IT Support Technician Senior - Night Shift Lead

Position Overview

The IT Support Technician Senior (Night Shift Lead) is responsible for overseeing night shift operations within the Network Operations Center (NOC). This role involves monitoring and maintaining the performance of the university’s network and systems, troubleshooting issues, and ensuring that all incidents are resolved promptly. This lead position will also mentor and guide the night shift team, ensuring adherence to standard operating procedures (SOPs) and providing escalation support for complex issues. This role demands a blend of technical expertise, leadership, and a commitment to excellence in service delivery.

Note: KU does not provide H-1B sponsorship for this position.

Job Description

30% - Incident Management:

• Respond to and manage incidents, alerts, and outages, ensuring timely resolution and minimal impact on operations.
• Perform root cause analysis and provide detailed incident reports for critical issues.
• Escalate unresolved issues to higher-level support teams or vendors as necessary.
  
  
  

30% - Troubleshooting and Problem Resolution:

• Diagnose and resolve hardware, software, and network-related issues affecting the organization’s IT infrastructure.
• Utilize various monitoring tools and techniques to proactively identify and address potential issues before they impact operations.
  
  
  

20% - Team Leadership and Development:

• Act as the primary point of contact for all night shift activities within the NOC.
• Supervise and coordinate the tasks of the night shift team, ensuring efficient operations and adherence to established protocols.
• Provide mentorship and guidance to technicians on the night shift, fostering a collaborative and supportive work environment.
• Conduct regular training sessions to enhance the technical skills and knowledge of the team.
• Lead by example in adherence to security protocols, operational best practices, and customer service excellence.
  
  
  

15% - Documentation and Reporting:

• Maintain accurate and detailed logs of all incidents, changes, and maintenance activities performed during the night shift.
• Prepare and deliver shift turnover reports to the incoming shift lead and management.
• Update and maintain SOPs and knowledge base documentation related to NOC operations.
  
  
  

5% - Collaboration and Communication:

• Communicate effectively with other NOC teams, IT units, and external stakeholders to coordinate resolution efforts and ensure seamless operations.
• Participate in cross-functional meetings to discuss ongoing issues, planned maintenance, and improvement initiatives.
• Liaise with daytime NOC teams to ensure a smooth transition and continuity of operations.
  
  
  

Required Qualifications

• High School Diploma/GED and three (3) years of relevant experience.
• Three (3) years of experience monitoring in an enterprise atmosphere.
• Three (3) years of customer service experience.
• Excellent communication skills as evidenced in application materials.
• Three (3) years of experience in supervision or as a lead worker in the Information Technology field.
  
  
  

Preferred Qualifications

• Associate's degree.
• ITIL Foundation certificate.
• Security or other related security certifications.
• Knowledge of:
• Database Management
• Principles of Networking
• Computer Environmental Control Systems
• Monitoring Software
• Scripting, and programming skills
• Security incident management
• Identifying and triaging phishing emails or attacks
  
  
  

Additional Candidate Instructions

In addition to the online application, the following documents are required to be considered for this position:

• Cover letter describing how you meet the required and preferred qualifications.
• Resume.
• List of three (3) professional references.
  
  
  

Only complete applications will be considered.

Application review begins Tuesday, April 1, 2025 and will continue until a qualified pool of applicants are identified.

Contact Information to Applicants

Vickye Kozlowski

vickye@ku.edu

(785) 864-0493

Advertised Salary Range

$56,000-$61,000 commensurate with experience

Work Schedule

Sun-Thurs 11:30pm to 8:00am

Application Review Begins

Tuesday April 1, 2025

Anticipated Start Date

Sunday April 13, 2025