IT Service Desk Lead Job at NUC University, Puerto Rico

Y2Ftc1ZGaFZFd2Z1RmVKQkp0emVMYUl1
  • NUC University
  • Puerto Rico

Job Description

Job Description

Job Description

Summary:

The IT Service Desk Lead plays a critical leadership and operational role in ensuring the delivery of high-quality IT support services across all NUC University regions and campuses. This position requires a deep understanding of customer service principles, service management best practices, and technical support operations within complex environments.

As a player-coach, the Lead supervises a team of IT Service Desk Analysts I, providing strategic direction, mentorship, and support to ensure consistent service excellence. The Lead is responsible for ticket and call quality assurance, compliance with defined SLAs and MTTR targets, managing escalations, and overseeing ticket management and allocation.

This position reports to the Director of IT Support Services - Service Desk.

Essential duties and responsibilities:

  • Lead and manage IT support operations to ensure timely, efficient, and high-quality service aligned with SLAs and MTTR targets
  • Supervise staffing schedules to maintain coverage during business hours and on-call periods, including 24/7 support for leadership
  • Oversee ticket management, ensuring proper assignment, prioritization, documentation, and resolution, while analyzing trends to drive process improvements
  • Assists the Director in the management of personnel matters, including onboarding, training, and evaluations, and provides mentorship and technical guidance to team members
  • Develop and deliver training programs to ensure team readiness and continuous skill development
  • Act as an escalation point and coordinate with internal teams and vendors to resolve complex issues
  • Maintain and enhance IT support processes, workflows, and a centralized knowledge base to ensure service continuity and recovery
  • Monitor performance metrics through reports and dashboards to identify opportunities for improvement and cost-effective service delivery
  • Collaborate with other departments to align support services with organizational goals and foster strong stakeholder relationships

Qualifications /Education:

  • Bachelor’s Degree in Computer Science
  • Minimum 3+ years of IT experience
  • Minimum 1+ years of IT management experience
  • Proven ability to manage teams, foster collaboration, and drive performance
  • Strong analytical skills with sound decision-making under pressure
  • Clear and effective in verbal, written, and presentation formats across all levels
  • Skilled in productivity tools, including spreadsheets, word processing, and graphics
  • Efficient in prioritizing tasks and meeting deadlines in fast-paced environments
  • Committed to delivering excellent service and building strong relationships
  • Self-driven and creative, with a continuous improvement mindset

Equality Employment Opportunity / Affirmative Action for minorities/Females/People with Disabilities/Veterans

Job Tags

Similar Jobs

HonorVet Technologies

School Nurse- RN Job at HonorVet Technologies

 ...Job Title: School Nurse- RN Location: Saint Paul, MN 55108, United States. Duration: 6 Weeks (High Possibility of Extension). Shift: Days (40 hrs). Qualifications RN license from the state of MN BLS certification.... 

Heritage-Crystal Clean, LLC

Oil Route Driver - Class B CDL Job at Heritage-Crystal Clean, LLC

 ...Route sales experience preferred, but not required. \n Certified: High School diploma or equivalent, with or ability to obtain a Class B CDL, Med Card, Airbrake, and Tanker Endorsement. \n \n Physical Requirements: \n \n Lift and handle hoses weighing up to 40lbs.... 

Talan Group

DevOps Manager Job at Talan Group

 ...dmultiplie son potentiel pour la socit. Overview Poste : Dans le cadre du renforcement de notre quipe IT, nous recherchons un(e) DevOps Manager expriment(e) pour intervenir sur l'amlioration et la maintenance des plateformes tout en contribuant l'intgration des... 

ATOMS INC.

Community Manager — Instagram, Reddit & Twitter (Contract) Job at ATOMS INC.

Community Manager - Instagram, Reddit & Twitter (Contract) Location: New York City (On-site preferred)Compensation: $25/hrAbout the role Atoms is looking for a Community Manager who lives online, loves great conversations, and believes in the power of real connection... 

OnTrac

Warehouse Package Handler - Seasonal Job at OnTrac

 ...the normal rate of $18.16 per hour Shift: 7 Day operation, Multiple Shift options...  ...Sunday through Thursday, Shift Start times will be around 5:30 AM , Shift end time is...  ...Worker / Package Handler Weekly Pay! Part-time schedules available (see above shift...