Tech Support Team Lead - Higher Ed IT

University of Kansas; Tipton; On-site; GBP 53,000 - 75,000; Full time

Job summary

The University of Kansas Technology Support Center seeks a Technology Coordinator to lead technicians, prioritize issues, and drive KPI-driven improvements across Windows, MacOS, and Linux environments. You will coordinate team activities, escalate complex problems, and document solutions for students, faculty, staff, and researchers.

Responsibilities include supervising the team, directing workflow with the Assistant Director, troubleshooting hardware/software/network issues, and maintaining

Qualifications

• Two years of professional experience supporting Windows and MacOS systems in an academic or corporate environment.
• Two years of experience providing customer service in an academic or corporate environment.
• Excellent written communication skills as evident by application materials.
• Demonstrated experience with basic troubleshooting in network management in an enterprise network.

Responsibilities

• Provide general technical support via phone, email, chat or in person and triage issues.
• Assign, organize and prioritize projects for the technical support team under supervision.
• Troubleshoot hardware and software issues and advise users on system requirements and maintenance.
• Meet customer requirements through first contact resolutions with high customer satisfaction.
• Create and update trouble tickets, knowledgebase articles and procedures.
• Provide quotes for new equipment and manage inventory and imaging of new computers.
• Perform special projects and other duties as assigned.

Skills

Team supervision

Customer service

Technical support

Windows

MacOS

Linux

Troubleshooting

Documentation

Communications

Education

Bachelor’s degree

Associate’s degree

High school diploma or GED

Tools

Active Directory

SCCM/MCM

Team Dynamix

Imaging software

Job description

The University of Kansas Technology Support Center seeks a Technology Coordinator to lead technicians, prioritize issues, and drive KPI-driven improvements across Windows, MacOS, and Linux environments. You will coordinate team activities, escalate complex problems, and document solutions for students, faculty, staff, and researchers.

Responsibilities include supervising the team, directing workflow with the Assistant Director, troubleshooting hardware/software/network issues, and maintaining