Technology Support Lead

About the Role

Operations and Team Leadership

• Lead, supervise, mentor, and allocate tasks to AV engineers, EUC specialists, and technicians.
• Oversee classroom AV, collaboration platforms, desktops, laptops, peripherals, and software environments.
• Maintain service continuity and implement operational schedules for equipment lifecycle, upgrades, and replacements.

Platforms, Projects, and Compliance

• Administer Crestron XIO Cloud, Extron GlobalViewer, Intune, JAMF, and related EUC tools.
• Direct AV and EUC projects and coordinate vendors, installations, upgrades, and service agreements.
• Maintain IT security, licensing, asset management, health, and safety compliance.

Service Management and Stakeholders

• Act as the escalation point for complex technical issues and support ITIL incident, problem, and change processes.
• Provide demonstrations, training, and consultancy to university stakeholders.
• Maintain documentation, inventories, reports, KPIs, performance reviews, and risk escalations.

Qualifications

• Bachelor’s degree in IT, computer science, electronics, or a related discipline.
• At least 10 years of enterprise AV and video conferencing design, implementation, and maintenance experience.
• At least 4–6 years of networking, AV over IP, and conferencing infrastructure experience.

Required Technical Skills

• Proficiency in projection, displays, control systems, audio reinforcement, recording, lecture capture, streaming, and hybrid or web conferencing.
• Knowledge of IP networks, streaming protocols, H.323, SIP, and ISDN.
• Experience with Cisco VCS, TMS, Telepresence, multimedia rooms, and connectivity troubleshooting.
• Familiarity with endpoint support, Intune, SCCM, Active Directory, Group Policy, security, patching, assets, and licensing.

Preferred Certifications

• Preferred certifications include AVIXA CTS-D or CTS-I, Crestron, Extron, AMX, CCNA, Microsoft Teams Rooms, Modern Desktop Administrator, CompTIA, and ITIL Foundation.