Technology Support Lead

About the role

The Technology Support Lead is responsible for ensuring that classroom technologies, collaboration platforms, and end‑user computing environments reliably support teaching, learning, research, and administrative operations at the university. The role oversees daily operations, guides a team of AV and EUC specialists, and aligns services with institutional priorities.

Key responsibilities

• Lead, mentor and supervise a team of AV engineers, EUC specialists and technicians.
• Oversee operation, maintenance and troubleshooting of classroom AV systems, collaboration platforms and end‑user devices.
• Develop and execute short‑ and long‑term schedules for equipment lifecycle, upgrades and replacements.
• Support OPEX and CAPEX budgeting through forecasts, expense tracking and cost‑effective recommendations.
• Administer centralized management platforms such as Crestron XIO Cloud, Extron GlobalViewer, Microsoft Intune and JAMF.
• Ensure compliance with IT security standards, licensing requirements and asset‑management processes.
• Research emerging AV and EUC technologies and propose enhancements.
• Coordinate AV and EUC projects, meeting timelines, quality standards and stakeholder expectations.
• Act as primary escalation point for complex technical issues and provide consultancy to faculty and staff.
• Assist in implementing ITIL‑based incident, problem and change management processes.

Required profile

• Proven experience leading AV and end‑user computing teams in an educational or similar environment.
• Strong stakeholder engagement and customer‑service orientation.
• Ability to manage budgets, vendor relationships and project timelines.
• Excellent communication and documentation skills.

Required skills

• Crestron XIO Cloud
• Extron GlobalViewer
• Microsoft Intune
• JAMF
• AV system integration and troubleshooting
• Collaboration platforms (e.g., Teams, Zoom)
• ITIL framework (incident, problem, change management)
• Knowledge of IT security standards and licensing compliance