Desktop Support Lead

California, United States
15 Nov 2018
End of advertisement period
15 Dec 2018
Contract Type
Full Time

Would you like to help shape the future of Stanford’s School of Medicine as one of the most prestigious schools in the world?  Join our IT Support team in leading and changing medicine as we know it today.  We are looking for energetic self-starters who want to make a contribution as a Desktop Support Team Lead to drive and support initiatives in the Office of Information Resources & Technology (IRT).  Stanford University is an employer of choice in the Silicon Valley, sitting next to, and interacting with the world’s preeminent high tech companies.  We offer a variety of benefits beyond traditional medical, dental retirement and savings options.  This is a culture where you can make a difference working alongside some of the brightest and advanced thinkers in the world.

Our Job is a full-time, continuing, benefits eligible position reporting to the Desktop Support Manager.  In this position you will be responsible for a Desktop Support Lead to provide outstanding service to our users and team members. The Desktop Support Lead will be a member of our IT Support leadership team and act as a lead within one or more Desktop Support teams providing technical support to end-users across the School of Medicine for computer hardware, software, and network related issues in a complex environment. The IT Desktop Support team provides Tier 1, 2, and 3 support for desktops, laptops, and mobile devices used by the SSOM’s faculty, staff, students and affiliates to resolve issues involving security, communication, collaboration, and productivity applications.

Under the guidance and management of a Desktop Support Manager, the Desktop Support Lead will coordinate the daily activities of up to 15 tier 1 and 2 IT staff; manage support coverage calendars; orient, train, and mentor staff; address intra-team conflicts; monitor incident management queue(s); address client escalation issues; and interface with high-profile clients as needed.

Information Resources and Technology (IRT) provides information technology and informatics services in support of the Stanford School of Medicine’s (SSOM) clinical, research and educational missions. IRT’s services include software development, web services, business intelligence, educational technology, data center, data security, IT support and clinical informatics.

Duties include:

  • Act as technical expert in a computing support environment. Take escalated issues and resolve or refer to specialized expert as needed.
  • Lead activities of desktop staff to diagnose and resolve client problems; guide computing support staff on diagnosis of potential problems and resolutions.
  • Lead projects requiring technical expertise and creativity in analysis and deployment of technology.
  • Ensure team meets client service metrics. Monitor and report on all phases of computing support are coordinated, logged, tracked, and resolved appropriately. May establish service level agreements with clients.
  • Provide input on process improvements and contribute to the technology road map for the strategic plan.
  • May perform metrics trend analysis and reporting; guiding resultant process improvement.
  • Contribute to the development, communication and implementation of policies, procedures, best practices, recommendations, and guidelines for standards.
  • Provide technical guidance and training; may guide other staff.

* - Other duties may also be assigned 


  • Demonstrated customer relationship skills, consensus building skills, and ability to establish effective working relationships in a diverse and distributed organization; flexible in adapting to clients’ changing needs.
  • Ability to work independently and exercise sound judgment in leading the activities of a technical team.
  • Generalist knowledge in various IT areas, such as networking, desktop support, and security, and methods used in those areas.
  • Knowledge of best practices in delivering IT support services.
  • Prior experience with data security tools, issues, and best practices.
  • Demonstrated ability to manage projects from start to finish.
  • 5 years of IT-related work in an academic environment—ideally in a medical research environment.
  • Experience in the Stanford University / Stanford Medicine computing environment and a demonstrated ability to recommend and implement appropriate solutions
  • Bachelor's degree


Two-year college degree and five years of relevant experience or a combination of education and relevant experience.


  • Ability to plan effectively and to manage/supervise projects and work queues.
  • Ability to provide excellent client service.
  • Ability to lead projects requiring technical expertise and creativity in analysis and deployment of technology.
  • Must have advances level expertise diagnostic techniques for problem troubleshooting.
  • Excellent oral and written communication skills, with the ability to communicate complex technical issues to non-technical users.
  • Ability to apply information technology best practices, including security (this includes information security or physical security, such as asset management) to problem resolution and troubleshooting.


  • Constantly perform desk-based computer tasks.
  • Frequently sitting, use a telephone, grasp lightly/fine manipulation, bending, lifting, standing, and carrying equipment.
  • Occasionally lift/carry/push/pull objects that weigh 21-40 pounds.
  • Rarely kneel/crawl, climb (ladders, scaffolds, or other), writing by hand, sort/file paperwork or parts, grasp forcefully.

* - Consistent with its obligations under the law, the University will provide reasonable accommodation to any employee with a disability who requires accommodation to perform the essential functions of his or her job.


  • May require extended hours and weekends, on-call rotation
  • This position currently works in our historic Stanford University campus.  This position may move to the new Stanford Redwood City campus in late May to June 2019.


  • Interpersonal Skills: Demonstrates the ability to work well with Stanford colleagues and clients and with external organizations.
  • Promote Culture of Safety: Demonstrates commitment to personal responsibility and value for safety; communicates safety concerns; uses and promotes safe behaviors based on training and lessons learned.
  • Subject to and expected to comply with all applicable University policies and procedures, including but not limited to the personnel policies and other policies found in the University's Administrative Guide,