Job Description

Major/Essential Functions

Lead the Desktop Support team to ensure proficient, timely delivery of all services; manage team performance, prioritization, and professional development while fostering a culture of accountability, knowledge sharing, and continuous improvement.
Provide expert technical support for hardware, software, and conference room / executive meeting technology (including Board of Regents and Texas Tech Foundation, Inc. events); oversee asset management practices for information-controlled devices, including inventory, lifecycle tracking, and compliance with institutional standards; manage IT projects that impact multiple units and support institutional strategic initiatives.
Own and continuously improve the end-user experience for Microsoft services (Microsoft 365 suite, Teams, OneDrive, SharePoint, Exchange Online, Intune, and related tools) in close partnership with the Microsoft 365 engineering team; translate client feedback and institutional needs into clear priorities for platform decisions and feature rollouts.
Serve as a key contributor to building out and formalizing the institutional service desk, including process design, service catalog development, ticket workflows, escalation paths, knowledge-base structure, performance metrics, and platform optimization.
Act as a trusted consultant to administrative departments on Microsoft service capabilities, best practices, and solution design; design, coordinate, and oversee training programs, documentation, self-service resources, and change-management efforts that drive effective adoption of Microsoft tools and service-desk channels.
Communicate effctively with clients to keep them informed on incidents and requests and confirm satisfaction; maintain comprehensive knowledge of IT Client Support Services products and vendor solutions; transfer knowledge to the team and collaborate with other OneIT departments to ensure seamless service delivery.
Establish, monitor, and report on key performance indicators related to end-user experience, ticket resolution, client satisfaction, and training effectiveness; maintain documentation, standard operating procedures, and knowledge bases.
Demonstrate and uphold the Texas Tech University System core values "People First, Integrity, Community, Respect, and Exemplary Service" in all daily tasks and interactions.

Knowledge, Skills, and Abilities

Ability to:

- Exercise judgment based on an understanding of organizational policies and activities.

- Plan and organize effectively, prioritize goals, use time efficiently, and stay on task.

- Communicate effectively, both orally and in writing.

- Establish and maintain effective work relationships