Technical Support Center (TSC) Supervisor

Join a dynamic, people-first IT organization where you'll lead a talented Technical Support Center team and make a direct impact on the daily technology experience of a diverse university community. In this role, you'll shape the future of IT support by driving innovative service delivery, improving processes, and influencing strategic initiatives across the department.

You'll have the opportunity to mentor and grow a team of professionals, foster a culture of collaboration and inclusion, and champion exceptional customer service that truly makes a difference. This position also offers hands-on involvement in meaningful projects, from optimizing service operations to implementing new technologies that support learning, research, and a great student, faculty and staff experience.

If you're passionate about leadership, continuous improvement, and creating positive user experiences, this role provides a rewarding opportunity to build relationships, develop talent, and help shape the direction of IT services in a supportive and forward-thinking environment.

The Technical Support Center (TSC) Supervisor serves as a key leadership role within the IT department, responsible for managing day-to-day support operations, leading and developing a team of technicians, and ensuring high-quality, customer-focused IT services. This position drives strategic and operational performance by overseeing service delivery, projects, and service level outcomes, while fostering strong partnerships across the organization, while maintaining efficient, reliable support systems that enable the broader IT department to meet institutional goals.

Do you have a valid Driver's License license?, Do you have experience in Team supervision?, Do you have a Trade school?, We are seeking an experienced and motivated IT Support & Infrastructure Team Lead to oversee daily technical support operations while providing hands-on expertise across a broad range of IT services. The ideal candidate will possess more than 10 years of experience working in Information Technology, along with at least 5 years of leadership experience within an IT environment. This role requires a strong technical background and the ability to lead support teams in a fast-paced and customer-focused environment.

The successful candidate will demonstrate solid technical skills and practical experience supporting desktop systems, audio/visual equipment, computer networking, printing services, and software deployment initiatives. Experience working within a support desk or call center environment is essential, as this position requires the ability to manage escalations, resolve technical issues efficiently, and maintain high levels of customer satisfaction.

Strong interpersonal and customer service skills are critical for success in this role, as the position involves supporting and collaborating with a diverse population of users and departments. Candidates must possess extensive troubleshooting and problem-solving abilities, including advanced diagnostic skills related to computers, peripherals, applications, and IT systems. The ability to identify root causes, implement effective solutions, and communicate technical information clearly to both technical and non-technical users is highly valued., Bachelor's degree and 7 years progressively responsible experience in a relevant field (i.e. Information Technology or related field), or an equivalent combination of training and experience., A valid driver's license and clean driving record in compliance with UA Safe Driving Criteria is required.

Pulled from the full job description

• Health insurance
• Vision insurance
• Dental insurance
• Paid holidays, This is a full-time, exempt staff position complete with both a competitive salary and full employee benefits package. UA provides a generous compensation package that includes retirement options, annual leave, 12 paid holidays per year, tuition waivers for employees and family members, and affordable medical, dental and vision care coverage. New hires will be placed on the UA Staff Salary Schedule, Grade 81, based on education and experience.

The University of Alaska (www.alaska.edu) is an Equal Opportunity/Equal Access Employer and Educational Institution. The University is committed to a policy of non-discrimination (www.alaska.edu/nondiscrimination) against individuals on the basis of any legally protected status. The successful applicant is required to complete a background check. Any offer of employment is contingent on the background check. Your application for employment with the University of Alaska is subject to public disclosure under the Alaska Public Records Act. All employees at the University of Alaska are expected to uphold the highest standards of ethics and professionalism when conducting or engaged in university business. * Each university within the University of Alaska system publishes an Annual Security and Fire Safety Report which contains information regarding campus safety and security including topics such as: campus law enforcement authority; crime reporting policies; campus alerts (Timely Warnings and Emergency Notifications); fire safety policies and procedures; programs to prevent dating violence, domestic violence, sexual assault and stalking; the procedures the University will follow when one of these crimes is reported; and other matters of importance related to security on campus. The report also contains information about crime statistics for the three most recent calendar years concerning reported crimes that occurred on campus; in On-Campus Student Housing Facilities; in Noncampus buildings or property owned or controlled by the University or a recognized student organization; and on public property within, or immediately adjacent to and accessible from, the campus. The report also contains fire statistics for any fires occurring in an On-Campus Student Housing Facility during the three most recent calendar years.