Advertising Summary

Technology Services is seeking a dynamic, people-first leader to join our IT Support Center as a Call Center Lead. If you thrive in a fast-paced environment, take pride in building high-performing teams, and are passionate about delivering exceptional IT support to students, faculty, and staff, we encourage you to apply.

Position Summary/Overview

The IT Support Center Call Center Lead directs day-to-day call center operations and supervises assigned staff to deliver high-availability, 24/7/365 IT support to the VCU community. This role ensures staff follow established procedures, possess the knowledge and skills to resolve issues effectively, and receive ongoing coaching, resources, and training. The Lead monitors service quality, provides actionable feedback to management, and drives continuous improvement across phone, chat, email, and remote desktop support channels.

Key Responsibilities

Performance Management and Staff Supervision (35%)

• Directly supervise up to one full-time and up to 12 part-time employees
• Set clear performance expectations aligned with Technology Services goals
• Conduct monthly one-on-one feedback meetings and complete annual evaluations by established deadlines
• Identify and address KSA gaps through continual training and coaching
• Document and resolve performance issues promptly
• Manage staff scheduling across all shifts, including after-hours coverage and adequate staffing levels
• Serve as on-call contact per rotation and backup to peer ITSC Leads
• Represent the team at departmental meetings and support individual career development goals
• Track KPIs and share relevant metrics with staff

Call Center Operations (50%)

• Lead call center support operations, including staff management and phone, chat, email, and remote desktop support
• Manage the Contact Center as a Service (CCaaS) platform, including call flow configuration, IVR adjustments, and ongoing optimization to ensure efficient call routing
• Actively monitor the call queue to minimize wait times and reduce abandoned calls
• Provide direct technical support to the university community as needed and meet ITSC-defined support metrics
• Ensure all interactions are tracked, documented, and followed up via customer satisfaction surveys

ITSM Liaison (5%)

• Represent ITSC at Change Advisory Board (CAB) meetings
• Contribute to cross-functional projects and initiatives as assigned

Minimum Qualifications

• Bachelor’s degree in information systems or related discipline, or equivalent work experience.
• Demonstrated management and supervisory abilities.
• Demonstrated organizational skills and the ability to work in a fast-paced and dynamic environment
• Demonstrated ability to communicate and work effectively with both non-technical customers and with staff and coworkers in a team environment to provide technical support, documentation, consultation, and training in software applications and procedures
• Demonstrated knowledge of customer service skills and the ability to investigate the customer’s needs pertaining to any aspect of the university and its resources
• Demonstrated knowledge of IT Concepts and terminology, network fundamentals, and information security best practices and methods
• Demonstrated ability to diagnose and resolve common desktop software, hardware, and communication issues, including the ability to use enterprise troubleshooting tools.
• Demonstrated knowledge of: operating systems such as Windows and Apple; mobile technologies including but not limited to iOS and Android; support software applications including but not limited to Microsoft Office, email clients, web browsers
• Demonstrated ability to work in and foster an environment of respect, professionalism and civility with a population of faculty, staff, and students from all backgrounds and experiences, or a commitment to do so as a staff member at VCU.

Preferred Qualifications

• Several years of experience in a customer service role, including support, installation, troubleshooting, and consulting with users of varying levels of knowledge.
• Experience working in higher education
• Desired IT certifications are ITIL Foundations v4, KCS Fundamentals v6, CompTIA A+, MCP, and HDI Support Center Team Lead.
• Demonstrated management and supervisory abilities in a help desk or call center environment.