Assistant Director, Advanced Technical Support

WHAT WE ARE LOOKING FOR

We are seeking a driven and experienced leader to join our team as the Assistant Director of Advanced Technical Support. In this critical role, you will play a pivotal role in ensuring the smooth operation of our advanced technical support infrastructure. You will directly supervise a team of highly skilled consultants, lead the response to escalated technical incidents, and spearhead the continuous improvement of our documentation and support processes.

Required Qualifications:

• A Bachelors Degree and a minimum of 7 years of experience in a technical support leadership role.
• Proven track record of successfully managing and motivating a team of technical consultants.
• Extensive experience in troubleshooting and resolving complex technical issues.
• Excellent analytical and problem-solving skills.
• Strong written and verbal communication skills, including the ability to translate technical information to non-technical audiences.
• Demonstrated ability to lead process improvement initiatives.
• A passion for building and maintaining high-quality customer support experiences.

Preferred Qualifications:

• Over 10 years of relevant work experience.
• Certifications relevant to your technical support expertise.
• Experience leading incident management processes.
• Experience working with a global team or diverse customer base.

Applications must be currently authorized to work in the United States on a full-time basis.

WHAT YOU WILL DO

• Lead and Inspire: Provide direct supervision and mentorship to a team of Advanced Technical Support Consultants. Foster a collaborative and results-oriented environment that prioritizes continuous learning and professional development.
• Master of Escalations: Be the central point of contact for escalated and complex technical incidents. Analyze the root cause of issues, develop effective solutions, and ensure timely resolution for critical customer matters.
• Documentation Champion: Oversee the creation and maintenance of comprehensive and up-to-date technical documentation. Lead the development of clear and concise procedures, knowledge base articles, and troubleshooting guides.
• Process Architect: Continuously analyze and improve the efficiency and effectiveness of our advanced technical support processes. Identify opportunities for automation, streamline workflows, and implement best practices.
• Knowledge Sharing: Cultivate a culture of knowledge sharing within the team. Foster collaboration amongst consultants and encourage the documentation of solutions for future reference.
• Stay Ahead of the Curve: Remain current on emerging technologies and industry best practices. Proactively identify potential technical challenges and develop strategies for mitigation.
• Perform all other duties as assigned to support Baylor’s mission
• Ability to comply with University policies
• Maintain regular and punctual attendance 
   

EXPLORE & ENGAGE 
Learn more about Baylor and our strategic vision, Illuminate. Also, explore our great hometown of Waco and the many opportunities to engage locally

WHAT YOU CAN EXPECT
As part of the Baylor family, eligible employees receive a comprehensive benefits package that includes medical, dental, and vision insurance, generous time off, tuition remission, and outstanding automatic retirement contributions. Baylor has a comprehensive benefits plan that supports you and your family’s wellbeing and allows you to be a part of the life of a vibrant and active college campus.  To learn more, go to Baylor Benefits & Advantages.

Baylor University is a private not-for-profit university affiliated with the Baptist General Convention of Texas. As an Affirmative Action/Equal Opportunity employer, Baylor is committed to compliance with all applicable anti-discrimination laws, including those regarding age, race, color, sex, national origin, military service, genetic information, and disability. Baylor’s commitment to equal opportunity and respect of others does not undermine the validity and effect of the constitutional and statutory protections for its religious liberty, including, without limitation, the religious organization exemption under Title VII of the Civil Rights Act of 1964, the religious exemption to Title IX of the E