Supplemental Information Technology Support Lead, Information Technology Support Services
About The Position
The supplemental information technology (IT) support lead oversees the planning, coordination, and resource delivery of supplemental IT support services for academic, research, and administrative units. This role focuses on providing dedicated support for events, extended service hours, and short‑ and long‑term initiatives through defined service models and resource coordination. The lead is also accountable for service planning, inventory oversight, assessment activities, and performance reporting. Key components of this role include business planning, project coordination, and ongoing operational management. Working closely with campus stakeholders, this position aligns services with institutional priorities and operational standards.
Requirements
- A bachelor’s degree in business administration, management, project management, operations, or a related field
- Minimum of three years of relevant experience in management, operations, service delivery, project coordination, or business relationship roles, preferably within a complex organization with multiple stakeholders
- Experience developing service plans, business cases, project documentation, and change management materials.
- Experience coordinating services, managing billing, and tracking performance metrics
- Familiarity with information technology environments, processes, and terminology is preferred
- Strong organizational, planning, and scheduling abilities
- Strong interpersonal and communication skills
- High attention to detail
- Ability to work effectively both independently and collaboratively in a team
- Effective problem-solving and decision-making skills
- Ability to synthesize and analyze data and effectively translate insights for reporting
- Proficient computer skills, including Microsoft Office applications
Responsibilities
- Develops and maintains short‑ and long‑term service plans that define direction, priorities, goals, and objectives
- Prepares business cases and project charters to support service initiatives and resource allocation decisions
- Develops and applies change management plans related to service implementation and service updates
- Plans and coordinates supplemental support services that provide dedicated staff coverage for evenings, weekends, events, and short‑ and long‑term initiatives
- Establishes and maintains service intake processes, pricing structures, service‑level expectations, and engagement agreements
- Supervises a cross-functional support team by coaching and mentoring employees, supporting professional development, assigning workflow, and supporting all stages of the employee lifecycle
- Coordinates scheduling and deployment of support resources to meet service requirements and timelines
- Oversees centralized inventory management for specialized equipment, including lifecycle tracking and support requirements
- Maintains inventory records detailing ownership, lifecycle status, warranty coverage, vendor dependencies, and support needs
- Develops and applies a framework for assessing service usage and operational practices across campus units
- Coordinates the use of subject matter experts to support assessment activities
- Produces scorecard‑based assessment reports outlining findings and recommendations
- Leads post‑implementation reviews and documents lessons learned for future initiatives
- Monitors service performance, utilization levels, and billing calculations
- Prepares reports that support service evaluation, planning, and decision‑making
- Supports communication and promotion of available supplemental support services
- Builds and maintains working relationships with academic, research, and administrative stakeholders
- Identifies opportunities for service improvement based on assessment results and performance data
- Communicates and acts in a respectful and professional manner, collaborates effectively, abides by policy, and contributes to a positive and productive work and learning environment
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
