Technology Support Lead

About the Role

KAUST (King Abdullah University of Science and Technology) is seeking a Technology Support Lead to ensure the reliable operation of classroom technologies, collaboration platforms, and end-user computing environments. This full-time position is based in Thuwal, Makkah, and involves overseeing daily operations and guiding a team of AV and EUC specialists. The role focuses on delivering consistent, standardized technology services aligned with institutional priorities, enhancing user experience, and driving service excellence across the University.

Key Responsibilities

• Lead and supervise a team of AV engineers, EUC specialists, and technicians, providing daily guidance, mentoring, and technical support.
• Oversee the operation, maintenance, and troubleshooting of classroom AV systems, collaboration platforms, and end-user computing devices.
• Ensure service continuity and reliability by managing daily AV and EUC operations in line with defined policies and procedures.
• Develop and implement operational schedules for equipment lifecycle, upgrades, and replacements in various 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, Intune, and JAMF.
• Ensure compliance with IT security standards, licensing requirements, and asset management processes, reporting deviations as needed.
• Conduct industry research and recommend emerging AV and EUC technologies to enhance 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 escalating to management.
• Provide technical consultancy and demonstrations to faculty, researchers, and staff for effective technology use.
• Work with vendors and external partners for installations, upgrades, and service agreements, escalating contract matters to management.
• Assist in implementing ITIL-based processes (incident, problem, and change management) for consistent service management.
• Maintain detailed records, documentation, and operational reports to support service transparency and data-driven decisions.
• Provide daily supervision, task allocation, and coaching for staff to ensure responsiveness and technical effectiveness.
• Support the manager in performance evaluations, resource planning, and training initiatives for staff development.
• Promote a customer service-oriented culture, ensuring timely and professional support for faculty, staff, and researchers.
• Act as a liaison between the team and the manager, communicating operational challenges, risks, and opportunities.
• Establish and track departmental KPIs and performance metrics, aligning with organizational goals.
• Provide regular progress updates, reports, and performance reviews to the Research and Instructional Technology Manager.
• Escalate risks, security concerns, and operational issues to management with appropriate recommendations.
• Serve as the primary liaison with KAUST stakeholders and external partners for AV, collaboration, and EUC support services.
• Communicate proactively with stakeholders regarding available support, upcoming events, and service expectations.
• Provide guidance, training, and development opportunities to team members to improve service quality.
• Promote a culture of customer service excellence and continuous improvement.
• Ensure health, safety, and compliance standards are maintained across operations.

Required Experience

• A minimum of 10 years of relevant experience in technology support and team leadership.

Work Environment

This is a full-time position located in Thuwal, Makkah, within the KAUST campus. The role involves working closely with various university stakeholders and managing a dedicated team of technology specialists.