satisfaction.

Essential Functions

Manages the IT Service Desk Level 2:

• Oversees the day-to-day operations of the Level 2 technicians at RH and LC.
• Actively manages the Level 2 call center technicians working remotely and on campus: scheduling, training, escalations, support, and field work.
• Manages the Level 2 and ITSD Deskside queues to ensure proper and timely ticket handling.
• Assists with Level 2 escalations, escalated to ITSD Eval as needed and increase CSAT.
• Adds to internal knowledge base articles as needed.

Assists with Hiring and Evaluation of Level 2 Technicians:

• Reviews resumes and participates in interviews for new hires.
• Completes end of year reviews in conjunction with the IT Service Desk Assistant Director.
• Speaks with technicians as needed for remediation/personal development.

Provides back-up for Level 1 Team Lead:

• Ensures ongoing communication between level 1 and 2 leads.
• Reviews tickets forwarded to level 2 for accuracy.
• Covers Level 1 when Lead is unavailable.
• Ensures phones are covered at all times and technicians are following proper procedure for escalations.
• Works with Level 1 to improve quality and reduce tickets sent to backline teams.

Works on Special Projects:

• Ensures VIP ticket list is reviewed and escalated as appropriate for SLA breaches.
• Assists with reporting and metrics.
• Reviews and updates policy and procedures as needed.
• Participates in meetings as needed for rollouts, class registration, and outages.
• Other topics as assigned.

Additional Functions

• Contributes to project process outcomes through focus on specific functional or technical execution within professional, project and University standards.
• Assists in completion of programs, projects or tasks by following established methodology and practices, under the direct supervision of the ITSD AD’s.
• Gathers data to support scope of assigned task.
• Performs basic analysis, diagnosis, and troubleshooting.
• Follows project plans.
• Communicates regularly with supervisors.
• Demonstrates effective listening skills.
• Participates as a team member.
• Documents work daily.
• Demonstrates understanding of processes and key activities of project/program management
• Develops approach/plan for completing assigned work.
• Understands and articulates the major processes within a business.
• Demonstrates a solid understanding of different types of software, hardware, and troubleshooting.
• Executes test plans and test data and identifies areas for correction.

Required Qualifications

• High School Diploma or equivalent.

• Minimum 3 years of relevant experience.
• Service Desk and/or Call Center experience.
• Proven experience as an IT professional with advanced computer skills.
• Excellent planning/organizational, problem-solving, analytical, as well as basic presentation and decision-making skills.
• Excellent verbal and written communications skills.
• Ability to communicate verbally and in writing with clear, grammatically correct English.
• Ability to interact with supervisors, colleagues, and community members, using tact, discretion, and independent judgment.
• Solid leadership skills.
• Objective outlook and enjoy working with people.
• Ability to maintain a high degree of accuracy and confidentiality.
• Expected to provide some on-call support, nights and weekends.
• Must be able to lift 25 pounds as a physical requirement of the position to assist with equipment deployments, installations, and troubleshooting.
• Basic knowledge or skills in the following areas:
  • Independent management of own work and outcomes.
  • Attention to detail and quality.
  • Knowledge of IT practices and procedures.
  • Customer service.
  • Able to interact professionally with staff, faculty, students, and VIP’s.
  • Understanding and following project plans and supervisor direction.
  • Diagnosing problems and determining whether to resolve or escalate.
• Successful candidates should have a knowledge of and commitment to the goals of Jesuit Education.

Preferred Qualifications

• Bachelor`s degree .
• ITIL certification, A+ certification.
• Knowledge of higher education applications and technology support services and environments.
• Knowledge of ITSM and associated applications.

FLSA CATEGORY: Exempt

START DATE: ASAP

APPLY HERE: https://careers.fordham.edu/postings/3592

ABOUT FORDHAM

Founded in 1841, Fordham is the Jesuit University of New York, offering an exceptional education distinguished by the Jesuit tradition to more than 16,000 students in its 9 colleges and schools. It has residential campuses in the Bronx and Manhattan, a campus in West Harrison, N.Y., the Louis Calder Center Biological Field Station in Armonk, N.Y., and the London Centre in the United Kingdom.

Fordham University is committed to excellence through diversity and welcomes candidates of all backgrounds.

Fordham is an Equal Opportunity Employer – Veterans/Disabled and other protected categories

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