The University of Texas Rio Grande Valley
TECHNOLOGY SUPPORT SUPERVISOR
Edtech.com's Summary
The University of Texas Rio Grande Valley is hiring a Technology Support Supervisor. The role requires managing and supervising daily operations within IT End User Support Services to ensure skilled IT support is delivered for diverse technical issues and requests related to the University's IT needs.
Highlights
- Manage daily operations in IT End User Support, including service requests and incident handling.
- Provide leadership, training, mentoring, and performance evaluation to assigned staff.
- Coordinate resolution of urgent, escalated, and complex technical issues.
- Develop escalation processes and training materials for staff and end users.
- Monitor staff performance, attendance, and professionalism, implementing coaching or disciplinary actions as necessary.
- Participate in planning and implementation of special IT projects with other teams.
- Provide regular reporting on service levels and projects to IT management.
- Required qualifications include a bachelor's degree in Computer Science, Information Technology, or related field and at least four years of IT service support experience including supervisory roles.
- Preferred skills include knowledge of multiple operating systems, third-party applications, network protocols, encryption tools, mobile devices, and project management, preferably within higher education.
- Compensation is commensurate with experience.
TECHNOLOGY SUPPORT SUPERVISOR Full Description
TECHNOLOGY SUPPORT SUPERVISOR
Below you will find the details for the position including any supplementary documentation and questions you should review before applying for the opening. To apply for the position, please click the Apply for this Job link/button.
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Please see Special Instructions for more details.
Dear Applicant,
Human Resources will not be held responsible for redacting any confidential information from the documents you attach with your application. The confidential information includes the following:
*Date of Birth
*Gender
*Ethnicity/Race
Please make sure that you omit this information prior to submission. We are advising that Human Resources will be forwarding your application to the department as per your submission. The University of Texas Rio Grande Valley reserves the right to discontinue accepting applications prior to the stated close date of this position, after meeting the posting requirement of three (3) calendar days.
If you have any questions, please do not hesitate to contact us at (956) 665-2451 and/or careers@utrgv.edu.
Human Resources will not be held responsible for redacting any confidential information from the documents you attach with your application. The confidential information includes the following:
*Date of Birth
*Gender
*Ethnicity/Race
Please make sure that you omit this information prior to submission. We are advising that Human Resources will be forwarding your application to the department as per your submission. The University of Texas Rio Grande Valley reserves the right to discontinue accepting applications prior to the stated close date of this position, after meeting the posting requirement of three (3) calendar days.
If you have any questions, please do not hesitate to contact us at (956) 665-2451 and/or careers@utrgv.edu.
Posting Details
Position Information
Posting Number | SRGV8888
Working Title | TECHNOLOGY SUPPORT SUPERVISOR
Number of Vacancies | 1
Location | Edinburg, Texas
Department | Infrastructure & Operations
FTE | 1.0
FLSA | Exempt
Scope of Job | To manage and supervise the daily operations of the assigned area within IT End User Support Services to ensure that highly skilled information technology support is provided for a wide range of technical issues and any requests related to the University’s IT needs.
Description of Duties
Oversees the daily operations of the assigned area within IT End User Support, including the handling of service requests and incidents. Provides leadership, training, mentoring and performance evaluation to assigned staff. Ensures that all support staff provide professional and competent IT Support to students, faculty, and staff. Manages and coordinates resolution for urgent, escalated and complicated requests and incidents for the area. Develops a mature escalation processes to ensure free flowing escalation and information within the University. Trains, coaches and mentors staff and oversees staff activities to ensure high quality support. Develops and presents all needed training material to staff as well as end users. Monitors staff performance, professionalism, attitude and attendance and initiates and follows through with employee coaching or disciplinary actions when needed. Performs staff scheduling to ensure coverage during normal business hours and during unusual circumstances and monitors services levels throughout the shift. Participates in planning, scheduling and implementation of special project activities in coordination with other functional teams to ensure IT processes and systems being deployed or upgraded are fully functional and validated for production environment and any follow-up services are provided to the University population. Provides data and reporting of service levels and ongoing projects to IT department management in ad-hoc, weekly, monthly basis or as needed. Ensures staff is aware of current IT environment and special situations, workarounds, etc. Assess the needs of the area and makes recommendations to management. Follows up on any open issues and verifies items are resolved. Consults with management to find a solution on situations that may require additional client support or escalation. May manages process for communicating unplanned/emergency outages to the University. Reviews survey feedback to improve services, professionalism, tools and support experience. Performs or oversees after hours and weekend support, systems installation and maintenance, as needed. Keeps confidential all applicant, client, and department/university proprietary information. Performs other duties as assigned.
Supervision Received | Specific supervision from assigned supervisor.
Supervision Given | Direct supervision of assigned staff.
Required Education | Bachelor’s degree in Computer Science, Information Technology or computer related field from an accredited university.
Preferred Education | N/A
Licenses/Certifications | Preferred: It related certifications related to the duties performed.
Required Experience | Four (4) years of professional work experience in the area of IT Service Support, including supervisory experience.
Preferred Experience | Experience with various computer operating systems, third party applications, network protocols, encryption reporting applications, mobile devices and software programs and applications in an educational environment. Experience with project management in an IT environment. Experience obtained within Higher Education.
Equipment | Use of standard office equipment. Thorough familiarity with various computer operating systems and hardware, third party applications, network protocols, encryption reporting applications, mobile devices and software programs, repair tools and troubleshooting equipment.
Working Conditions | Needs to be able to successfully perform all required duties. Office Environment; some travel to various UTRGV campuses will be required. Some night and weekend work will be required. Ability to work well under pressure and prioritize multiple tasks while maintaining positive attitude. UTRGV is a distributed institution, which may require presence at multiple locations throughout the Rio Grande Valley.
Other | Exceptional written and verbal communications skills to communicate with customers, Service Desk agents, co-workers and management.
To the extent this position requires the holder to research, work on, or have access to critical infrastructure as defined in Section 117.001(2) of the Texas Business and Commerce Code, the ability to maintain the security or integrity of the critical infrastructure is a minimum qualification to be hired and to continue to be employed in the position.
Physical Capabilities | N/A
Employment Category | Full-Time
Minimum Salary | Commensurate with Experience
Posted Salary | Commensurate with Experience
Position Available Date | 03/31/2026
Grant Funded Position | No
If Yes, Provide Grant Expiration Date |
Working Title | TECHNOLOGY SUPPORT SUPERVISOR
Number of Vacancies | 1
Location | Edinburg, Texas
Department | Infrastructure & Operations
FTE | 1.0
FLSA | Exempt
Scope of Job | To manage and supervise the daily operations of the assigned area within IT End User Support Services to ensure that highly skilled information technology support is provided for a wide range of technical issues and any requests related to the University’s IT needs.
Description of Duties
Oversees the daily operations of the assigned area within IT End User Support, including the handling of service requests and incidents. Provides leadership, training, mentoring and performance evaluation to assigned staff. Ensures that all support staff provide professional and competent IT Support to students, faculty, and staff. Manages and coordinates resolution for urgent, escalated and complicated requests and incidents for the area. Develops a mature escalation processes to ensure free flowing escalation and information within the University. Trains, coaches and mentors staff and oversees staff activities to ensure high quality support. Develops and presents all needed training material to staff as well as end users. Monitors staff performance, professionalism, attitude and attendance and initiates and follows through with employee coaching or disciplinary actions when needed. Performs staff scheduling to ensure coverage during normal business hours and during unusual circumstances and monitors services levels throughout the shift. Participates in planning, scheduling and implementation of special project activities in coordination with other functional teams to ensure IT processes and systems being deployed or upgraded are fully functional and validated for production environment and any follow-up services are provided to the University population. Provides data and reporting of service levels and ongoing projects to IT department management in ad-hoc, weekly, monthly basis or as needed. Ensures staff is aware of current IT environment and special situations, workarounds, etc. Assess the needs of the area and makes recommendations to management. Follows up on any open issues and verifies items are resolved. Consults with management to find a solution on situations that may require additional client support or escalation. May manages process for communicating unplanned/emergency outages to the University. Reviews survey feedback to improve services, professionalism, tools and support experience. Performs or oversees after hours and weekend support, systems installation and maintenance, as needed. Keeps confidential all applicant, client, and department/university proprietary information. Performs other duties as assigned.
Supervision Received | Specific supervision from assigned supervisor.
Supervision Given | Direct supervision of assigned staff.
Required Education | Bachelor’s degree in Computer Science, Information Technology or computer related field from an accredited university.
Preferred Education | N/A
Licenses/Certifications | Preferred: It related certifications related to the duties performed.
Required Experience | Four (4) years of professional work experience in the area of IT Service Support, including supervisory experience.
Preferred Experience | Experience with various computer operating systems, third party applications, network protocols, encryption reporting applications, mobile devices and software programs and applications in an educational environment. Experience with project management in an IT environment. Experience obtained within Higher Education.
Equipment | Use of standard office equipment. Thorough familiarity with various computer operating systems and hardware, third party applications, network protocols, encryption reporting applications, mobile devices and software programs, repair tools and troubleshooting equipment.
Working Conditions | Needs to be able to successfully perform all required duties. Office Environment; some travel to various UTRGV campuses will be required. Some night and weekend work will be required. Ability to work well under pressure and prioritize multiple tasks while maintaining positive attitude. UTRGV is a distributed institution, which may require presence at multiple locations throughout the Rio Grande Valley.
Other | Exceptional written and verbal communications skills to communicate with customers, Service Desk agents, co-workers and management.
To the extent this position requires the holder to research, work on, or have access to critical infrastructure as defined in Section 117.001(2) of the Texas Business and Commerce Code, the ability to maintain the security or integrity of the critical infrastructure is a minimum qualification to be hired and to continue to be employed in the position.
Physical Capabilities | N/A
Employment Category | Full-Time
Minimum Salary | Commensurate with Experience
Posted Salary | Commensurate with Experience
Position Available Date | 03/31/2026
Grant Funded Position | No
If Yes, Provide Grant Expiration Date |
Posting Detail Information
EEO Statement | It is the policy of The University of Texas Rio Grande Valley to promote and ensure equal employment opportunities for all individuals without regard to race, color, national origin, sex, age, religion, disability, sexual orientation, gender identity or expression, genetic information or protected veteran status. In accordance with the requirements of Title VII of the Civil Rights Act of 1964, the Title IX of the Education Amendments of 1972, Section 504 of the Rehabilitation Act of 1973, and the Americans with Disabilities Act of 1990, as amended, our University is committed to comply with all government requirements and ensures non-discrimination in its education programs and activities, including employment. We encourage women, minorities and differently abled persons to apply for employment positions of interest.
Special Instructions to Applicants | Dear Applicant,
Human Resources will not be held responsible for redacting any confidential information from the documents you attach with your application. The confidential information includes the following:
Date of Birth
Gender
*Ethnicity/Race
Please make sure that you omit this information prior to submission. We are advising that Human Resources will be forwarding your application to the department as per your submission. The University of Texas Rio Grande Valley reserves the right to discontinue accepting applications prior to the stated close date of this position, after meeting the posting requirement of three (3) calendar days.
If you have any questions, please do not hesitate to contact us at (956) 665-2451 and/or careers@utrgv.edu.
Additional Information | UTRGV is a distributed location institution and working location is subject to change based on need.
All UTRGV employees are required to have a criminal background check (CBC). Incomplete applications will not be considered.
Substitutions to the above requirements must have prior approval from the VP of HR & Talent Development .
Quick Link | https://careers.utrgv.edu/postings/50641
Special Instructions to Applicants | Dear Applicant,
Human Resources will not be held responsible for redacting any confidential information from the documents you attach with your application. The confidential information includes the following:
Date of Birth
Gender
*Ethnicity/Race
Please make sure that you omit this information prior to submission. We are advising that Human Resources will be forwarding your application to the department as per your submission. The University of Texas Rio Grande Valley reserves the right to discontinue accepting applications prior to the stated close date of this position, after meeting the posting requirement of three (3) calendar days.
If you have any questions, please do not hesitate to contact us at (956) 665-2451 and/or careers@utrgv.edu.
Additional Information | UTRGV is a distributed location institution and working location is subject to change based on need.
All UTRGV employees are required to have a criminal background check (CBC). Incomplete applications will not be considered.
Substitutions to the above requirements must have prior approval from the VP of HR & Talent Development .
Quick Link | https://careers.utrgv.edu/postings/50641
Posting Supplemental Questions
Required fields are indicated with an asterisk (*).
- * Are you a current UTRGV employee?
- Yes
- No
- * Are you now, or previously, employed by The University of Texas System or any of its institutions?
- Yes - I currently am employed by the UT System or its institutions
- Yes - I have previously been employed by the UT System or its institutions
- No - I have never been employed by the UT System or its institutions
- * Please select your highest level of completed education.
- 6th grade education
- 10th grade education
- High School Diploma or GED
- Associates Degree, Technical, or Trade School Degree/Certification or 60 Hours of College Hours
- Bachelors Degree from an accredited university
- Masters Degree from an accredited university
- Ph. D. or other terminal degree from an accredited university
- None of the above
- * Please provide the field of study for your education:
(Open Ended Question) - * Please indicate the number of years of work experience you have directly related to the position in which you are applying for:
- Less than 1 year
- 1 year
- 2 years
- 3 years
- 4 years
- 5 years
- 6 years
- 7 years
- 8 years
- 9 years
- 10 years
- Over 10 years
- * Do you meet the minimum requirements for this position?
- Yes
- No
Applicant Documents
Required Documents
- Resume
Optional Documents
- Cover Letter/Letter of Application
- Curriculum Vitae
- Unofficial Transcripts
- Reference Letter 1
- Reference Letter 2
- Reference Letter 3
- Certifications and Licenses
- Training Certificates
- Other Document
- List of 3 References
- Unofficial Transcripts 2
- Unofficial Transcripts 3
- Letter of Interest
- Unofficial Graduate Transcripts
- Additional Document
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