The Customer Support Team Lead supervises and coordinates the workflow of the Customer Support Technician team in accordance with quality service standards.  In addition, this position will act as a liaison between external vendors and Information Technology Services (ITS) Senior Management and team members to ensure communication and coordination of customer support center activities such as problem resolution, system upgrades and service level performance of support center technicians.

Work is distinguished from customer support technicians by its inclusion of direct supervisory responsibilities which may include the scheduling of resources, providing direction and instruction to staff concerning operating procedures and policies necessary to achieve division objectives.  This position monitors, measures and communicates service level performance to the ITS management team.  The position recommends and initiates process improvements to maximize business efficiencies. 

Has supervisory accountability to include planning, directing, and coordinating all activities of the support center.  Duties include scheduling and assigning of work, training in all facets of work, quality control, and input on decisions impacting the pay, status and tenure of others.  Conducts performance appraisals and may provide input and participate in discipline, dismissal, and hiring processes.

While performing the duties of this job, the employee is regularly required to talk and hear the employee is frequently required to sit and reach with hands and arms and perform repetitive motions with wrists, hands, and fingers.  The employee is occasionally required to stand and walk.  The employee must occasionally lift and/or move up to 25 pounds or more.  Specific vision abilities required by this position include close vision, color vision, depth perception, ability to adjust and focus, and the ability to see clearly at 20 feet or more.
 

Frequently handles emergency or crisis situations and may be subject to varying and unpredictable situations and work hours.  The employee is subject to frequent interruptions, multiple calls and inquiries, and may occasionally handle absentee replacement on short notice.  The noise level in the work environment is usually moderate.