Support Analyst III / Team Lead

Support Analyst III / Team Lead

The Support Analyst III / Team Lead - Dental is a member of the Lyon College Information Technology Department with primary responsibility for supporting the Lyon College School of Dental Medicine (LCSDM). The position serves as the senior on-site Information Technology representative for the Dental campus and provides both advanced technical support and direct supervision of IT personnel assigned to the site.

The Support Analyst III / Team Lead coordinates and delivers technology services supporting Dental faculty, staff, students, clinical operations, classrooms, simulation environments, and administrative functions. The position directly supervises the Support Analyst I, Support Analyst II, and AV Specialist II assigned to the Dental location and is responsible for workload coordination, employee development, performance management, scheduling, service quality, and local operational effectiveness.

Although primarily assigned to LCSDM, this position operates within the broader Lyon College IT organization and follows institutional technology standards, processes, security requirements, service-management practices, and departmental priorities. The position works collaboratively with colleagues across IT Services, Infrastructure, Enterprise Applications, Media Services, Instructional Technology, Information Security, and other institutional technology functions.

The position serves as the principal day-to-day IT Services contact for Dental leadership, coordinates technology priorities and support activities at the Dental site, provides advanced troubleshooting and escalation support, and ensures that Dental technology needs are effectively connected with the appropriate resources throughout Lyon College Information Technology.

The position reports to the Associate Director of IT Services and maintains a strong operational relationship with Dental leadership. Appropriate central IT functional areas govern enterprise architecture, infrastructure, enterprise applications, media services, instructional technology, information security, and related institutional standards.

The successful candidate will be a highly capable technical professional and people leader who is equally comfortable supervising employees, solving complex technical problems, coordinating priorities, communicating with senior leadership, and providing excellent service in a fast-paced academic and clinical environment.

Essential Duties and Responsibilities

Advanced Technical Support and Escalation - 30% Provide advanced Tier II and Tier III technical support for Dental faculty, staff, students, and clinical operations. Diagnose and resolve complex issues involving workstations, laptops, peripherals, printers, authentication, applications, network connectivity, remote applications, classroom technology, and related systems. Serve as the primary on-site escalation resource for technical issues that cannot be resolved through standard Helpdesk processes. Support technology used within clinical, simulation, instructional, administrative, and common-use environments. Assist users with institutional services including identity and authentication systems, Google Workspace, Microsoft technologies, remote applications, Zoom, and other supported platforms. Coordinate resolution of incidents involving systems owned by Infrastructure, Enterprise Applications, Media Services, Instructional Technology, Information Security, or external vendors. Participate in troubleshooting clinical technology and systems, including integration with axiUm and other, Dental applications, while coordinating application-specific issues with the appropriate system owners. Provide on-site technical assistance during significant incidents, outages, and service disruptions. Document incidents, resolutions, and recurring technical issues within the College's service-management system. Provide assistance to other Lyon College locations and users when departmental needs require, consistent with the position's membership in the institution-wide IT organization.

Staff Supervision and Dental IT Operations - 30% Directly supervise IT personnel assigned to the Dental campus, including the Support Analyst I, Support Analyst II, and AV Specialist II. Assign and coordinate daily work based on operational priorities, employee skills, workload, and service needs. Establish clear performance expectations for direct reports and provide regular coaching, feedback, and guidance. Conduct performance evaluations in accordance with College and departmental procedures. Address performance, attendance, conduct, and service-quality concerns in consultation with the Associate Director of IT Services and Human Resources as appropriate. Support employee development through mentoring, cross-training, professional development planning, and assignment of progressively responsible work. Coordinate staff scheduling and coverage to ensure appropriate support for Dental academic, clinical, administrative, and special-event activities. Review service requests and project assignments to ensure timely ownership, escalation, communication, and completion. Promote effective teamwork and collaboration among Dental IT personnel and across the broader Lyon College IT Department. Ensure staff follow institutional IT policies, technical standards, documentation requirements, security practices, and customer-service expectations. Assist with recruitment, interviewing, onboarding, and training of technology personnel assigned to the Dental location. Identify staffing, workload, training, and resource needs and make recommendations to the Associate Director of IT Services. Foster a professional, responsive, collaborative, and service-oriented team environment.

Dental IT Site Leadership and Service Coordination - 15% Serve as the principal day-to-day IT Services contact for LCSDM leadership. Coordinate technology support priorities for the Dental location. Maintain awareness of clinical schedules, academic activities, major events, and other operational requirements that may affect technology support. Coordinate with Dental leadership regarding service concerns, operational priorities, technology needs, and upcoming initiatives. Communicate planned outages, service interruptions, significant incidents, and technology changes to appropriate Dental stakeholders. Serve as the initial on-site IT incident coordinator during significant technology disruptions and engage appropriate central IT leadership as required. Identify recurring service issues and recommend operational, technical, staffing, or procedural improvements. Assist the Associate Director of IT Services with evaluating service quality, workload, support trends, and overall effectiveness of Dental IT operations. Promote consistent use of institutional IT support processes and established service channels. Ensure that local practices remain aligned with Lyon College Information Technology policies, technical standards, security requirements, and service expectations.

Clinical, Academic, and Specialized Technology Support - 10% Support technology used within Dental clinical, simulation, classroom, laboratory, and instructional environments. Develop familiarity with the operational requirements of clinical systems and the technology dependencies associated with patient care. Assist with deploying, testing, troubleshooting, and maintaining specialized Dental technology in cooperation with system owners and vendors. Coordinate with Enterprise Applications on clinical and administrative systems. Coordinate with Infrastructure on networking, servers, endpoints, telecommunications, security systems, and related infrastructure. Coordinate with Media Services and Instructional Technology on classroom, audiovisual, Zoom Room, simulation, and instructional technology. Participate in testing and implementation of technology changes that may affect Dental operations. Assist with technology readiness for academic terms, clinical activities, examinations, special events, and other major operational periods. Maintain appropriate awareness of FERPA, HIPAA, information-security, and institutional privacy requirements when supporting users and systems.

Projects, Implementations, and Vendor Coordination - 10% Serve as the on-site technical lead or representative for assigned Dental technology projects. Participate in planning, implementation, testing, deployment, and post-implementation support for new systems and technologies. Coordinate on-site activities involving technology vendors, contractors, and service providers. Work with the Associate Director of IT Services and other IT leaders to ensure projects conform to institutional technical architecture, security requirements, and operational standards. Assist with technology procurement planning, equipment replacement, lifecycle management, and deployment. Identify dependencies, risks, scheduling concerns, and resource requirements associated with Dental technology projects. Participate in project meetings with Dental leadership, vendors, facilities personnel, and other institutional stakeholders as required. Ensure appropriate documentation and handoff of completed projects into normal operational support. Represent the broader Lyon College IT Department when coordinating local projects and ensure appropriate functional teams are involved when work crosses technical areas.

Documentation, Asset Management, Departmental Participation, and Other Duties - 5% Maintain accurate technical and operational documentation for the Dental environment. Assist with hardware and software inventory, lifecycle tracking, equipment deployment, and disposition. Develop and maintain site-specific procedures, troubleshooting documentation, support instructions, and escalation information. Support business continuity, disaster recovery, and operational readiness activities involving Dental technology. Participate fully in Lyon College Information Technology departmental meetings, planning activities, training, professional development, and operational initiatives. Collaborate with IT personnel serving Batesville, Little Rock, Cabot, and other Lyon College locations. Contribute to institution-wide IT projects, standards, documentation, and service improvements. Perform other duties consistent with the responsibilities and level of the position.

Supervisory Responsibilities The Support Analyst III / Team Lead has direct supervisory responsibility for assigned Dental IT personnel, currently including: Support Analyst I Support Analyst II AV Specialist II Supervisory responsibilities include: establishing work priorities; assigning and reviewing work; scheduling and ensuring appropriate coverage; coaching and mentoring employees; setting performance expectations; conducting performance evaluations; addressing performance and conduct concerns; identifying training and development needs; participating in recruitment and hiring; onboarding new staff; recommending personnel actions when appropriate; and promoting effective teamwork and professional service delivery. The Team Lead exercises supervisory authority in coordination with the Associate Director of IT Services and in accordance with Lyon College policies and procedures.

Leadership and Decision-Making Responsibilities The Support Analyst III / Team Lead is expected to exercise substantial independent judgment in the daily operation of technology services at LCSDM while operating within the policies, standards, and governance structure of Lyon College Information Technology. The position is authorized to: establish daily priorities for Dental IT personnel; assign and coordinate staff work; adjust coverage based on operational needs; resolve or escalate service issues; communicate directly with Dental leadership regarding operational technology matters; coordinate vendors and on-site technical activities; recommend technical, staffing, and operational changes; and make routine implementation decisions within established institutional IT standards. The position does not independently establish institutional architecture or technical standards for functional areas governed by other IT departments. When an issue involves Infrastructure, Enterprise Applications, Media Services, Instructional Technology, Information Security, or another specialized area, the Team Lead coordinates the Dental requirement with the appropriate functional leader. The Associate Director of IT Services retains responsibility for broader IT Services strategy