Technology Support Lead

About the Role

King Abdullah University of Science and Technology is seeking a Technology Support Lead to ensure the reliable operation of the university’s classroom technologies, collaboration platforms, and end-user computing environments. This full-time role supports teaching, learning, research, and administrative operations by overseeing daily operations and guiding a team of AV and EUC specialists. The position focuses on maintaining consistent, standardized technology services aligned with institutional priorities, enhancing user experience, and driving service excellence through strong stakeholder engagement and continuous improvement.

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 computing environments.
• Support OPEX and CAPEX budget management through forecasting, expense tracking, 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 to management.
• 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 elevating to management.
• Provide technical consultancy and demonstrations to faculty, researchers, and staff for effective use of AV and collaboration technologies.
• Work with vendors and external partners for installations, upgrades, and service agreements, escalating contract matters as needed.
• 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 management in performance evaluations, resource planning, and training initiatives for staff development.
• Promote a customer service-oriented culture, ensuring timely and professional support for all university stakeholders.
• Act as a liaison between the team and management, communicating operational challenges, risks, and improvement opportunities.
• Establish and track departmental KPIs and performance metrics aligned 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 mitigation recommendations.
• 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 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 all operations.

Qualifications and Experience

• Bachelor’s degree in IT, Computer Science, Electronics, or a related discipline.
• A minimum of 10 years of relevant experience in technology support.