SUMMARY:

NUC Uuniversity operates a geographically throughout five (5) Regions virtual served by a Ticketing System to support students and administrative staff in each Region with the Support Analysts and Specialists assigned.
The IT Support Services Lead is a player-coach role with supervisory responsibility for a small team of IT Service Desk Analysts and IT Support Specialists who providing a broad range of technical support services to students, faculty, and administrative staff across the assigned Region.

QUALIFICATIONS /EDUCATION:

• Bachelor’s degree in computer science, IT, or information systems, or equivalent experience
• At least 10 years of experience in a similar position in IT Department
• Fluent in English- written and communication

• Extract, analyze and prioritize tickets and take appropriate action to resolve client issues or if it is complex resolve by him/herself.
• Provide technical guidance, advice, and training to system users.
• Help document and improve processes used to provide IT support.
• As an escalation point, physically or remotely work with end-users to ensure problems are resolved quickly and accurately.
• Coordinate computer support activities with multiple user departments and internal teams, as well as third party vendors.
• Manage and coordinate managed service and solution providers for the successful delivery of technology services in support of our operating business needs.
• Responsible to ensure all user interactions are logged in tickets and resolutions is made as per requirement of services and is documented.