DSS Service Lead / Information Technologist I

Working/Functional Title
DSS Service Lead
Position Summary
The Service Desk and Access Management teams within RHS Digital Strategies and Services provide first-level customer support and system access coordination for the Division of Residential and Hospitality Services at Michigan State University. This position is part of a hybrid work team and will begin fully on-site, transitioning to a hybrid schedule after onboarding and completion of the probationary period.

Reporting to the Service Desk & Access Management Team Manager, the DSS Service Lead will primarily perform the following duties:


+ Provide front-line technical support and assist in coordination of service desk and access management operations, including troubleshooting, ticket management, escalation, and user access processing

+ Support ticket quality assurance, maintain ticket templates and forms, and develop internal and external knowledge base content to promote consistent servi...