Help Desk Team Lead | Onsite @ Oakwood University

About Ellucian Ellucian powers innovation for higher education, partnering with approximately 3,000 customers across 50 countries, serving more than 21 million students. Ellucian's AI-powered platform, trained on the richest dataset available in higher education, drives efficiency, personalized experiences, and strengthened engagement for all students, faculty and staff. Fueled by decades of experience with a singular focus on the unique needs of learning institutions, the Ellucian platform features best-in-class SaaS capabilities and delivers insights needed now and into the future. These solutions and services span the entire student lifecycle, including data-rich tools for student recruitment, enrollment, and retention to workforce analytics, fundraising, and alumni engagement. Ellucian's innovative solutions, vast ecosystem of partners and user community of more than 45,000 provides best practices leading to greater institutional success and achieving better student outcomes. About the Opportunity Work Schedule & Location Location: Onsite at Oakwood University Schedule: 5 days per week onsite Business Casual attire Hours: Monday–Thursday: 8:00 AM – 5:30 PM Friday: 8:00 AM – 12:00 PM As a Help Desk Team Lead , this position leads the Oakwood University Information Technology (OUIT) User Services team in day-to-day service desk operations, including technical support, ticket prioritization, escalation handling, staff guidance, and student worker coordination. This is an onsite, customer-facing role that requires the incumbent to lead by example. In addition to advanced Tier 3 support, this role carries functional responsibility for identity and access support, endpoint governance, documentation standards, and process improvement aligned with ITIL/ITSM and applicable security frameworks.

Lead is expected to model punctuality, reliable attendance, professional integrity, accountability, sound judgment, and composure under pressure. Where you will make an impact Team Lead and Supervisory Lead day-to-day User Services operations, including service desk workflow, ticket prioritization, escalation handling, and workload coordination in alignment with CIO direction. Delegate work to Support Technicians and student workers based on priority, skill set, workload, and coverage needs. Serve as the first-level escalation point for complex, sensitive, or high-priority tickets; escalate matters to the CIO when appropriate. Provide technical guidance, mentoring, training, and quality checks to improve team performance and ticket resolution standards. Lead team stand-ups, briefings, or operational check-ins as directed. Identify recurring support issues and recommend systemic improvements that reduce repeat incidents and improve service desk efficiency. Model punctuality, professional integrity, reliable attendance, accurate timekeeping, truthful status reporting, and readiness during scheduled coverage periods. Prioritize competing incidents, requests, projects, and operational responsibilities while maintaining composure, professionalism, and timely communication of blockers, risks, and service impacts. Technical Support Provide advanced Tier 3 technical support and troubleshooting for OUIT-supported systems, hardware, software, peripherals, and user productivity tools. Advise, train, and assist faculty, staff, students, and guest lecturers, ensuring timely and professional responses to service requests and concerns. Resolve complex issues using remote diagnostic/remediation tools or onsite support at user locations. Test and evaluate proposed software and hardware for efficiency, reliability, compatibility, and supportability. Assist network/systems and applications teams with end-user connectivity, stability, application, and device issues. Support VoIP services and associated devices. Provide onsite and event support, including occasional after-hours coverage during peak university operations. Identity, Access, and