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.
Core Duties
- Team Leadership:
- 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.
- Cross-Functional Collaboration:
- 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.
- Mentorship and Development:
- 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.
- Technical Leadership and Problem-Solving:
- 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.
- Process and Service Optimization:
- 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.
- Operations, Reporting, and Analysis:
- 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.
Minimum Education & Experience:
Two-year college degree and five years of relevant experience or a combination of education and relevant experience.
Minimum Knowledge, Skills and Abilities:
- 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.
Certifications and Licenses:
Certifications related to end-user technology and support operations, such as those from CompTIA, Microsoft, Apple, and ITIL, would be a plus.
Physical Requirements:
- Regularly engage in desk-based computer tasks, frequently sit, use a telephone, perform light/fine manipulation, bend, lift, stand, and carry equipment.
- Occasionally lift, carry, push, or pull objects weighing 21-40 pounds; rarely kneel, crawl, climb (ladders, scaffolds, etc.), write by hand, sort/file paperwork or parts, and grasp forcefully.
- The University will provide reasonable accommodation to any employee with a disability who requires accommodation to perform the essential functions of the job, in accordance with its legal obligations.
Work Standards:
- Interpersonal Skills: Ability to collaborate effectively with Stanford colleagues, clients, and external organizations.
- Promote Culture of Safety: Commitment to personal responsibility and safety; communicates concerns and promotes safe behaviors based on training and lessons learned.
- Compliance: Adherence to all applicable University policies and procedures, including those in the University’s Administrative Guide.
The job duties listed are typical examples of work performed by positions in this job classification and are not designed to contain or be interpreted as a comprehensive inventory of all duties, tasks, and responsibilities. Specific duties and responsibilities may vary depending on department or program needs without changing the general nature and scope of the job or level of responsibility. Employees may also perform other duties as assigned.
Consistent with its obligations under the law, the University will provide reasonable accommodations to applicants and employees with disabilities. Applicants requiring a reasonable accommodation for any part of the application or hiring process should contact Stanford University Human Resources by submitting a contact form.
Stanford is an equal employment opportunity and affirmative action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other characteristic protected by law.
