Campus IT Support Team Lead

Colorado Christian University•Lakewood, CO

28d•Onsite

About The Position

The Campus IT Support Team Lead provides senior-level leadership and operational oversight for all Tier 1 and Tier 2 campus support services, including faculty, staff, in-seat students, guests, and administration. This technical leadership role ensures efficient service delivery aligned with ITSM principles, develops the support team through mentorship and performance management, and partners cross-functionally to advance technology adoption, improve service outcomes, and maintain high standards of customer satisfaction. This is a Tier 3 leadership position within the CCU Campus Technology Support team. About CCU Colorado Christian University is the premier interdenominational Christian university in Colorado and the Rocky Mountain region, delivering world class education to thousands of students. The fully accredited, nonprofit University is located in Lakewood, Colorado, a suburb of Denver. Colorado Christian University was founded in 1914 on two principles — grace and truth. CCU’s scriptural foundation comes from John 1:17: For the law was given through Moses; grace and truth came through Jesus Christ. (ESV) CCU's mission is Christ-centered higher education transforming students to impact the world with grace and truth. A leader in higher education, the University has been consistently ranked in the top 2 percent of colleges and universities nationwide for its core curriculum by the American Council of Trustees and Alumni. CCU has had nine consecutive years of enrollment growth and has been named one of the five fastest-growing master’s granting universities by The Chronicle of Higher Education. CCU offers more than 200 degree program options for traditional and adult students through its College of Undergraduate Studies and College of Adult and Graduate Studies. More than 9,000 students attend the University on the main campus, in regional centers throughout Colorado, and online. Scripture states all Christians are called to serve Christ and to minister to others. Because Christians are individuals with different gifts and callings, we serve Christ in a variety of ministry vocations. CCU invites you to explore how you may use your calling and gifts at the University. What is most appealing about working at CCU? Faith-friendly: CCU’s culture is unique to higher education. Where else can you pursue academic excellence yet read the Holy Bible, pray with teammates and students at work, and work to impact our culture in support of Christian values? Convictionally Christian: As a university, we have an enduring commitment to Christ, his kingdom and the truth of God’s Word. Live out your calling: We are a traditional evangelical university where you can invest your God-given talents and abilities alongside coworkers and teammates, while having a profound influence on students as they deepen their relationship with Jesus Christ. Equip students for kingdom work: You can be a part of helping students discover their callings and preparing them for positions of significant leadership in the church, business, government, education, and other professions, as a key part of our University's Strategic Priorities.

Responsibilities

Lead the daily operations of the campus support team, ensuring timely resolution of incidents.
service requests, and escalations.
Provide technical and supervisory leadership to Tier 1 and Tier 2 support technicians, promoting adherence to SLAs and continuous improvement.
Act as escalation point for unresolved issues, critical outages, or complex support cases.
Assign and triage support tickets based on urgency, complexity, and team availability.
Analyze service trends, ticket volume, and satisfaction metrics to drive operational and process improvements and report to the Director of Technical Support.
Build and maintain SOPs and knowledge base articles to support efficient and standardized workflows.
Report the development and refinement of KPIs, QA frameworks, and customer experience metrics to the Director of Technical Support.
Represent end-user support in cross-functional IT projects including technology rollouts, upgrades, and vendor transitions.
Manage vendor interactions related to campus support assets and services (e.g., the printer fleet and classroom AV).
Participate in onboarding of new team members and facilitate ongoing training.
Learn new technologies and perform other duties as assigned.