IT Support Technician Senior - Night Shift Lead
IT Support Technician Senior - Night Shift Lead
Posted on :
10-04-2025
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1 Vacancy
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Job Description
30 Incident Management:
Disclaimer
The University of Kansas prohibits discrimination on the basis of race color ethnicity religion sex national origin age ancestry disability status as a veteran sexual orientation marital status parental status gender identity gender expression and genetic information in the universitys programs and activities. Retaliation is also prohibited by university policy. The following person has been designated to handle inquiries regarding the nondiscrimination policies and is the Title IX coordinator for all KU and KUMC campuses: Associate Vice Chancellor for Civil Rights and Title IX Room 1082 Dole Human Development Center 1000 Sunnyside Avenue Lawrence KSTTY.
Work Schedule
SunThurs 11:30pm to 8:00am
Contact Information to Applicants
Vickye Kozlowski
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 universitys 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 H1B sponsorship for this position.
- 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 higherlevel support teams or vendors as necessary.
- Diagnose and resolve hardware software and networkrelated issues affecting the organizations IT infrastructure.
- Utilize various monitoring tools and techniques to proactively identify and address potential issues before they impact operations.
- 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.
- 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.
- Communicate effectively with other NOC teams IT units and external stakeholders to coordinate resolution efforts and ensure seamless operations.
- Participate in crossfunctional meetings to discuss ongoing issues planned maintenance and improvement initiatives.
- Liaise with daytime NOC teams to ensure a smooth transition and continuity of operations.
Disclaimer
The University of Kansas prohibits discrimination on the basis of race color ethnicity religion sex national origin age ancestry disability status as a veteran sexual orientation marital status parental status gender identity gender expression and genetic information in the universitys programs and activities. Retaliation is also prohibited by university policy. The following person has been designated to handle inquiries regarding the nondiscrimination policies and is the Title IX coordinator for all KU and KUMC campuses: Associate Vice Chancellor for Civil Rights and Title IX Room 1082 Dole Human Development Center 1000 Sunnyside Avenue Lawrence KSTTY.
Work Schedule
SunThurs 11:30pm to 8:00am
Contact Information to Applicants
Vickye Kozlowski
- 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.
- Associates 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
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 universitys 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 H1B sponsorship for this position.
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.
Required Experience:
Senior IC
Employment Type
Part-Time
Key Skills
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