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Reporting to the Associate Director of User Support Services, the Technical Lead will provide advanced support services to faculty, staff, and students at Yale Law School and provide a leadership role with the help desk staff. Extensive experience, advanced technical skills, and excellent judgment are required.
The Technical Lead will continually evaluate user needs to ensure reliable, consistent delivery of the highest level of client support services to the Law School faculty and staff. With wide latitude and creativity, they will diagnose and resolve complex technical problems and determine root causes. They will develop troubleshooting and problem resolution programs to ensure excellent and consistent customer service. Managing technical projects, including the universal imaging setup and deployment, they will initiate processes, set deliverables, design and implement QA processes, and oversee deployment and maintenance. They will design processes and use tools to optimize data security, data recovery, and backup.
Working with the Yale Law School IT team leadership and the University Information Security team, the Technical Lead will assist in the development and implementation of a security awareness plan, ensuring the Law School is following established best practices and university policies concerning data and workstation security. Serving as the project lead in evaluating, planning, and testing the deployment of new software, they will evaluate policies and procedures and recommend changes to maximize service, reliability, user satisfaction, and information security.
Essential Duties
1. Develops functional and/or service goals that ensure conformity and uniformity with University policies within their assigned area of responsibility. 2. Oversees new and existing systems and services development to include modification of existing systems. 3. Evaluates user needs and implement systems and solutions to best service the community. 4. Consults with users and IT functions to diagnose and resolve complex problems. 5. Serves as a liaison between area of responsibility and other areas to ensure conformity with department and University goals. 6. Develops troubleshooting and problem resolution programs to ensure a high level of service and efficiency. 7. Influences and collaborates with clients and ITS functions to maximize the delivery of services and solutions. 8. May perform other duties as assigned.
Required Education and Experience
Bachelor's Degree in a relevant technical field and four to nine years of related technical experience or an equivalent combination of education and experience.
Required Skill/Ability 1:
Proven ability and drive to provide exceptional customer service with excellent interpersonal skills. Listens carefully to understand needs; proactively responds in a diplomatic, professional, and timely manner. Advanced technical skills, excellent judgment and an ability to handle and prioritize multiple tasks simultaneously in a competent, organized manner.
Required Skill/Ability 2:
Advanced proficiency with Windows, macOS, and mobile operating systems. Excellent judgment in diagnosing and resolving complex technical problems and determining root causes. Proven experience in all aspects of user support, including an understanding of networking, Active Directory, and printing.
Required Skill/Ability 3:
Extensive experience and advanced technical skills in overseeing all phases of computer deployments, including managing universal imaging setup and deployment, ongoing maintenance, evaluating and documenting processes, designing and testing, ensuring quality assurance, and software deployments adhering to Yale policy.
Required Skill/Ability 4:
Ability to work effectively in a fast-paced and quickly changing environment. Demonstrated ability to meet deadlines with high accuracy, attention to detail, and follow through on all assigned work and projects.
Required Skill/Ability 5:
A strong team player who thrives in collaborative environments, contributing effectively to group goals while respecting individual roles. Demonstrated ability to communicate openly, share knowledge, and support team members by handling escalations on challenging technical issues to ensure prompt resolution.
Preferred Education, Experience and Skills:
Advanced knowledge of Zendesk, JAMF, MS Endpoint Manager, Zoom, Dell, Lenovo, and Apple hardware. Familiarity with Classroom technology. One of the following certifications: A+, Network+, Microsoft, Apple/macOS/IOS. Proven experience mentoring and supporting colleagues.
Weekend Hours Required?
Occasional
Evening Hours Required?
Occasional
Drug Screen
No
Health Screening
No
Background Check Requirements
All candidates for employment will be subject to pre-employment background screening for this position, which may include motor vehicle, DOT certification, drug testing and credit checks based on the position description and job requirements. All offers are contingent upon the successful completion of the background check. For additional information on the background check requirements and process visit "Learn about background checks" under the Applicant Support Resources section of Careers on the It's Your Yale website.
Posting Disclaimer
The intent of this job description is to provide a representative summary of the essential functions that will be required of the position and should not be construed as a declaration of specific duties and responsibilities of the particular position. Employees will be assigned specific job-related duties through their hiring departments.
EEO Statement:
University policy is committed to affirmative action under law in employment of women, minority group members, individuals with disabilities, and protected veterans. Additionally, in accordance with Yale's Policy Against Discrimination and Harassment, and as delineated by federal and Connecticut law, Yale does not discriminate in admissions, educational programs, or employment against any individual on account of that individual's sex, sexual orientation, gender identity or expression, race, color, national or ethnic origin, religion, age, disability, status as a special disabled veteran, veteran of the Vietnam era or other covered veteran.
Inquiries concerning Yale's Policy Against Discrimination and Harassment may be referred to the Office of Institutional Equity and Accessibility (OIEA).
Note
Yale University is a tobacco-free campus
The Technical Lead will continually evaluate user needs to ensure reliable, consistent delivery of the highest level of client support services to the Law School faculty and staff. With wide latitude and creativity, they will diagnose and resolve complex technical problems and determine root causes. They will develop troubleshooting and problem resolution programs to ensure excellent and consistent customer service. Managing technical projects, including the universal imaging setup and deployment, they will initiate processes, set deliverables, design and implement QA processes, and oversee deployment and maintenance. They will design processes and use tools to optimize data security, data recovery, and backup.
Working with the Yale Law School IT team leadership and the University Information Security team, the Technical Lead will assist in the development and implementation of a security awareness plan, ensuring the Law School is following established best practices and university policies concerning data and workstation security. Serving as the project lead in evaluating, planning, and testing the deployment of new software, they will evaluate policies and procedures and recommend changes to maximize service, reliability, user satisfaction, and information security.
Essential Duties
1. Develops functional and/or service goals that ensure conformity and uniformity with University policies within their assigned area of responsibility. 2. Oversees new and existing systems and services development to include modification of existing systems. 3. Evaluates user needs and implement systems and solutions to best service the community. 4. Consults with users and IT functions to diagnose and resolve complex problems. 5. Serves as a liaison between area of responsibility and other areas to ensure conformity with department and University goals. 6. Develops troubleshooting and problem resolution programs to ensure a high level of service and efficiency. 7. Influences and collaborates with clients and ITS functions to maximize the delivery of services and solutions. 8. May perform other duties as assigned.
Required Education and Experience
Bachelor's Degree in a relevant technical field and four to nine years of related technical experience or an equivalent combination of education and experience.
Required Skill/Ability 1:
Proven ability and drive to provide exceptional customer service with excellent interpersonal skills. Listens carefully to understand needs; proactively responds in a diplomatic, professional, and timely manner. Advanced technical skills, excellent judgment and an ability to handle and prioritize multiple tasks simultaneously in a competent, organized manner.
Required Skill/Ability 2:
Advanced proficiency with Windows, macOS, and mobile operating systems. Excellent judgment in diagnosing and resolving complex technical problems and determining root causes. Proven experience in all aspects of user support, including an understanding of networking, Active Directory, and printing.
Required Skill/Ability 3:
Extensive experience and advanced technical skills in overseeing all phases of computer deployments, including managing universal imaging setup and deployment, ongoing maintenance, evaluating and documenting processes, designing and testing, ensuring quality assurance, and software deployments adhering to Yale policy.
Required Skill/Ability 4:
Ability to work effectively in a fast-paced and quickly changing environment. Demonstrated ability to meet deadlines with high accuracy, attention to detail, and follow through on all assigned work and projects.
Required Skill/Ability 5:
A strong team player who thrives in collaborative environments, contributing effectively to group goals while respecting individual roles. Demonstrated ability to communicate openly, share knowledge, and support team members by handling escalations on challenging technical issues to ensure prompt resolution.
Preferred Education, Experience and Skills:
Advanced knowledge of Zendesk, JAMF, MS Endpoint Manager, Zoom, Dell, Lenovo, and Apple hardware. Familiarity with Classroom technology. One of the following certifications: A+, Network+, Microsoft, Apple/macOS/IOS. Proven experience mentoring and supporting colleagues.
Weekend Hours Required?
Occasional
Evening Hours Required?
Occasional
Drug Screen
No
Health Screening
No
Background Check Requirements
All candidates for employment will be subject to pre-employment background screening for this position, which may include motor vehicle, DOT certification, drug testing and credit checks based on the position description and job requirements. All offers are contingent upon the successful completion of the background check. For additional information on the background check requirements and process visit "Learn about background checks" under the Applicant Support Resources section of Careers on the It's Your Yale website.
Posting Disclaimer
The intent of this job description is to provide a representative summary of the essential functions that will be required of the position and should not be construed as a declaration of specific duties and responsibilities of the particular position. Employees will be assigned specific job-related duties through their hiring departments.
EEO Statement:
University policy is committed to affirmative action under law in employment of women, minority group members, individuals with disabilities, and protected veterans. Additionally, in accordance with Yale's Policy Against Discrimination and Harassment, and as delineated by federal and Connecticut law, Yale does not discriminate in admissions, educational programs, or employment against any individual on account of that individual's sex, sexual orientation, gender identity or expression, race, color, national or ethnic origin, religion, age, disability, status as a special disabled veteran, veteran of the Vietnam era or other covered veteran.
Inquiries concerning Yale's Policy Against Discrimination and Harassment may be referred to the Office of Institutional Equity and Accessibility (OIEA).
Note
Yale University is a tobacco-free campus
Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.
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