Description

Position Overview

The IT Help Desk Team Lead provides leadership for training strategy, service quality, and daily operations of the KU IT Help Desk. This role develops and delivers student employee training, monitors and improves service performance, and resolves escalated technical and customer service issues.

The position combines hands-on operational support with strategic oversight of training programs, documentation, and service delivery to ensure consistent, high-quality support across all channels. This role partners with the IT Help Desk Manager and Team Leads to identify and implement improvements that enhance training effectiveness and overall service outcomes.

KU is not able to provide H-1B sponsorship for this position.

Job Description

Training & Quality (60%)

• Develop and maintain training programs and materials for student employees.
• Evaluate training effectiveness and implement improvements based on feedback and observation.
• Monitor support interactions to ensure adherence to policies, procedures, and service standards.
• Coach student employees on technical troubleshooting and customer service skills.
• Collaborate on training for new services, tools, and system changes.

Operations & Administration (35%)

• Supervise student employment processes, including hiring, onboarding, coaching, and corrective action.
• Manage student payroll, budget tracking, and related administrative records.
• Monitor queues and staffing to meet service levels; provide direct support during high-volume periods.
• Troubleshoot and resolve Tier I issues and escalated cases; document all work in the ticketing system.

Other Duties (5%)

• Perform additional duties as assigned.

Position Requirements

• Must have a valid driver's license by time of appointment

Required Qualifications

1. High School Diploma/GED and three (3) years of relevant experience.
2. One (1) year of technical support experience in an IT help desk, service desk, call center, or desktop support environment.
3. One (1) year of direct customer service experience (in-person, phone, or electronic support).
4. One (1) year of experience working in a structured team environment following established procedures or service expectations.

Additional Candidate Instruction

In addition to the online application, the following documents are required to be considered for this position:

• Cover letter describing how you meet the required and preferred qualifications.
• Resume.
• List of three (3) professional references including at least one previous or current supervisor.

Only complete applications will be considered.

Application review begins Friday, June 5th. For consideration, please apply no later than Thursday, June 4th.

Disclaimer

The University of Kansas prohibits discrimination on the basis of race, color, ethnicity, religion, sex, national origin, age, ancestry, disability, status as a veteran, sexual orientation, marital status, parental status, gender identity, gender expression, and genetic information in the university's programs and activities. Retaliation is also prohibited by university policy. The following person has been designated to handle inquiries regarding the nondiscrimination policies and procedures and is the Title IX Coordinator for all KU and KUMC campuses: Associate Vice Chancellor for the Office of Civil Rights and Title IX, civilrights@ku.edu, Room 1082, Dole Human Development Center, 1000 Sunnyside Avenue, Lawrence, KS 66045, 785-864-6414, 711 TTY. Reports can be submitted by contacting the Title IX Coordinator as provided herein or using the Title IX online report form and complaints can be submitted with the Title IX Coordinator or using the Title IX online complaint form.