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Tier 1 Team Lead
Job Location:
Job Location:
Chapel Hill, NC - USA
Monthly Salary:
$ 58000 - 64272
Monthly Salary:
Posted:
17 July 2026 (30+ days ago)
Posted:
Application Deadline:
14 October 2026
Application Deadline:
Vacancies:
1 Vacancy
Vacancies:
Job Summary
Position Summary
This position may be eligible for a hybrid work arrangement that may include a partially remote work location consistent with System Office policy. UNC Chapel Hill employees are generally required to reside within a reasonable commuting distance of their assigned duty station. ITS Customer Experience and Engagement (CE&E) strives to provide the highest level of customer satisfaction through effective reliable and professional IT support in partnership with campus units. The division advances the Universitys role as one of the nations leading public universities by providing continuous service improvement and leveraging technology efficiencies and expertise. As part of CE&E the ITS Service Desk is the first point of contact for IT support at UNC -Chapel Hill. We log all incidents and service requests execute the incident and request fulfillment processes and route unresolved problems to the appropriate support group. We communicate with users in terms of providing information advice and guidance. Additionally we work closely with the specialized Help Desks provided by different departments and schools on campus. This position provides Tier 1 (advanced) technical support to faculty staff and students for a variety of applications and services used across a wide range of systems networks and platforms. Areas of support include Lenovo/Mac CCI hardware Microsoft Windows Mac OS operating systems M365 VPN DUO MFA various E-mail clients Internet browsers networking and campus IT services. Technical support is provided via phone web email chat and walk-up. Principal duties involve diagnosing and resolving customer technical problems in collaboration with Service Desk addition to day-to-day Tier 1 support the Tier 1 Lead will have dedicated time to focus on the additional scope of the Tier 1 Lead position. The additional responsibilities include: Contact Center ( ACD ) Administration Phone metrics and reporting in our contact center and ticketing platform Technical lead to students and staff Performing quality assurance/control for phone support
Work Schedule
8a 5p Mon Fri; hours are subject to change based on business needs
This position may be eligible for a hybrid work arrangement that may include a partially remote work location consistent with System Office policy. UNC Chapel Hill employees are generally required to reside within a reasonable commuting distance of their assigned duty station. ITS Customer Experience and Engagement (CE&E) strives to provide the highest level of customer satisfaction through effective reliable and professional IT support in partnership with campus units. The division advances the Universitys role as one of the nations leading public universities by providing continuous service improvement and leveraging technology efficiencies and expertise. As part of CE&E the ITS Service Desk is the first point of contact for IT support at UNC -Chapel Hill. We log all incidents and service requests execute the incident and request fulfillment processes and route unresolved problems to the appropriate support group. We communicate with users in terms of providing information advice and guidance. Additionally we work closely with the specialized Help Desks provided by different departments and schools on campus. This position provides Tier 1 (advanced) technical support to faculty staff and students for a variety of applications and services used across a wide range of systems networks and platforms. Areas of support include Lenovo/Mac CCI hardware Microsoft Windows Mac OS operating systems M365 VPN DUO MFA various E-mail clients Internet browsers networking and campus IT services. Technical support is provided via phone web email chat and walk-up. Principal duties involve diagnosing and resolving customer technical problems in collaboration with Service Desk addition to day-to-day Tier 1 support the Tier 1 Lead will have dedicated time to focus on the additional scope of the Tier 1 Lead position. The additional responsibilities include: Contact Center ( ACD ) Administration Phone metrics and reporting in our contact center and ticketing platform Technical lead to students and staff Performing quality assurance/control for phone support
Work Schedule
8a 5p Mon Fri; hours are subject to change based on business needs
Required Experience:
Staff IC
About Company
The University of North Carolina at Chapel Hill, the nation’s first public university, is a global higher education leader known for innovative teaching, research and public service. A member of the prestigious Association of American Universities, Carolina regularly ranks as the best ... View more
