Automation, Customer Relations, Customer Support/Service, Desktop PC, Develop and Maintain Customers, Documentation, Enterprise Endpoint, Establish Priorities, ITIL (IT Infrastructure Library), Identify Issues, Information Systems/Technology IS/IT Administration, Information Technology & Information Systems, Knowledge Transfer, Leadership, Management of Information Systems/Technology (MIS), Mentoring, Multimedia, Operating Systems, Organizational Skills, Problem Solving Skills, Project/Program Coordination, Quality Management, Service Delivery, Service Level Agreement (SLA), Software Patches, Support Documentation, Team Lead/Manager, Technical Leadership, Technical Support, Trend Analysis
Information Technology Services (ITS) at Maricopa Community Colleges is seeking a driven Technology Support Coordinator to provide senior technical leadership and operational coordination for college technical support services. Under the direction of the campus IT Manager, this role ensures consistent application of IT standards and procedures and manages escalations across teams and vendors. This position will be at the forefront of maintaining reliable, customer-focused service delivery.
The ideal candidate prioritizes execution discipline, emphasizes documentation ownership and availability, and can implement operational maturity activities.
Essential Functions
30% - Technical Coordination & Tier 3 Escalation Leadership:
- Serves as a lead Tier 3 escalation resource for complex, cross-system technical issues involving endpoints, operating systems, applications, and classroom technology
- Performs the most advanced troubleshooting and resolution methods
- Coordinates resolution efforts between campus support staff, district technical teams, and external vendors
- Ensures escalated issues are resolved in alignment with service expectations and operational priorities
- Delivers support services in-person, over the phone, or remote desktop
30% - Standards, Lifecycle & Endpoint Governance:
- Coordinates and enforces endpoint standards, patching cadences, and configuration practices across supported environments
- Oversees lifecycle activities, including asset reclamation, refresh planning, and deployment readiness
- Ensures consistent and effective use of enterprise endpoint management platforms across the campus support team
- Identifies opportunities for automation and economies of scale to improve service efficiency and consistency
20% - Project Coordination & Service Maturity:
- Coordinates systems-related projects such as classroom/lab refreshes, new space deployments, and software implementations
- Supports service maturity initiatives aligned to ITIL practices, including incident trend analysis, problem management support, and documentation ownership
- Implements process standards
- Partners with the IT and campus leadership to support SLA adherence and service quality improvement
- Assists in the planning, organization, and administration of information technology activities and multimedia services
15% - Documentation, Training & Staff Enablement:
- Authors and updates SOPs, workflows, and operational documentation
- Trains and mentors technical staff on standards, tools, and escalation procedures
- Ensures knowledge transfer and operational consistency across shifts and staff roles
5% - Administration:
- Participates in campus and district meetings
- Performs related duties as assigned
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Maricopa Community College