Lead, IT Walk-Up Desk (Finance)

POSITION SUMMARY:
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The IT Walk-Up Desk Lead (Lead) provides on the ground oversight, support, training and backup duties for OPS employees stationed at the various IT Walk-Up desks on USF Main Campus and USF Health Morsani College of Medicine and Heart Institute in downtown Tampa. The Lead also acts as an escalation point to address customer concerns and issues that front line personnel are unable to appropriately assist with. This position requires strong knowledge of USF IT procedures as well as technical knowledge to appropriately troubleshoot issues that arise at our Walk-Up desks. Additionally, the Lead must posses strong leadership and communication skills in order to provide appropriate oversight and training to our Walk-Up desk team members as well as work with our clientele.
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ORGANIZATIONAL SUMMARY:
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Located in the vibrant and diverse Tampa Bay region of Florida's gulf coast, the University of South Florida (USF) is a Preeminent State Research University with campuses in Tampa, St. Petersburg and Sarasota-Manatee. Rated as one of the top places to live in the U.S., Tampa Bay offers a high quality of life, year-round sunshine, and easy access to top-rated entertainment. USF is one of the nation's largest public universities, serving more than 50,000 students with an annual budget of $1.8 billon. Over the past five years, USF has been the fastest-rising university in the nation, public or private, on the U.S. News and World Report's list of best universities, which it ranks as the 44th best public university in America.
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USF is proud to be an innovating partner within the Tampa Bay region, listed by Forbes as the top emerging tech city in the country.
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USF Information Technology (USF IT) provides technology services and support for the University of South Florida. The IT team, led by the Vice President and CIO, provides the following services: Administrative Services, Client Support, Communication Services, Teaching and Learning, Analytics and Reporting, Mobile and Web Services, Consulting Services, Cybersecurity Service and Research Technologies. For more information, please visit: Information Technology | University of South Florida (usf.edu)
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ADDITIONAL INFO FOR APPLICANTS:
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The selected candidate must have current work authorization in the United States. This position is not eligible for Visa Sponsorship.
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USF offers GREAT BENEFITS to full time employees!!
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• Medical Insurance
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• Dental Insurance
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• Vision Insurance
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• Paid Vacation Days
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• Paid Sick Days
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• 11 Paid Holidays
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• Various Retirement Options , including 401K employer match
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• Tuition Assistance (available for yourself, spouse, partner or dependent)
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For more information about your total compensation package and other USF benefits, please visit: Work at USFMINIMUM QUALIFICATIONS:

This position requires a high school diploma or equivalent, with two years of customer service or IT experience. Appropriate college coursework or vocational/technical training may substitute at an equivalent rate for the required experience. Possession of a valid Florida driver's license is required.

PREFERRED QUALIFICATIONS:

At least two years of experience in an in-person technical support role. Appropriate college course credit can supplant experience on a year to year basis.

SPECIAL SKILLS OR TRAINING:

The Lead should have at least 2 years of experience in an in-person technical support role with the ability to troubleshoot tier I technical issues and provide oversight to others performing a tier I tech support role.

This position may be subject to a Level 1 or Level 2 criminal background check.

Applicants for USF employment are entitled to request reasonable accommodation(s) in the application process. A request is to be made at least five (5) working days prior to the time the accommodation(s) is needed. Contact the USF ADA Lead ( hr-ADA-Request@usf.edu ) to coordinate your accommodation request.Working at USF
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With approximately 16,000 employees, the University of South Florida is one of the largest employers in the Tampa Bay area. We are dedicated to cultivating a talented, engaged and driven workforce that strives to be bold. Employees excel in USF's rich academic environment, which fosters their development and advancement. In 2025, Forbes recognized USF as one of Florida's best large employers, ranked No. 1 among the state's 12 public universities. Our first-class benefits package includes medical, dental and life insurance plans, retirement plan options, employee and dependent tuition programs, generous leave, and hundreds of employee perks and discounts.
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About USF
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The University of South Florida is a top-ranked research university serving approximately 50,000 students from across the globe at campuses in Tampa, St. Petersburg, Sarasota-Manatee and USF Health. USF is recognized by U.S. News & World Report as a top 50 public university and the best value in Florida. U.S. News also ranks the USF Health Morsani College of Medicine as the No. 1 medical school in Florida and in the highest tier nationwide. USF is a member of the Association of American Universities (AAU), a group that includes only the top 3% of universities in the U.S. With an all-time high of $738 million in research funding in 2024 and as a top 20 public university for producing U.S. patents, USF uses innovation to transform lives and shape a better future. The university generates an annual economic impact of more than $6 billion. USF's Division I athletics teams compete in the American Athletic Conference. Learn more at www.usf.edu .\n

The Lead should provide oversight to all IT Walk-Up desks. This should include routine and non-routine visits to each desk area. The Lead should verify proper visual presentation (e.g. dress code, cleanliness, signage), assist with obtaining appropriate supplies, ensure functionality of technology used at each location, monitor tech/ customer interactions, verify and assess ticket creation, monitor the teams communication channel and respond/post when necessary, and provide regular performance feedback to the techs and to management.

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The Lead should provide training to new employees and ongoing training to existing employees. New employees should be brought up to speed on how to address FAQs specific to each Walk-Up location as well as proper ticket creation and escalation processes. For our seasoned employees, ongoing training opportunities (e.g. assisting the Chat team, working with DO team on basic trouble tickets) should be sought.

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The Lead should plan for and act as a backup or rotate Walk-Up team members to achieve basic coverage needs when a location is scheduled to be shorthanded. In an unscheduled event that leaves a desk short handed, the Lead should assess backup options that are available and implement a plan that best achieves basic coverage needs. In these events Management should be notified. The Lead should work with management in planning for resource requirements for Fall/Spring startup.

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Escalation and customer support - The Lead should serve as an escalation point for technical issues and/or customer concerns that team members do not know how to address. Additionally, the Lead should engage in regular customer support activities when possible, setting an example as a role model and providing opportunities for goal emulation.

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Attends meetings with Management and stakeholders as assigned.

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Performs other duties as assigned.

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