IT Support Technician Senior

The IT Support Technician Senior (Second Shift Lead) serves as the senior overnight operations resource within the Network Operations Center (NOC). This position is responsible for providing technical leadership and operational oversight for night shift activities, ensuring the availability, performance, security, and reliability of the university's technology infrastructure. The Lead Technician monitors enterprise systems, responds to incidents, coordinate major issue resolution, serves as the primary after-hours IT Help Desk escalation point, and administers monitoring platforms.

This role provides guidance and mentoring to NOC staff, ensures adherence to standard operating procedures, and serves as the primary decision-maker during overnight operations.
If you are looking for a rewarding and dynamic career, look no farther than the University of Kansas. In addition to a competitive salary, KU offers great benefits to employees with up to 176 hours of paid vacation per year, 96 hours of sick leave earned per year, 10 paid holidays plus one discretionary day, a great retirement program, medical and dental insurance, life and disability insurance, other benefit plan options and state of Kansas discounts offered by various vendors.

KU also offers employees educational opportunities for employees. KU is a great place to work!
KU does not provide H-1B sponsorship for this position.

30% - Incident Management & Operational Leadership

• Lead after-hours response to incidents, outages, service disruptions, and security events.
• Serve as the primary escalation point for overnight operations.
• Coordinate incident resolution, communications, and escalation activities.
• Provide operational leadership during emergencies.

25% - Customer Support & Technical Administration

• Provide advanced after-hours IT support for account access and technical issues.
• Troubleshoot complex hardware, software, application, and network problems.
• Administer and maintain enterprise monitoring platforms.
• Identify recurring issues and recommend operational improvements.

15% - Staff Leadership & Training

• Provide leadership, mentoring, and guidance to NOC and overnight staff.
• Support onboarding, training, and knowledge development.
• Review operational work products and provide coaching and feedback to staff.
• Serve as a subject matter expert for overnight operations.

10% - Data Center & Facility Operations

• Oversee after-hours data center and facility operations.
• Monitor and coordinate response to infrastructure, environmental, security, power, and cooling incidents.
• Serve as the primary overnight contact for facility emergencies.
• Ensure compliance with operational procedures.

10% - Documentation & Reporting

• Maintain operational records, incident documentation, and shift reports.
• Develop and maintain SOPs, knowledge base content, restoration plans, and recovery documentation.
• Monitor operational metrics and recommend service improvements.

5% - Collaboration & Continuous Improvement

• Collaborate with technical teams to resolve operational issues and improve processes.
• Support operational projects and planning initiatives.
• Promote effective communication and continuity between shifts.

5% - Other Duties as Assigned

• Perform additional job-related duties and special projects as assigned to support departmental and organizational objectives.

• High School Diploma/GED equivalency and three years of relevant professional experience or an Associate’s degree and one year of relevant professional experience or an equivalent combination of education/experience.
• Two years of experience monitoring enterprise systems, networks, applications, or infrastructure.
• Experience leading projects, coordinating operational activities, or serving in a senior technical support role as shown in application materials.
• Two years of customer service experience.
• Experience troubleshooting hardware, software, application, and network-related issues as shown in application materials.
• Demonstrated experience mentoring, training, and guiding staff in operational procedures, incident response, monitoring activities, and escalation processes as shown in application materials.
• Demonstrated ability to prioritize multiple tasks and coordinate incident response efforts as shown in application materials.
• Excellent written, verbal, and interpersonal communication skills as shown in application materials.

• Associate's or Bachelor's degree in Information Technology, Computer Science,…