Lead Technology Services Specialist

The Lead Technology Services Specialist is responsible for leading the operations and staff providing direct front line support to all students, employees and guests of the college. The Lead Technology Services Specialist works in coordination with IT management and other Technology Services team members to ensure high quality of service. Additionally, this position manages and maintains the college’s technical documentation system.

Responsibilities:

• Leads service technicians, ensuring they are well-trained and motivated.
• Create and maintain service technician scheduling.
• Manage the service desk knowledge base.
• Set and maintain quality control standards relating to customer service and technical excellence.
• Monitor service desk ticketing and call queues.
• Audit tickets and calls for quality assurance.
• Serve as an escalation tier for complex technical events, addressing escalated issues to ensure timely resolution.
• Maintain accurate asset inventory.
• Assist with IT asset logistics.
• Assess and document the performance and proficiency of service technicians.
• Create, update, and maintain policy, procedure, guidelines and standards documentation.
• Promote endpoint technology standards.
• Understanding of Information Technology Infrastructure Library (ITIL) service management standards.
• Track key performance indicators (KPIs) to measure the effectiveness of the service desk.
• Act as a liaison between the service desk and other departments, ensuring clear communication.
• Implementing strategies for improving service desk operations and customer satisfaction.
• Expertise in troubleshooting endpoint operating systems and hardware issues.
• Expertise in troubleshooting wired and wireless network issues.
• Understanding of the OSI model.
• Understanding of core network fundamentals such as IP, DHCP, DNS, routing, WiFi and switching
• Understanding of endpoint management solutions.
• Assist in responding to security breaches and sensitive data loss.
• Approve Technology Services timesheets as a proxy for the Director of IT Operations.

Required Knowledge, Skills and Abilities:

• Ability to model integrity through self-awareness, personal accountability, ethical behavior, quality standards, and sustainable practices.
• Ability to think critically by applying problem solving practices, acquiring relevant information, using technology and other resources appropriately, and evaluating alternatives.
• Ability to communicate effectively by speaking and writing clearly, concisely, and professionally; practicing active listening; reading critically and adapting communication for audience.
• Ability to recognize personal biases, adapt to different cultural situations, and demonstrate a commitment to respectful interactions with persons of various ethnic, cultural, socio-economic, or educational backgrounds.
• Advanced knowledge of and skills with technology including software programs for communication, data collection, and decision-making including, but not limited to, Microsoft Office Outlook, Word, and Excel.

• Bachelor’s degree in computer science or related field.
• Minimum of five years' experience troubleshooting PC hardware and software issues.
• Experience leading and training technical staff preferred.
• Experience troubleshooting data networks preferred.

In evaluating candidates for this position, the College may consider a combination of education, training, and experience which provides the necessary knowledge, skills and abilities to perform duties of position.

The College is seeking to attract diverse instructors and staff who can inspire our increasingly diverse student population. We believe every member on our team enriches our diversity by exposing us to a broad range of ways to understand and engage with the world, identify challenges, and to discover, design, and deliver solutions. We value the ability to serve students from a broad range of cultural heritages, socioeconomic backgrounds, genders, abilities, and orientations. Therefore, we seek applicants who demonstrate they understand the benefits of diversity in a higher education community. Consideration will be given to equity-minded individuals committed to collaborating with faculty, staff, administration, students, and community partners who are also committed to closing equity gaps.

2025 annual benefits include:

• 3 – 4 weeks of paid vacation time based on years of service
  
• 11 paid holidays
• Paid winter break - varies each year based on academic calendar and, at a minimum, includes days between Christmas and New Year’s holidays (some exceptions may apply for essential workers)
• Paid summer break - the week of July 4th
• 4 paid personal days
• 3 weeks (15 days) paid sick time annually for absences due to illness, injury, or doctor and dentist appointments of the employee, dependent children, spouse, or parents of the employee or spouse; cumulative to 135 days (1,080 hours)
• Paid bereavement time
• Paid volunteer time
• Tuition reimbursement up to $2,500 annually (eligibility requirements apply)
• Health insurance for employee, spouse, and dependents with attached Health Savings Account (HSA); CVTC contributes $3,400 annually for a family plan or $1,700 annually for a single plan to your HSA
• Wellness incentive of up to $600 for employees enrolled in CVTC’s health insurance
• $2,500 cash-payment in lieu of CVTC health insurance coverage for employees who have credible coverage through another source
• Dental insurance for employee, spouse, and dependents
• Vision insurance for employee, spouse, and dependents
• Life and long-term disability insurance premiums paid by CVTC
• Wisconsin Retirement System (WRS), CVTC matches 6.95%, vested at 5 years of credible service
• 403(b) tax deferred annuity program
• 457(b) deferred compensation plan
• Section 125 flexible spending accounts
• Employee Assistance Program (EAP)
• Professional development
• Certified Gold Level Family Friendly Workplace (FFW)
• Access to expansive collection of college and public library resources for personal and professional use
• Free or low-cost services offered by CVTC program students, such as computer repair, automotive repair, Shear Inspiration Salon and Spa, aesthetician services and 620 West restaurant and culinary pop ups 

Benefits begin on the first date of employment (i.e., there is no waiting period).

CVTC does not discriminate on the basis of race, color, national origin, sex, disability, or age in its programs and activities. The following person has been designated to handle inquiries regarding the college's non-discrimination policies: Vice President of Talent & Culture, 620 W. Clairemont Avenue, Eau Claire, WI 54701, 715-833-6334, WI Relay: 711