Team Leader - TIS Support Services

Posting Number 2023-11910
Posted Date 2 months ago(10/9/2023 9:37 AM)
Location : Location
US-NY-New York
Hybrid Remote Work Classification
60% to 80% Onsite
Technology and Informatics Services (Administrators)
College of Dentistry (DN1032)
Compensation Grade
Band 53

Position Summary

Manage the day-to-day operations of Dentistry’s IT Service Center so that user problems are identified, prioritize, researched, resolved, and followed-up quickly and competently. Plan, priorities, and schedule help desk activities to ensure continuity of service. Ensure that help desk staff use and maintain problem management databases or other help desk software so that help desk activities and performance can be monitored. Analyze help desk enquiries to identify recurring user problems, recommend solutions, and to identify areas where help desk service can be improved. Provide the Assistant Director with analytics on the Service Center’s efficacy relating to ticket and contact metrics regarding telephone call and email response and service ticket resolution. Develop problem solving guidelines, checklists, or other materials to assist help desk staff to respond to user problems that are recurring or routine. Respond to more complex, escalated enquiries from team members. Lead, direct, evaluate, and develop help desk staff to ensure that users receive competent and timely service. Train new Service Center staff on standard operating procedures and ensure compliance with them.


Required Education:
Bachelor's Degree or equivalent

Preferred Education:
Bachelor's Degree

Required Experience:
5+ years Relevant experience or equivalent combination. Must include experience providing technical support and troubleshooting techniques for resolving complex problems with networked hardware and software applications. Must also include experience providing technical training and supervising staff.

Preferred Experience:
3+ years Knowledge of advanced helpdesk management systems (e.g., ServiceNow), including workload analysis and prioritization, experience in managing helpdesk telephone and email queues. Experience in shift management and dispatch assignments.

Required Skills, Knowledge and Abilities:
Proficiency with the use of a broad range of information technologies, networked systems, internet services, web browsers, Windows and Mac-based software, e-mail systems, PC Desktop applications (MS Word, Excel, Access, PowerPoint). Excellent analytical, interpersonal, verbal and written communication skills. Ability to provide technical training to non-technical users.

Preferred Skills, Knowledge and Abilities:
Proficiency with the use of clinical technologies in a dental or medical environment.

Additional Information

In compliance with NYC's Pay Transparency Act, the annual base salary range for this position is USD $90,000.00 to USD $110,000.00. New York University considers factors such as (but not limited to) scope and responsibilities of the position, candidate's work experience, education/training, key skills, internal peer equity, as well as, market and organizational considerations when extending an offer. This pay range represents base pay only and excludes any additional items such as incentives, bonuses, clinical compensation, or other items.

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