Technical Team Lead

As Team Lead, you will play a pivotal role in analyzing, supporting, implementing, and maintaining M365 software to support UT Dallas' operational and business needs.

The Team Lead collaborates with various teams including Service Desk staff, Microsoft Stack team, Microsoft reps and others on the Emerging Tech team to administer, maintain, and resolve issues that may occur.

The Team Lead will be responsible for contributions to the quality, training, and knowledge base initiatives within the Emerging Tech Support team.

The Team Lead is a hands-on technical position that works on advanced technical tasks, conducts research, tests software, and other duties as required.

Minimum Education and Experience

Bachelor's degree with four (4) years related experience OR Associate degree with six (6) related experience OR High school or equivalent with eight (8) years related experience.

Preferred Education and Experience

• Certifications or education pertaining to MS Teams, MS Stream, Generative AI and other M365 tools
• Experience working in Ticketing System, Azure, Teams Admin Center or SharePoint Admin Center
• Excellent organizational skills, oral and written communication skills and customer service skills.
• Technical support experience with Microsoft and Apple operating systems, UNIX / Linux operating systems, Microsoft Office and Unified communications, Microsoft Identity Management, PeopleSoft, TCP / IP networking and configuration.
• Understanding of mobile operating systems, such as Apple iOS, and Google Android.
• Prior work experience in a higher education environment and familiarity with an ITSM-based ticketing system is a plus

Essential Duties and Responsibilities

Technical Support and Training

• Provide technical support to end-users including comprehensive consultations with clients to offer technology solutions with approved products tailored to their needs.
• Responsible for requesting support through Microsoft Support portal (opening tickets, troubleshooting, etc.)
• Troubleshooting user logins & issues within the Azure environment
• Ability to review Knowledge Base Creation and maintain lifecycle
• Strong troubleshooting capabilities & understanding of M365 services
• PowerShell / Scripting experience
• Ability support various hardware and software related to the support of 365 products including manage user accounts and permissions within SharePoint

Communication Skills (translation between user-speak and tech-speak)

• Collaboration with support staff and technical staff for end user communication
• Communicate M365 outages / impact on the OIT Website and work with Service Desk staff to ensure Critical communications are sent to campus community
• Provide necessary training and educational resources to ensure that employees have the skills and knowledge required to effectively operate technology.
• Conduct knowledge transfer sessions on new / updated / changed features and services for technical and non-technical audiences.

Technical Management

• Assisting with the deployment and integration of new technology including comprehensive change management strategy
• Responsible for the distribution of tasks and work tickets to the team members.
• Review 3rd party add-on requests and provide recommendations
• Train on automation of business processes using tools like Power Automate
• Analysis and Reporting of Microsoft 365 product usage (marketing / user-based, and exec reports)
• Spearhead TAP (Technology Adoption Program) software testing, report bugs and validate technical signoffs for new implementations
• Manage team of student employees and ensure quality assurance on support and KBS

Strategic Initiatives

• Provide framework for strategy, adoption, governance, architecture, training, and support.
• Understanding a balance between user requests and capabilities of Microsoft 365 Services
• Review Microsoft service updates and provide synopsis of environment impacting to SME
• Processes & continual process improvement (self-service, Service Desk access, etc..)

Additional Information

Work schedule is typically Monday-Friday, 8 : 00am to 5 : 00pm, however, upon supervisor approval, this position may work an alternate schedule to accommodate the expanded hours of support.

In addition, it may be necessary to work evenings and weekends. This position will be responsible for participating in a rotating on-call schedule (approximately 2-4 times per year).

Remote Work Eligibility Statement

Hybrid Remote Work Available for Texas Residents. A Remote Work Agreement must be initiated by the new employee within 14-days of the employment start date.

Important Message

1) All employees serve as a representative of the University and are expected to display respect, civility, professional courtesy, consideration of others and discretion in all interactions with members of the UT Dallas community and the general public.

2) The University of Texas at Dallas is committed to providing an educational, living, and working environment that is welcoming, respectful, and inclusive of all members of the university community.

UT Dallas does not discriminate on the basis of race, color, religion, sex (including pregnancy), sexual orientation, gender identity, gender expression, age, national origin, disability, genetic information, or veteran status in its services, programs, activities, employment, and education, including in admission and enrollment.

EOE, including disability / veterans. The University is committed to providing access, equal opportunity, and reasonable accommodation for individuals with disabilities.

To request reasonable accommodation in the employment application and interview process, contact the ADA Coordinator . For inquiries regarding nondiscrimination policies, contact the Title IX Coordinator .