Team Lead, Technical Services

Reporting to the Director, Training and Technology Services, the Technology Services Lead is a member of the Data Strategy & Innovation (DS&I) team. DS&I is dedicated to housing, managing, analyzing and disseminating information and data to inform Advancement Office strategy; fostering strong relationships with alumni, donors, volunteers and campus partners; and promoting effective integration.

The Technology Services Lead will oversee the day-to-day operations of the Help Desk Support team within the DS&I unit, ensuring timely and effective resolution of technical issues and providing clear vision, direction, and prioritization of resources to support business needs. Working collaboratively, the Technology Services Lead will deliver exceptional support to Advancement staff and will be responsible for providing technical leadership in planning, designing, implementing, and maintaining computer systems and hardware solutions for the Office of Advancement.

Team Lead Responsibilities:

• Oversee the day-to-day operations (including the prioritization and delegation of tasks and initiatives) of the Technical Support team responsible for resolving technical requests for staff at 100 Overlook Center, Maclean House, and 36 University Place (TigerCall).
• Act as a mentor and provide oversight, coaching, and training to technical support staff.
• Serve as the point of contact for technical escalations.
• Review (and, where applicable create) all technical support related processes and documentation for continuous improvement and troubleshooting.
• Monitor ticket queues and ensure technical service tickets are being followed up in a timely manner, in accordance with established SLAs.
• Drive customer satisfaction and success of the Technical Support team by ensuring all requests and issues are resolved in a prompt and professional manner.
• Serve as technical lead for key initiatives/projects, including but not limited to Reunions, TAGD and the end of year close process.
• Coordinate cross-training efforts for the technical support technicians to ensure full coverage during all scheduled coverage hours.
• Contribute knowledge and expertise to help guide decision making.

Technical Management:

• Provide computing support for the Office of Advancement, including the installation, configuration and troubleshooting of a variety of business applications and servers (including initial server setup request, installation and deployment of applications, and maintenance of all associated hardware and software) in support of business processing requirements.
• Evaluate solutions, identify opportunities for improved efficiencies and effectiveness and establish technical roll-out plans in support of Advancement’s strategic initiatives.
• Develop and manage best practice processes and procedures for the management of the technologies and platforms, including identification of measures and metrics to establish baselines and identify improvement opportunities.
• Guarantee servers are available and functioning at optimal levels; monitor system performance and security; ensure all software installations, patches and upgrades to operating systems and software packages are performed.
• Collaborate with OIT/ISO to review vulnerability scan results across all networked devices, systems, and applications. Assess, assign and prioritize remediation efforts based on the severity and potential impact of the identified vulnerabilities.
• Evaluate access requests, permissions, and management of access groups in Grouper and the Logitech Sync portal.
• Actively participate in the University’s SCAD/DCS program and attend regular meetings.

Vendor Management and Customer Service:

• Assess computing and hardware requirements of Advancement staff, forecast needs and oversees procurement of equipment, asset and inventory management, and related controls.
• Partner cross-functionally to assess and remedy the University's adherence to PCI requirements.
• Lead communications between the Office of Advancement and OIT on matters related to network and hardware operations and security.
• Establish and maintain a high level of customer trust and confidence with strong knowledge and understanding of business needs.
• Independently manage and provide guidance for infrastructure initiatives.
• Manage relationships with / account access requests for vendors for software and/or hardware-related issues and requests.
• Direct ongoing work focused on continuous process and structure improvements to achieve maximum cost savings and performance efficiency.

Other Responsibilities:

• Undertake special assignments/projects as reasonably requested by the Office of Advancement.

Essential Qualifications:

• Bachelor’s degree in a relevant field (eg, computer science, information technology) or equivalent experience.
• 5+ years of experience in a technical support role or related work experience.
• Hands-on experience leading a DevOps or technical support / help desk team.
• Strong analytical skills and demonstrated experience troubleshooting, diagnosing and correcting network and computer problems.
• Demonstrated experience maintaining Windows servers and desktop applications and hardware in a networked environment.
• Working knowledge of cloud services (eg, AWS, Azure) and basic understanding of networking concepts, including firewalls and VPNs.
• Understanding of basic cybersecurity principles, include encryption, authentication and access control methods.
• Working knowledge of web applications, including IIS and Apache.
• Familiarity with network and application monitoring tools, such as Nagios, ThousandEyes and ExtraHop.
• Experience with help desk ticketing systems, such as ServiceNow.
• Experience with conference room technology (eg, Logitech)
• Experience with Microsoft Office/Google Suite and other relevant software.
• Excellent collaboration and interpersonal skills, with the ability to build rapport with employees and stakeholders at all levels.
• Excellent verbal and written communication skills with the ability to present complex information clearly and concisely.
• Strong organizational and project management skills to handle several projects simultaneously to accommodate shifting priorities and meet deadlines.
• Strong customer service orientation and focus with the ability to assess customer needs and provide troubleshooting help for a positive customer experience and resolution.
• Strong initiative, self-motivation, and the ability to work both independently and in teams.
• Demonstrated strength in critical thinking to identify new system solutions for evolving business requirements.
• Demonstrated ability to work effectively with individuals from diverse backgrounds, identities, abilities and experiences.
• Commitment to the Office of Advancement’s mission to inform, involve and inspire Princeton’s global community of alumni and friends, and adhering to its guiding principles of High Performance, Innovation, Civility and Collaboration.

Preferred Qualifications:

• Knowledge of Princeton’s mission
• Experience in higher education

Princeton University is an Equal Opportunity and all qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity or expression, national origin, disability status, protected veteran status, or any other characteristic protected by law.

The University considers factors such as (but not limited to) scope and responsibilities of the position, candidate's qualifications, work experience, education/training, key skills, market, collective bargaining agreements as applicable, and organizational considerations when extending an offer. The posted salary range represents the University's good faith and reasonable estimate for a full-time position; salaries for part-time positions are pro-rated accordingly.

If the salary range on the posted position shows an hourly rate, this is the baseline; the actual hourly rate may be higher, depending on the position and factors listed above.

The University also offers a comprehensive benefit program to eligible employees. Please see this link for more information.