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Computing Support Analyst 3 - Technical Lead
Stanford University - Stanford, CA
posted about 1 month ago
About the position
Stanford's University IT's Computer Resource Consulting (CRC) seeks a Technical Lead for one of our teams to provide expert technical consulting, guidance, and operational support. As a client-focused unit within UIT, our goal is to ensure an empowering technology experience for faculty, researchers, and staff. CRC operates as an internal service center, charging Stanford for the services we provide. We strive to achieve financial self-sufficiency while prioritizing the best interests of Stanford.
Responsibilities
- Collaborate with your direct manager to lead and inspire a team of technical consultants, ensuring they deliver high-quality and cost-effective desktop support services to CRC's clients. Set clear goals, track progress, and maintain accountability for team performance.
- Collaborate with teams across CRC, UIT, and Stanford to implement projects, deploy new technologies, and support large-scale initiatives. Serve as a liaison to align technical efforts with organizational priorities.
- Mentor and coach team members on best practices for client support, troubleshooting, and customer service. Identify opportunities for professional growth and foster a culture of continuous learning.
- Act as a subject matter expert in desktop support technologies, tools, and standards. Lead by example in resolving complex technical issues and providing guidance on advanced troubleshooting methods.
- Analyze workflows and service delivery to identify opportunities for greater efficiency and effectiveness. Implement best practices and recommend tools or methodologies to enhance quality and support cost recovery goals.
- Coordinate schedules, ensure timely coverage, and assist clients with appointment rescheduling to support the team's operational needs. Generate detailed reports on remediation efforts, analyze data trends, and develop actionable plans to improve service delivery and operational efficiency.
Requirements
- Two-year college degree and five years of relevant experience or a combination of education and relevant experience.
- Extensive expertise in and experience with supporting Windows, Mac OS, or both.
- Effective planning and management/supervision of projects and work queues.
- Excellent client service skills.
- Leadership in projects requiring technical expertise and creative analysis and deployment of technology.
- Advanced diagnostic techniques for problem troubleshooting.
Nice-to-haves
- Certifications related to end-user technology and support operations, such as those from CompTIA, Microsoft, Apple, and ITIL.
Benefits
- Comprehensive rewards package including health insurance, retirement plans, and paid time off.
- Access to Stanford's extensive range of benefits and rewards offered to employees.
