Extended Technical Support Team Lead

The Extended Technical Support Team Lead position is a player-coach role that blends hands-on technical expertise with frontline leadership. This role serves as the primary escalation point for complex or high-impact issues, guiding IT Support Analysts and IT Support Consultants in troubleshooting, security-patch planning, and lifecycle management of Windows and MacOS environments across the University’s academic and administrative units served by Extended Technical Support.

In addition to managing day-to-day ticket queues and project priorities, the Team Lead coaches staff through regular feedback, mentoring, coordinating training for service level consistency, and monitoring compliance with Information Technology Services policies, software licensing requirements, and data-security standards.

This onsite role partners with campus stakeholders to anticipate technology needs, champion process improvements, and report service metrics to leadership, ensuring the team is delivering reliable, customer-focused technical support for the University community.

For a full job description, please email Melanie Bell at [email protected].

This position is not eligible for University sponsorship for employment authorization.

This is a 100% onsite position.

For a detailed job description of either position listed above, please email Melanie Bell at [email protected].

Qualifications

Required Qualifications:

• A bachelor’s degree in an appropriate discipline or an equivalent combination of education and related experience in technical support may also serve to meet these minimum requirements.
• Experience (typically 3 years or more) using varied technology concepts related to electronic file storage, desktop management, networked print services, or other applicable technologies
• Experience supporting Windows personal computers and laptops.
• Experience supporting printers, multi-function devices, etc.
• Experience supporting personal mobile computing devices (smartphones, tablets, etc.)
• Knowledge of Active Directory Users and Computers and Group Policy Management.
• Knowledge of MECM or other desktop management tools and strategies
• Demonstrated ability to identify and troubleshoot computer systems and network performance for operational problems and make recommendations for corrective actions.
• Demonstrated excellent written and oral communication skills.
• Excellent interpersonal, customer service and teamwork skills (including with technical peers).
• Ability to routinely move and transport computer equipment up to 50 pounds.
• Understanding of leadership skills necessary to effectively supervise and manage a team of IT Support professionals.

Desirable Qualifications

• Experience supporting Apple computers and laptops.
• Experience in a healthcare or dental setting.
• General knowledge of the services and technologies provided by ITS and the campus IT organization and environment.
• Previous experience leading a team, preferably of IT support professionals

Application Details

In order to be considered, applicants must upload the following materials and mark them as “Relevant File” to the submission:

• Resume
• Cover letter

Job openings are posted for a minimum of 7 calendar days and may be removed from posting and filled any time after the original posting period has ended. Successful candidates will be required to self-disclose any conviction history and will be subject to a criminal background check and credential/education verification. Up to 5 professional references will be requested at a later step in the recruitment process.

For questions or additional information, please contact [email protected].

Joining the University of Iowa means becoming a vital part of the Hawkeye community, where your work directly impacts education, research, and student success.

Enjoy exceptional health coverage, university-paid life insurance, robust retirement plans, and generous leave policies. Benefit from 24/7 support services, well-being resources, and access to UI Health Care specialists. Grow professionally with advanced training, leadership development, and tuition assistance.

Iowa City offers a great quality of life with world-class performances at Hancher Auditorium, Big Ten athletics, top-ranked public schools, and outdoor recreation.

Join us in making a difference at a leading Big Ten university and premier public research institution.

Additional Information

• Classification Title: Senior IT Support Consultant
• Appointment Type: Professional and Scientific
• Schedule: Full-time
• Work Modality Options: On Campus

Compensation

• Pay Level: 5A

Contact Information

• Organization: Information Technology Services
• Contact Name: Melanie Bell
• Contact Email: [email protected]