Description
Reporting to the OIT Service Desk Manager, this position is responsible for providing leadership and supervision to the Service Desk staff and 40+ student workers. This includes oversight, coordination, and prioritization of activities of the OIT Service desk staff. Additional duties include providing excellent customer service to the UTD University community for all IT related support, including proper communication of issues within the OIT department, academic technical support staff, and coordinating support efforts between various IT operations teams. The Technical Team Lead is responsible for the technical direction and mentorship of full-time staff and student employees. The Technical Team Lead will be responsible for establishing technical best practices, assisting in ensuring policies and procedures are met, and helping create a knowledge base culture. The Technical Team Lead will work in conjunction with the Manager to identify technical weaknesses within the team and provide the appropriate mentorship and/or training to address those weaknesses. The Technical Team Lead will also be responsible for ensuring tickets are properly handled and are zeroed out at the end of the day, as well as tracking and sharing regular metrics. The Technical Team Lead is a hands-on technical and managerial position, providing both guidance as well as working on the most challenging technical tasks.
Minimum Education and Experience
-Bachelor's degree with four (4) years related experience OR Associate degree with six (6) related experience OR High school or equivalent with eight (8) years related experience.
Essential Duties and Responsibilities
- Provide advanced diagnostic knowledge and experience for software, hardware, and network related problems.
- Conduct research into resolving unusual or unique IT related problems and fully document the problem and resolution.
- Supervise, train, and mentor students and staff employees on new procedures.
- Lead and participate in hiring of student and staff employees.
- Implement and ensure adherence of policies and procedures as outlined by Service Desk Manager.
- Backup Service Desk staff and manager in communication to campus of existing incidents or upcoming maintenance.
- Handle escalated incidents or requests with minimal oversight.
- Partner with other departments within OIT or UT Dallas to ensure success of OIT and campus-wide initiatives.
- Participate in an on-call rotation to respond to outages or other major incidents after-hours.
- Recognize campus-wide technical issues/trends and notify the appropriate UTD staff, provide Service Desk support in times of need, and update information for Service Desk staff documentation and user documentation.
- Create and update documentation for various processes and troubleshooting steps.
- Attend and lead meetings as needed.
- Other duties as required.
Additional Information
Work schedule is typically Monday-Friday, 8:00am to 5:00pm, however, upon supervisor approval, this position may work an alternate schedule to accommodate the expanded hours of the Service Desk. This position operates in a hybrid capacity, with the typical schedule having 3 days working remotely and 2 days working in-person. In addition, it may be necessary to work evenings and weekends. This position will be responsible for participating in a rotating on-call schedule. International sponsorship is not available for this position.
Remote Work Eligibility Statement
Hybrid Remote Work Available for Texas Residents.
Important Message
1) All employees serve as a representative of the University and are expected to display respect, civility, professional courtesy, consideration of others and discretion in all interactions with members of the UT Dallas community and the general public.
2) The University of Texas at Dallas is committed to providing an educational, living, and working environment that is welcoming, respectful, and inclusive of all members of the university community. UT Dallas does not discriminate on the basis of race, color, religion, sex (including pregnancy), sexual orientation, gender identity, gender expression, age, national origin, disability, genetic information, or veteran status in its services, programs, activities, employment, and education, including in admission and enrollment. EOE, including disability/veterans. The University is committed to providing access, equal opportunity, and reasonable accommodation for individuals with disabilities. To request reasonable accommodation in the employment application and interview process, contact the ADA Coordinator. For inquiries regarding nondiscrimination policies, contact the Title IX Coordinator.
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