Systems Support Lead

The University of Texas at Austin•Austin, UT

13d•$63,000•Onsite

About The Position

The Systems Support Lead plays a critical role in ensuring the digital and technical resources supporting student career development and outcomes runs smoothly and efficiently. This position bridges career services operations, enterprise systems management, and technical support for staff, students, and other stakeholders who interact with our systems. This position requires a proactive systems thinker with a strong background in technology-driven environments, excellent organizational and problem-solving skills, and a passion for driving efficiency and innovation.

Requirements

Bachelor’s degree in business administration, Information Technology, Operations Management, or a related field (Master’s degree preferred).
3+ years of experience as a project manager, systems analyst, or operations manager within a technology platform or SaaS environment.
Strong understanding of platform architecture, cloud infrastructure, and basic software development concepts.
Proven ability to analyze complex problems, develop actionable solutions, and drive process improvements.
Excellent communication, leadership, and interpersonal skills.
Experience with data analytics tools, project management software, and IT service management frameworks.
Ability to work in a fast-paced, dynamic environment and manage multiple priorities simultaneously.
Relevant education and experience may be substituted as appropriate.

Nice To Haves

Key Competencies
Strategic and analytical thinking
Problem-solving and decision-making
Project management
Team leadership and development
Attention to detail
Adaptability and resilience

Responsibilities

Enterprise Platform Management Consult with the Career Excellence and Innovation team on technology solutions and resources that enable operational effectiveness
Provide day-to-day support for enterprise resources to ensure access to students and troubleshooting
Represent university needs with enterprise platform vendors for system optimization, unique configurations, and integrations
Monitor systems to achieve optimum performance and work with departments to configure relevant reporting and system metrics
Lead integration efforts in alignment with central system administrators and work closely to align system operations with the Provost’s Office of Enterprise Technology
Provide timely communications and effective trainings in collaboration with the Career Excellence and Innovation team across stakeholder teams
Develop and enforce application operating standards, policies, and procedures
Oversee requests for system augmentations and collaborate with users to identify solutions and resolve issues
Manage software quality; participate in validation, testing, and documentation of product releases
Collaborate with Career Success leadership on the management and ongoing development of the Career Success WordPress website and SharePoint 12twenty@Texas Platform Management
Oversee and manage day-to-day support operations of the 12twenty@Texas platform, ensuring consistent service delivery and operational excellence
Develop and implement operational policies, procedures, and best practices to improve efficiency, scalability, and quality of service
Collaborate with the vendor, Career Success team, McCombs and Law School teams, and end users to coordinate project delivery, feature releases, and system updates
Monitor platform performance metrics, analyze data, and generate reports to identify trends, risks, and areas for improvement
Lead incident response and resolution efforts, working with technical teams to minimize downtime and maintain high availability
Work with Enterprise Technology to ensure compliance with industry standards, security protocols, and regulatory requirements
Manage the 12twenty\@Texas and UT Austin 12twenty ticket systems, ensuring efficient operations and stakeholder responsiveness
Oversee vendor relationships
Guide strategic planning for support budgeting, forecasting, and resource allocation to align with institutional goals Strategic Projects & Innovation
Oversee project management for special initiatives that enhance operations and improve user experience for students, employers, and staff
Identify opportunities to leverage automation, integrations, and data insights to streamline processes and improve performance metrics
Other duties as assigned