Technology Support Lead
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Key skills for this role
Role Overview
Leads technology support for classroom technologies, collaboration platforms, and end-user computing environments supporting teaching, learning, research, and administration.
Oversees daily operations and guides AV and EUC specialists to provide consistent, standardized, and service-oriented technology support.
Engages stakeholders and drives continuous improvement and service excellence across the university.
Key Skills for This Role
Full Job Posting
About the Role
Leads technology support for classroom technologies, collaboration platforms, and end-user computing environments supporting teaching, learning, research, and administration.
Oversees daily operations and guides AV and EUC specialists to provide consistent, standardized, and service-oriented technology support.
Engages stakeholders and drives continuous improvement and service excellence across the university.
Responsibilities
- Lead and supervise AV engineers, EUC specialists, and technicians through guidance, mentoring, task allocation, and technical support.
- Operate, maintain, and troubleshoot classroom AV systems, collaboration platforms, desktops, laptops, peripherals, and software environments.
- Manage service continuity, operational schedules, equipment lifecycles, upgrades, replacements, and AV and EUC project delivery.
- Support OPEX and CAPEX budgeting, expense tracking, vendor coordination, installations, upgrades, and service agreements.
- Administer Crestron XIO Cloud, Extron GlobalViewer, Intune, JAMF, and other centralized AV and EUC management platforms.
- Ensure compliance with IT security, licensing, asset management, health, safety, and operational standards.
- Act as escalation point for complex issues and provide consultancy, demonstrations, training, and stakeholder communications.
- Implement ITIL-based service processes, maintain records and reports, track KPIs, and support staff development and performance reviews.
Qualifications
- Bachelor’s degree in IT, computer science, electronics, or another related discipline.
- Minimum 10 years of experience designing, implementing, and maintaining enterprise AV and video conferencing systems in classrooms, auditoriums, and conference environments.
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