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 melanie-bell@uiowa.edu.
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 melanie-bell@uiowa.edu.
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
Information Technology Services will be hiring for one level listed within this requisition, depending on the qualifications of the successful finalist.
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 melanie-bell@uiowa.edu.
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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.
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Equal opportunity employer
The University of Iowa is an equal opportunity employer. All qualified applicants are encouraged to apply and will receive consideration for employment free from discrimination on the basis of race, creed, color, religion, national origin, age, sex, pregnancy (including childbirth and related conditions), disability, genetic information, status as a U.S. veteran, service in the U.S. military, sexual orientation, or associational preferences.
Persons with disabilities who need assistance or accommodations with the application or interview process may contact University Human Resources/Faculty and Staff Disability Services, (319) 335-2660 or fsds@uiowa.edu. For jobs in UI Health care, please contact UI Health care Leave & Disability Administration at 319-356-7543.
