"Technical Team Lead"

Reporting to the OIT Service Desk Manager, this position is responsible for providing leadership and supervision to the Service Desk staff and 40+ student workers. This includes oversight, coordination, and prioritization of activities of the OIT Service desk staff. Additional duties include providing excellent customer service to the UTD University community for all IT related support, including proper communication of issues within the OIT department, academic technical support staff, and coordinating support efforts between various IT operations teams. The Technical Team Lead is responsible for the technical direction and mentorship of full-time staff and student employees. The Technical Team Lead will be responsible for establishing technical best practices, assisting in ensuring policies and procedures are met, and helping create a knowledge centered culture. The Technical Team Lead will work in conjunction with the Manager to identify technical weaknesses within the team and provide the appropriate mentorship and/or training to address those weaknesses. The Technical Team Lead will also be responsible for ensuring tickets are properly handled and are zeroed out at the end of the day, as well as tracking and sharing regular metrics. The Technical Team Lead is a hands-on technical and managerial position, providing both guidance as well as working on the most challenging technical tasks.