Sr. IT Support Lead

Webster University • Webster Groves, MO

1d • Onsite

About The Position

The Senior IT Support Lead is the senior technical resource for Webster University's IT Support team and provides advanced technical support and operational leadership to faculty, staff, students, and authorized affiliates. As part of the Infrastructure & Operations team, the role supports end users, service desk operations, classroom and audiovisual technologies, endpoint administration, and IT asset management. It is the primary escalation point for complex technical issues and operational support activities.

The position delivers support through in-person, remote, telephone, email, and virtual channels; maintains accurate service and asset records; and provides technical support for classrooms, laboratories, conference rooms, and IT-supported events. It also coordinates technology deployments and lifecycle activities, supports endpoint management, works with vendors, develops documentation, and mentors IT Support Technicians and student employees.

The position is generally scheduled 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. Occasional evening and weekend work may be required. The position is eligible for the University's Onsite Flex Work program subject to university policy, operational needs, and supervisory approval.

Requirements

• Minimum of five years of progressively responsible experience in 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 providing advanced troubleshooting for Windows, macOS, Microsoft 365, endpoint management platforms, networking and cybersecurity fundamentals, audiovisual technologies, and enterprise business applications.
• Experience coordinating technology deployments, hardware refresh initiatives, software rollouts, operating system upgrades, or other technology projects.
• Experience with endpoint management platforms such as Microsoft Intune, Ivanti, JAMF, or similar enterprise device management solutions.
• Experience coordinating with technology vendors regarding 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 with IT asset management, including hardware lifecycle management, inventory control, asset reconciliation, procurement coordination, and technology deployments.
• Experience testing, validating, and evaluating hardware, software, operating system updates, endpoint policies, and enterprise technology solutions before production deployment.
• Strong written, verbal, and interpersonal communication skills across Teams, phone, email, in-person interactions, and ticket management systems.
• Strong ticket management and documentation skills, including recording troubleshooting steps, actions, findings, and resolutions.
• Commitment to professional, patient, customer-focused service.
• Strong organizational, time management, and prioritization skills, with the ability to manage multiple tasks and meet deadlines.
• Ability to analyze problems, exercise sound judgment, resolve technical issues independently, and recognize when escalation is appropriate.
• Ability to collaborate effectively while also working independently with minimal supervision.
• Ability to adapt to changing technologies, priorities, and operational needs in a fast-paced environment.
• Ability to maintain confidentiality and safeguard sensitive information while complying with university policies and applicable regulations, including FERPA, HIPAA, Title IX, and security awareness requirements.
• Regular in-person attendance on Webster's campus.

Nice To Haves

• Bachelor's degree in Computer Science, Information Technology, Information Systems, or a related field.
• Experience working in higher education or a similarly complex, customer-focused technology environment.

Responsibilities

• Respond to incidents, service requests, and technical inquiries in accordance with established service level agreements.
• 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 channels, with appropriate follow-up and ownership.
• Document and maintain accurate records of incidents, service requests, assets, and work performed in the university's IT service management system.
• Diagnose and resolve hardware, software, network connectivity, account access, and other end-user technology issues, escalating when appropriate.
• Perform routine system maintenance, updates, equipment checks, and technology evaluations.
• Serve as the primary technical escalation point for complex incidents and service requests, providing advanced troubleshooting and quality assurance.
• Support 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.
• Inspect classroom technology and coordinate equipment repairs, maintenance, and vendor service.
• Assist with multimedia documentation, user training, and technology best practices.
• 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.
• Keep asset records, inventory documentation, and related systems accurate, complete, and current.
• Exercise independent judgment by applying process frameworks and adapting them to real-world scenarios.
• Lead or coordinate technology deployments, operating system upgrades, software rollouts, hardware refresh initiatives, and other campus technology projects.
• Own escalations involving significant operational impacts.
• Mentor IT Support Technicians and student employees through technical guidance, knowledge sharing, and assistance with complex issues.
• Assist with administration of enterprise endpoint management platforms such as Microsoft Intune, Ivanti, and JAMF, including device administration, software deployments, policy testing, and endpoint management.
• Coordinate with vendors on equipment repairs, warranty claims, maintenance, break/fix services, product evaluations, and technical support.
• Test, evaluate, and validate 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 and deployment planning, technology evaluation, operational planning meetings, technology projects, continuous service improvement, and departmental professional development activities.
• Provide technical recommendations and perform other duties as assigned.

Benefits

• Eligible for the University's Onsite Flex Work program, subject to university policy, departmental operational requirements, and supervisory approval.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed