IT Quality Lead

IT Quality Lead Albizu University San Juan Campus The IT Quality Lead coordinates with the CIO, IT Development & Operational Manager, and other technology leaders to identify and prioritize critical systems initiatives and quality service delivery and ensure cohesive end-to-end quality assurance of all Albizu University's IT infrastructure and systems solutions.
The IT Quality Lead is a hands-on position requiring technical support for end users.
Requirements: Bachelor’s degree in information technology, Computer Science, or a related field with five years experience leading IT service delivery Lead or supervisor.
Required.
CompTIA A+ and ITIL 4 certifications.
Preferred.
A combination of academic degree, practical experience, and interpersonal skills is required to fulfill the duties and responsibilities of the position in a professional manner.
Five years of experience with Help Desk or Service Software.
Two years of experience supporting end-users with computing hardware, software, and networking protocols.
Knowledge of Agile, ITIL framework, and IT service management principles.
Microsoft Office: Proficiency in Word, Excel, PowerPoint, and OneDrive.
Candidate must be fully bilingual, both written and spoken.
(Spanish and English).
Essential duties: Manage the IT help desk systems and IT service catalog to achieve a positive customer experience for all Service Desk interactions.
Assist with maintaining current software and hardware inventories, including PC hardware, servers, network equipment, and peripherals.
Ensure all installed software is licensed correctly and documented.
Creates capacity reports and dashboards that provide visibility of the team’s workload and performance.
Create, maintain, and organize the division knowledge management and documentation system to ensure adequate information communication, processes, and transparency of work.
Distribute incident and task tickets as appropriate and rebalance work as needed to ensure that all tickets are escalated as necessary and appropriately.
Ensure that IT’s communication with the end-user community is thorough, professional, and service-oriented.
Recommend and implement process improvements and guide the team on required documentation and related metrics.
Promotes standardization and quality assurance “best practices” to drive continuous improvement Engage with business users to understand new requirements, workflows, and system issues and assist them in solving problems.
Owns hardware lifecycle management, maintains stock and protocol for consumable supplies, and facilitates repair/replacement/maintenance of circulating equipment and technology-equipped facilities.
Contact third-party vendors for warranty or contract service repair.
Monitor compliance with security requirements.
Configuring and customizing ServiceNow or an equivalent ITSM Platform.
Develop technical reports.
Manage databases and software development protocols.
Benefits: Vacation License: Accumulation of 11.
25 hours per month for employees who work 120 hours or more.
Sick Leave: Accumulation of 11.
25 hours per month for employees who work 120 hours or more.
Health Insurance: Offered after 90 days of employment, with the institution contributing $2,220.
00 annually to the insurance premium.
Retirement Plan: Offered after 90 days of employment, the employer contributes 5% of the annual basic salary.
Life Insurance Disability Insurance Study Benefit Assistance for Professional Development and other licenses, according to the Manual.
The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification.
They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified.
All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.
The mission of Albizu University is to educate professionals in behavioral sciences, speech pathology, and other disciplines, committed to research, to improve the quality of life, and to serve diverse communities.
Albizu University complies with Federal and State equal employment opportunity laws; qualified applicants are considered for all positions without regards to race, color, religion, sex, national origin, age, marital status, veteran status, non-job-related disability, or any other protected group status.