Sr. IT Support Lead

The Senior IT Support Lead serves as the senior technical resource for the IT Support team, delivering advanced technical support and operational leadership to faculty, staff, students, and authorized affiliates across Webster University. As a member of the Infrastructure & Operations team, this position provides advanced end-user support, service desk operations, classroom and audiovisual technology support, endpoint administration, and IT asset management while serving as the primary escalation point for complex technical issues and operational support activities.

Essential Duties and Responsibilities*  

End User Support & Service Desk

• Respond to incidents, service requests, and technical support inquiries in accordance with established service level agreements (SLAs).
• Install, configure, maintain, troubleshoot, and support University-owned hardware, software, operating systems, mobile devices, printers, peripherals, and related technologies.
• Provide technical support through in-person, remote, telephone, email, and virtual support channels. This includes providing strong follow-up and claim ownership.
• Document, update, and maintain accurate records of incidents, service requests, assets, and work performed within the university's IT service management (ITSM) system.
• Diagnose and resolve hardware, software, network connectivity, account access, and other end-user technology issues, escalating requests when appropriate.
• Perform routine system maintenance, updates, equipment checks, and technology evaluations to ensure reliable service delivery.

Classroom, AV, and Event Technology Support

• Serve as the primary technical escalation point for complex incidents and service requests.
• Provide technical support for classrooms, laboratories, conference rooms, and IT-supported events across Webster University locations.
• Install, configure, maintain, troubleshoot, and support audiovisual equipment including projectors, displays, microphones, speakers, cameras, control systems, and collaboration technologies.
• Support classroom instruction, webinars, hybrid meetings, livestreams, and other multimedia initiatives.
• Perform routine classroom technology inspections and coordinate equipment repairs, maintenance, and vendor service as needed.
• Assist with multimedia documentation, user training, and technology best practices.

IT Asset Management & Technology

• Serve as the primary technical escalation point for complex incidents and service requests, providing advanced troubleshooting and quality assurance before escalating to other Information Technology teams.
• Maintain accurate inventory records for university-owned technology assets using approved asset management and IT service management systems.
• Support software implementation, asset tracking, procurement coordination, receiving, staging, tagging, deployment, surplus processing, and inventory reporting.
• Ensure asset records, inventory documentation, and related systems remain accurate, complete, and current.

Independent Judgment and Decision-Making

• Exercise independent judgment and decision-making by carrying out process frameworks and adapting to real world scenarios.
• Lead or coordinate technology deployments, operating system upgrades, software rollouts, hardware refresh initiatives, and other campus technology projects.
• Serve as the primary technical escalation point for complex issues, and own escalations involving significant operational impacts.
• Mentor IT Support Technicians and student employees by providing technical guidance, knowledge sharing, and assistance with complex technical issues.

Secondary Duties and Responsibilities*

• Serve as a secondary administrator for enterprise endpoint management platforms (e.g., Microsoft Intune, Ivanti, JAMF) by assisting with device administration, software deployments, policy testing, and endpoint management activities.
• Coordinate with vendors regarding equipment repairs, warranty claims, maintenance, break/fix services, product evaluations, and technical support requests.
• Test, evaluate, and validate new hardware, software, operating system updates, endpoint configurations, and other technologies before production deployment.
• Develop, review, and maintain technical documentation, knowledge base articles, standard operating procedures, and technical standards.
• Participate in lifecycle planning, deployment planning, technology evaluation, and other operational planning meetings while providing technical recommendations.
• Assist with hardware and software asset management activities, including inventory reconciliation, lifecycle tracking, procurement coordination, and technology deployment documentation.
• Participate in technology projects, continuous service improvement initiatives, and departmental professional development activities.
• Perform other duties as assigned.

This position is generally scheduled to work Monday through Friday between 7:00 a.m. and 6:00 p.m. Regular, in-person attendance on Webster’s campus is an essential function and physical requirement of the job.

• Work schedules are based on departmental and operational needs and may vary to support University operations.
• Occasional evening and weekend hours may be required to support classroom technology, IT-supported events, system implementations, maintenance activities, emergency response, and other operational requirements.

This position is eligible for the University's Onsite Flex Work program in accordance with university policy and departmental operational requirements. Participation is based on job responsibilities, operational needs, and supervisory approval.

*Any one position may not include all of the duties listed, nor do the examples necessarily include all of the duties performed.

Functional Skills

• Can perform excellent written, verbal, and interpersonal communication skills, including but not limited to; Teams, phone, email, in person, and the ticket management system.
• Demonstrates strong ticket management and communication skills by thoroughly documenting troubleshooting steps, actions taken, findings, and resolutions to ensure accurate case tracking, knowledge sharing, and seamless issue handoff when needed.
• Demonstrated commitment to providing exceptional customer service with professionalism, patience, and a customer-focused approach.
• Strong organizational, time management, and prioritization skills with the ability to manage multiple tasks and meet established deadlines.
• Ability to analyze problems, exercise sound judgment, and independently resolve technical issues while recognizing when escalation is appropriate.
• Ability to collaborate effectively within a team environment while also working independently with minimal supervision.
• Ability to adapt to changing technologies, priorities, and operational needs in a fast-paced environment.
• Ability to develop and maintain technical documentation, procedures, and knowledge resources.
• Ability to maintain confidentiality and safeguard sensitive information while complying with university policies and applicable regulations (e.g., FERPA, HIPAA, Title IX, and security awareness requirements).

Requisite Experience*

• Bachelor's degree in Computer Science, Information Technology, Information Systems, or a related field preferred.
• Minimum of five (5) years of progressively responsible experience providing enterprise desktop support, service desk operations, endpoint management, classroom technology support, or related technical support services.
• Demonstrated experience serving as a technical lead, senior technician, or primary escalation point for complex technical issues.
• Experience working in a higher education or similarly complex customer-focused technology environment preferred.
• Experience providing advanced troubleshooting for Windows, macOS, Microsoft 365, endpoint management platforms, networking and cybersecurity basic fundamentals, audiovisual technologies, and enterprise business applications.
• Experience coordinating technology deployments, hardware refresh initiatives, software rollouts, operating system upgrades, or other campus technology projects.
• Experience working with endpoint management platforms such as Microsoft Intune, Ivanti, JAMF, or similar enterprise device management solutions.
• Experience coordinating with technology vendors regarding equipment repairs, warranty services, product evaluations, maintenance, and break/fix support.
• Experience developing and maintaining technical documentation, knowledge base articles, standard operating procedures, and technical standards.
• Experience supporting IT asset management activities, including hardware lifecycle management, inventory control, asset reconciliation, procurement coordination, and technology deployments.
• Experience testing, validating, and evaluating new hardware, software, operating system updates, endpoint policies, and enterprise technology solutions before production deployment.