Team Leader - Tech Central (Desktop Support)

Role Overview We are looking for an experienced and driven Team Leader for our Tech Central division to oversee a team of technology analysts and student workers supporting desktop operations across multiple campuses. In this role, you will be responsible for setting performance goals, mentoring your team, and ensuring high standards of customer service and technical support. This is an excellent opportunity for an IT professional who combines strong technical knowledge with leadership capabilities. Key Responsibilities - Lead, mentor, and manage a team of technology analysts and student workers to meet desktop support objectives and key results - Monitor and ensure team performance targets such as call answer rates, ticket assignment timelines, and ticket closure within three business days - Standardise communication scripts and email templates and train staff on their proper use - Provide hands-on technical support for hardware, software, classroom technologies, and point-of-sale systems - Research and resolve technical issues including OS optimisation, hardware conflicts, and process improvements - Own and manage assigned IT projects from initiation to completion using project management software - Liaise with internal teams and external vendors for device procurement, license management, and AV technology coordination - Analyse support request data to identify trends and implement improvements to systems, documentation, and services - Represent the IT department professionally when collaborating with internal and external stakeholders Required Qualifications - Bachelor's degree in any discipline (preference for Computer Science or related field) - Minimum two years of end-user support experience covering hardware, software, or classroom technologies - Advanced knowledge of computer hardware, software, and networked environments - Demonstrated problem-solving and troubleshooting skills at an advanced level - Experience with project management and collaboration tools - Strong customer service orientation with the ability to communicate effectively across diverse teams Why Join Us This role offers a rewarding environment where you can grow your leadership skills while making a meaningful impact on the technology experience of students, faculty, and staff. You will work within a mission-driven institution that values professional development, collaboration, and service excellence.

- Bachelor's degree (Computer Science or IT preferred) - 2+ years of end-user hardware and software support experience - Advanced troubleshooting and problem-solving skills - Strong knowledge of networked computing environments - Experience with project management software - Familiarity with tools such as Asana, Google Workspace, and Zoom - Excellent written and verbal communication skills - Ability to work under pressure and make sound decisions quickly - Knowledge of emerging technology trends

- Competitive hourly compensation - Comprehensive benefits package - Professional development and training opportunities - Collaborative and mission-driven work environment - Exposure to enterprise-level IT projects and systems