AVI-SPL

Client Support Lead, IT

AVI-SPL

full-time

Posted on:

Location: Massachusetts • 🇺🇸 United States

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Job Level

Senior

Tech Stack

ITSMServiceNow

About the role

  • Oversee daily Tech Bar operations, including opening and closing procedures and staffing coordination
  • Ensure adherence to established service standards and procedures and monitor service quality and client satisfaction
  • Conduct Tech Bar performance reporting and manage resources, equipment, and inventory
  • Provide face-to-face 2nd and 3rd tier technical support for complex issues and serve as the primary escalation point prior to management
  • Investigate and resolve challenging technical problems and identify root causes of recurring issues
  • Coordinate with specialized IT teams for complex issue resolution and provide VIP support as needed
  • Serve as major incident captain during major outages and participate in on-call rotation
  • Mentor Client Support Specialists, develop training curriculum, and model best practices in walk-up customer service
  • Design and implement support processes, develop and maintain knowledge base articles and self-service resources
  • Evaluate new technologies, participate in implementations, and test systems before deployment
  • Provide occasional after-hours availability to address urgent business needs and support business continuity
  • Perform other duties as required to support evolving business needs and cross-functional initiatives

Requirements

  • Bachelor's degree in Information Technology, Computer Science, or related field, or equivalent combination of education and experience
  • 4+ years of experience in technical support, customer service, or related roles
  • Experience in a lead or supervisory capacity
  • Extensive experience supporting multiple operating systems, mobile devices, and software applications
  • Strong understanding of IT service management principles and best practices
  • Advanced problem-solving abilities and analytical skills
  • Excellent interpersonal, leadership, and communication skills
  • Experience creating and maintaining technical documentation
  • Demonstrated ability to mentor and guide technical staff
  • Experience with ServiceNow
  • Ability to work on campus 5 days/week
  • Ability to work standing upright for up to 4 hours at a time
  • Ability to maneuver under desks and in tight spaces as needed
  • Ability to lift up to 20lbs
  • Ability to travel between multiple locations on campus
  • Preferred: Experience in higher education IT environments
  • Preferred: Experience managing retail-style technical support operations
  • Preferred: ITIL certification (Foundation or higher)
  • Preferred: Hardware certifications (Apple, Dell, HP)
  • Preferred: Knowledge of M365 platform and tools, including the Power Platform, Teams, SharePoint, and OneDrive
  • Physical requirements (additional): Ability to lift and/or move up to 60 pounds; be able to climb ladders up to 20 feet; work in small spaces and on uneven surfaces