Technology Support Technician Lead

About the RoleThe Technology Support Lead ensures that the university’s classroom technologies, collaboration platforms, and end-user computing environments reliably support teaching, learning, research, and administrative operations. By overseeing daily operations and guiding a team of AV and EUC specialists, the role ensures that technology services are consistent, standardized, and aligned with institutional priorities. Through strong stakeholder engagement and continuous improvement, the position enhances user experience and drives service excellence across the University.ResponsibilitiesLead and supervise a team of AV engineers, EUC specialists, and technicians, providing day-to-day guidance, mentoring, and technical support.Oversee the operation, maintenance, and troubleshooting of classroom AV systems, collaboration platforms, and end-user computing devices (desktops, laptops, peripherals, and software environments).Ensure service continuity and reliability by managing daily AV and EUC operations in line with policies and procedures defined by the manager.Develop and implement short- and long-term operational schedules for equipment lifecycle, upgrades, and replacements in classrooms, conference rooms, and computing environments.Support the management of OPEX and CAPEX budgets by providing forecasts, tracking expenses, and recommending cost-effective solutions.Administer and monitor centralized management platforms such as Crestron XIO Cloud, Extron GlobalViewer, and EUC tools (e.g., Intune, JAMF…).Ensure compliance with IT security standards, licensing requirements, and asset management processes, and report deviations to the manager.Conduct industry research and recommend emerging AV and EUC technologies that could enhance teaching, learning, and workplace productivity.Direct and coordinate the delivery of AV and EUC projects, ensuring timelines, quality standards, and customer expectations are met.Act as the primary escalation point for complex technical issues, coordinating resolutions before elevating the manager.Provide technical consultancy and demonstrations to faculty, researchers, and staff to support the effective use of AV and collaboration technologies.Work with vendors and external partners to support installations, upgrades, and service agreements, and escalate contract and procurement matters to the manager.Assist in implementing ITIL-based processes (incident, problem, and change management) to ensure consistent service management across AV and EUC.Maintain detailed records, documentation, and operational reports to support service transparency and assist the manager with data-driven decisions.Provide daily supervision, task allocation, and coaching for staff to ensure responsiveness, technical effectiveness, and adherence to policies.Support the manager in performance evaluations, resource planning, and training initiatives for staff development.Promote a customer service–oriented culture, ensuring faculty, staff, and researchers receive timely and professional support.Act as a liaison between the team and the manager, communicating operational challenges, risks, and opportunities for improvement.Establish and track departmental KPIs and performance metrics, aligning with organizational goals and emerging trends.Provide regular progress updates, reports, and performance reviews to the Research and Instructional Technology Manager.Maintain detailed records, including problem documentation, resolutions, asset inventories, and system performance logs.Escalate risks, security concerns, and operational issues to management with appropriate recommendations for mitigation.Serve as the primary liaison with KAUST stakeholders and external partners for AV, collaboration, and EUC support services.Communicate proactively with faculty, researchers, executives, and staff regarding available support, upcoming events, and service expectations.Provide guidance, training, and development opportunities to team members to improve responsiveness, technical expertise, and service quality.Promote a culture of customer service excellence and continuous improvement, ensuring services directly support the university’s teaching, learning, and research mission.Ensure health, safety, and compliance standards are maintained across classroom, collaboration, and EUC operations.QualificationsBachelor’s degree in IT, computer science, electronics, or other related disciplines.Required SkillsMinimum 10 years of experience in designing, implementing, and maintaining enterprise AV and video conferencing systems in classrooms, auditoriums, and conference facilities.At least 4–6 years of experience with networking systems, AV over IP, and conferencing infrastructure.Proficient in projection systems, displays, control systems (Biamp, Crestron, Extron, Cisco), audio reinforcement, recording, system architecture, lecture capture (e.g., Mediasite), and hybrid/web conference solutions.Strong knowledge of IP networks, streaming protocols, and industry standards such as H.323, SIP, and ISDN.Hands-on experience with Cisco VCS, TMS, Telepresence, and multimedia room systems, including troubleshooting video streaming and connectivity issues.Solid understanding of desktop and endpoint support services, including device lifecycle management, software deployment, and user experience.Familiarity with EUC platforms such as Microsoft Endpoint Manager/Intune, SCCM, Active Directory, and Group Policy.Awareness of endpoint security, patching, asset management, and licensing compliance.Ability to lead EUC specialists and collaborate with IT teams to ensure integration of AV/collaboration systems with end-user computing environments.Commitment to developing expertise in EUC to complement AV leadership and support the university’s strategic goals.Preferred SkillsAVIXA CTS-D (Design) or CTS-I (Installation).Crestron, Extron, and AMX advanced certifications.T certifications such as CompTIA Network+, Cisco CCNA, and Microsoft Teams Rooms Certification.EUC-related certifications are desirable, such as Microsoft Certified: Modern Desktop Administrator Associate.CompTIA A+, or ITIL Foundation.Modern Desktop Administrator Associate, CompTIA A+/Network+, or ITIL Foundation.