Princeton University · 3 days ago
Team Lead, Technical Services
Princeton, NJ
Full-time
Onsite
Mid, Senior Level
$98K/yr - $108K/yr
5+ years expPrinceton University is seeking a Technology Services Lead to join the Data Strategy & Innovation team. The role involves overseeing the Help Desk Support team, ensuring effective resolution of technical issues, and providing technical leadership in maintaining computer systems and hardware solutions for the Office of Advancement.
AlumniEducationHigher EducationUniversities
Responsibilities
Oversee the day-to-day operations (including the prioritization and delegation of tasks and initiatives) of the Technical Support team responsible for resolving technical requests for staff at 100 Overlook Center, Maclean House, and 36 University Place (TigerCall)
Act as a mentor and provide oversight, coaching, and training to technical support staff
Serve as the point of contact for technical escalations
Review (and, where applicable create) all technical support related processes and documentation for continuous improvement and troubleshooting
Monitor ticket queues and ensure technical service tickets are being followed up in a timely manner, in accordance with established SLAs
Drive customer satisfaction and success of the Technical Support team by ensuring all requests and issues are resolved in a prompt and professional manner
Serve as technical lead for key initiatives/projects, including but not limited to Reunions, TAGD and the end of year close process
Coordinate cross-training efforts for the technical support technicians to ensure full coverage during all scheduled coverage hours
Contribute knowledge and expertise to help guide decision making
Provide computing support for the Office of Advancement, including the installation, configuration and troubleshooting of a variety of business applications and servers (including initial server setup request, installation and deployment of applications, and maintenance of all associated hardware and software) in support of business processing requirements
Evaluate solutions, identify opportunities for improved efficiencies and effectiveness and establish technical roll-out plans in support of Advancement’s strategic initiatives
Develop and manage best practice processes and procedures for the management of the technologies and platforms, including identification of measures and metrics to establish baselines and identify improvement opportunities
Guarantee servers are available and functioning at optimal levels; monitor system performance and security; ensure all software installations, patches and upgrades to operating systems and software packages are performed
Collaborate with OIT/ISO to review vulnerability scan results across all networked devices, systems, and applications. Assess, assign and prioritize remediation efforts based on the severity and potential impact of the identified vulnerabilities
Evaluate access requests, permissions, and management of access groups in Grouper and the Logitech Sync portal
Actively participate in the University’s SCAD/DCS program and attend regular meetings
Assess computing and hardware requirements of Advancement staff, forecast needs and oversees procurement of equipment, asset and inventory management, and related controls
Partner cross-functionally to assess and remedy the University's adherence to PCI requirements
Lead communications between the Office of Advancement and OIT on matters related to network and hardware operations and security
Establish and maintain a high level of customer trust and confidence with strong knowledge and understanding of business needs
Independently manage and provide guidance for infrastructure initiatives
Manage relationships with / account access requests for vendors for software and/or hardware-related issues and requests
Direct ongoing work focused on continuous process and structure improvements to achieve maximum cost savings and performance efficiency
Undertake special assignments/projects as reasonably requested by the Office of Advancement
Qualification
Required
Bachelor's degree in a relevant field (eg, computer science, information technology) or equivalent experience
5+ years of experience in a technical support role or related work experience
Hands-on experience leading a DevOps or technical support / help desk team
Strong analytical skills and demonstrated experience troubleshooting, diagnosing and correcting network and computer problems
Demonstrated experience maintaining Windows servers and desktop applications and hardware in a networked environment
Working knowledge of cloud services (eg, AWS, Azure) and basic understanding of networking concepts, including firewalls and VPNs
Understanding of basic cybersecurity principles, include encryption, authentication and access control methods
Working knowledge of web applications, including IIS and Apache
Familiarity with network and application monitoring tools, such as Nagios, ThousandEyes and ExtraHop
Experience with help desk ticketing systems, such as ServiceNow
Experience with conference room technology (eg, Logitech)
Experience with Microsoft Office/Google Suite and other relevant software
Excellent collaboration and interpersonal skills, with the ability to build rapport with employees and stakeholders at all levels
Excellent verbal and written communication skills with the ability to present complex information clearly and concisely
Strong organizational and project management skills to handle several projects simultaneously to accommodate shifting priorities and meet deadlines
Strong customer service orientation and focus with the ability to assess customer needs and provide troubleshooting help for a positive customer experience and resolution
Strong initiative, self-motivation, and the ability to work both independently and in teams
Demonstrated strength in critical thinking to identify new system solutions for evolving business requirements
Demonstrated ability to work effectively with individuals from diverse backgrounds, identities, abilities and experiences
Commitment to the Office of Advancement's mission to inform, involve and inspire Princeton's global community of alumni and friends, and adhering to its guiding principles of High Performance, Innovation, Civility and Collaboration
Preferred
Knowledge of Princeton's mission
Experience in higher education
Benefits
Comprehensive benefit program
Company
Princeton University
Princeton University is a private Ivy League university that offers a variety of master’s degrees and Ph. D.s.
5001-10000 employees
H1B Sponsorship
Princeton University has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (301)
2024 (220)
2023 (218)
2022 (172)
2021 (207)
2020 (193)
Funding
Current Stage
Late StageTotal Funding
$11.44MKey Investors
US Department of EnergyAlfred P. Sloan FoundationNational Institute of Allergy and Infectious Diseases
2024-06-06Grant· $2M
2023-08-14Grant
2022-02-15Grant· $5.5M
Leadership Team
Amy Robinson Sterling
Executive Director, Eyewire
Anne-Marie Maman
Founding Director - Princeton Entrepreneurship Council
Recent News
2025-12-28
2025-12-22
Crunchbase News
2025-12-16
Company data provided by crunchbase