Technical Support Lead - BYU-Pathway Worldwide (Full-Time)

BYU-Pathway Worldwide improves the lives of its students through access to spiritually based, online affordable higher education. Its mission is to develop disciples of Jesus Christ who are leaders in their homes, the Church, and in their communities.

BYU-Pathway Worldwide serves more than 75,000 students annually from more than 180 countries. Certificates and degrees are offered in partnership with BYU-Idaho and Ensign College.

The Technical Support Lead will be responsible for developing and leading a team of technical support engineers that provide technical assistance to internal clients and Global Education Centers by troubleshooting issues and ensuring timely resolution of technical problems.

The ideal candidate will have a strong technical background, excellent communication skills, and a passion for helping others. In this role, the successful candidate will be someone who not only leads a team but leads by example and provides technical support and assistance alongside the team during times of high activity and to ensure all SLAs are being met.

What are Global Education Centers:

As part of the growth of BYU-Pathway Worldwide and reaching students around the globe, Global Education Centers are being put in place to fulfill this need. Global Education Centers are part of the BYU-Pathway initiative, which provides access to online certificates and degrees in association with BYU-Idaho and Ensign College. These centers support students in their educational journey by offering resources and a community environment to help them accel.

Important: This position requires a minimum of 5 years of full-time experience in technical support or IT operations. Experience working with an international workforce is highly preferred. A bachelor’s degree in computer science, information technology, or a related field (or equivalent experience) is required.

Currently, this position is required to be at the BYU-Pathway Worldwide office in Salt Lake City, Utah every Wednesday and is expected to coordinate onsite staffing during normal business hours. The typical work schedule is Monday through Friday, 8:00 AM – 5:00 PM MDT. When working with the international teams, an adjustment in core business hours is required. Some weekend work may be needed during times of high volume or deadlines that need to be met. Some travel may be required.

By applying for this position, you confirm that you are legally authorized to work in the United States without sponsorship, willing to reside and work full-time in Utah, and able to commute to the BYU-Pathway Worldwide headquarters in Salt Lake City 1–3 days per week.

• Lead, coach, and mentor a technical support team consisting of full-time employees and contractors located in various parts of the world.
• Personally handles high-priority and/or time sensitive issues escalated from technical support agents or senior leadership.
• Enhance all technology support processes and reporting to effectively manage the anticipated growth of our customer base.
• Oversee IT Asset Management (ITAM) of BYU-PW Worldwide workforce computer hardware, including computer purchasing, tracking, set-up, and refreshing computers for new and existing employees.
• Oversee and provide deskside support to the BYU-PW workforce.
• Ensure timely remote support for Global Education Center’s (GEC).
• Assist in communicating product updates, maintenance, and outages, while assisting, as needed, to resolve the issues.
• Ensure all technical support work is being captured and tracked while ensuring knowledge base articles are accurate and up to date to use for reference, as needed.
• Organize the team to expand support hours to cover various geographical areas around the globe creating a follow the sun model.
• Ensure excellent customer service by establishing consistent and attainable OKR’s, KPI’s, and SLA’s that meet the needs and exceed the expectations of our internal clients and external partners.
• Meet regularly with technical support staff to review individual performance and perform ticket management quality assurance.

Education:

• Bachelor’s degree in computer science, information technology, or a related field.

Experience:

• Minimum of 5 years of experience in technical support or IT operations
• 2 or more years leading a technical or IT operations support team at the Tier-2 level or equivalent.

Skills:

• Strong knowledge of operating systems (Windows, macOS, Linux) and networking concepts.
• Proficiency in troubleshooting hardware and software issues.
• Experience with remote support tools and ticketing systems.
• Excellent communication and interpersonal skills.
• Strong problem-solving abilities and attention to detail.
• Ability to work independently and as part of a team.
• Customer-focused mindset with a commitment to providing exceptional service.