Help Desk - Student Team Lead Position Description

This document describes the Student Team Lead position at the Help Desk.

Student Team Lead
DoIT Help Desk Support Staff
Division of Information Technology (DoIT)
University of Wisconsin - Madison

Position Summary

This is a 15-20 hour per week student position, which is part of the Help Desk Student Leadership Program. The position is for a minimum of two semesters. The Student Team Lead, in conjunction with the Level 1 Team Leads and Supervisor, is responsible for managing both the Level 1 staff and day-to-day functions of the University of Wisconsin-Madison DoIT Level 1 Help Desk.

The Student Team Lead position is a challenging yet exciting role that encompasses an array or responsibilities and duties such as: hiring, training, scheduling, and coaching. The position and the Student Leadership Program provide the student employee with technical and managerial skills along with on-the-job experience that will benefit them when they finish college and continue in their chosen career.

This position reports to the Level 1 Team Leads. Student Team Leads will earn $13.75 an hour.


Duties

40%     Team Management

40%     Special Projects

Lead an initiative annually focusing on a major component of Help Desk operations, current examples include:

The technical or operational project will be designed to achieve significant quality or business process improvements. For the purpose of the project, the Student Team Lead will work with the Level 1 Team Lead.

15%     Help Desk & Customer Support

Use developed skills along with support tools such as incident management software, automatic call distribution system, and knowledge bases to respond to customer requests and help agents triage cases.

5%     Professional Development

Complete training as assigned. Student Team Leads will have the opportunity for professional development such as Student Leadership Program sponsored seminars and meetings.


Experience and Skills Required