Night Shift IT NOC Lead — Senior Support & Incident Champion

KU Information Technology; Topeka (KS); On-site; USD 58,000 - 63,000; Full time

Benefits offered by this job

Paid vacation

Sick leave

Holidays

Retirement plan

Medical insurance

Dental insurance

Life insurance

Disability insurance

Education opportunities

Job summary

The University of Kansas Information Technology is seeking a senior IT Support Technician Lead for the night shift. You will lead after-hours incident management, coordinate resolutions, and provide technical leadership across the NOC to ensure availability and reliability of university systems.

You will mentor staff, manage monitoring platforms, and act as the primary after-hours escalation point while driving continuous improvements and adherence to SOPs and procedures.

Qualifications

• HS diploma or GED with 3 years relevant experience or an Associate degree with 1 year relevant experience, or equivalent combination.
• Two years of experience monitoring enterprise systems, networks, applications, or infrastructure.
• Experience leading projects or serving in a senior technical support role.
• Two years of customer service experience.
• Experience troubleshooting hardware, software, applications, and networks.
• Experience mentoring, training, and guiding staff in procedures, incident response, monitoring, and escalation.
• Ability to prioritize multiple tasks and coordinate incident response.
• Excellent written, verbal, and interpersonal communication skills.

Responsibilities

• Lead after-hours response to incidents, outages, service disruptions, and security events.
• Serve as the primary escalation point for overnight operations.
• Coordinate incident resolution, communications, and escalation activities.
• Provide operational leadership during emergencies.
• Provide advanced after-hours IT support for account access and technical issues.
• Troubleshoot complex hardware, software, application, and network problems.
• Administer and maintain enterprise monitoring platforms.
• Identify recurring issues and recommend operational improvements.
• Provide leadership, mentoring, and guidance to NOC and overnight staff.
• Support onboarding, training, and knowledge development.
• Review operational work products and provide coaching and feedback to staff.
• Serve as a subject matter expert for overnight operations.
• Oversee after-hours data center and facility operations.
• Monitor and coordinate response to infrastructure, environmental, security, power, and cooling incidents.
• Serve as the primary overnight contact for facility emergencies.
• Ensure compliance with operational procedures.
• Maintain operational records, incident documentation, and shift reports.
• Develop and maintain SOPs, knowledge base content, restoration plans, and recovery documentation.
• Monitor operational metrics and recommend service improvements.
• Collaborate with technical teams to resolve operational issues and improve processes.
• Support operational projects and planning initiatives.
• Promote effective communication and continuity between shifts.
• Perform additional job-related duties and special projects as assigned.

Skills

IT leadership

Incident management

Customer service

Communication

Troubleshooting

Staff mentoring

Task prioritization

Project coordination

Education

Associate's degree

High School Diploma or GED

Tools

Enterprise monitoring platforms

Job description

The University of Kansas Information Technology is seeking a senior IT Support Technician Lead for the night shift. You will lead after-hours incident management, coordinate resolutions, and provide technical leadership across the NOC to ensure availability and reliability of university systems.

You will mentor staff, manage monitoring platforms, and act as the primary after-hours escalation point while driving continuous improvements and adherence to SOPs and procedures.