Purposes

BYU-Pathway Worldwide provides access to affordable higher education wherever the Church is organized, having served over 50,000 students in more than 150 countries in 2020. Working for BYU-Pathway is working for a compelling cause – one that develops disciples of Jesus Christ who are leaders in their homes, the Church, and their communities. The BYU-Pathway culture is fast-paced, innovative, and has elements of both startup and enterprise environments.

We are establishing a tier-2 technical support team and formal technical support processes across all support tiers to better serve our growing student population. We are seeking an experienced Technical Support Manager to do three primary things:

1. Perform tier-2 support for BYU-Pathway’s flagship custom applications
2. Build and lead a tier-2 support team using part-time students
3. Design, implement, lead, and mature our overall technology support processes and reporting across all tiers of technology support

This position is a key leadership role responsible for all technical support work and technical support processes at BYU-Pathway, and reports to the CIO. The type of candidate we are looking for thrives in a player/coach role, as this role will not only be responsible for defining and maturing technical support processes but be personally performing tier-2 support work as well as hiring, training, and leading students to do the same under his/her direction. The Technical Support Manager will become the residing tier-2 technical support expert that student employees can lean on and build capability from. If you thrive on change, have a strong background in technical support and technical support leadership, and want to build something great from the ground up, this is for you. The position is currently approved as a full-time temporary position, which includes full BYU-Pathway benefits. The successful candidate can anticipate at least one year of employment, with a potential extension or potential transition to regular status, depending on performance and future approvals.

Responsibilities

1. Perform tier-2 technical support for BYU-Pathway’s flagship custom applications, working closely with tier-1 support, engineering, product management, and others
2. Build, train, and lead a tier-2 technical support team using part-time students, becoming the resident tier-2 technical expert the tier-2 team can rely on
3. Design, implement, lead, and mature BYU-Pathway’s overall technical support process across all tiers of technical support
4. Establish SLA’s and other support metrics and report on them regularly to leaders
5. Build critical partnerships with tier-1 support, product management, engineering, and BYU-Pathway leaders
6. Ensure excellent customer service by establishing a culture of helpfulness, rigorous follow-through, tracking to SLA’s, and an abundance of clear communication
7. Develop a sound technical understanding of key BYU-Pathway Systems, how they work together and integrate with other systems, and how students use them
8. Understand the BYU-Pathway mission and strategy, the students we serve, and how technical support helps fulfill BYU-Pathway’s mission and strategic priorities

Qualifications

1. 6+ years in technical support, tier-2 technical support, and/or IT operations
2. 3+ years leading a technical or operations support team, preferably tier-2 or equivalent
3. Experience providing or leading technical customer support for custom enterprise applications
4. Service-oriented: having a passion and talent for delighting customers and exceeding expectations
5. Optimistic, positive, helpful demeanor: “How can I help you?” with a smile
6. Analytical, evaluative disposition; enjoys troubleshooting complex technical problems
7. Polished verbal and written communication abilities, including the ability to make complex technical matters understandable to others and knowing how to best update customers on issues
8. Track record of metrics that demonstrates timely support and satisfied customers
9. Experience developing support processes, policies, and SLA’s
10. Ability to expertly organize and prioritize a constantly changing workload
11. Current fluency of major enterprise technology components including networking, application servers, the cloud, databases, API’s, tech stacks, and the software development lifecycle
12. Significant experience using help desk or support ticketing systems
13. Bachelor’s degree required, preferably in IT-related fields
14. Must hold a current temple recommend

Worthiness Qualification

Must be a member of The Church of Jesus Christ of Latter-day Saints and currently temple worthy.

Posting Notice/More Info.

This position is located at the Triad Center in Salt Lake City, Utah. Currently due to COVID-19 employees are working from home but occasional visits in the office are needed. 

The position is currently approved as a full-time temporary position, which includes full BYU-Pathway benefits. The successful candidate can anticipate at least one year of employment, with a potential extension or potential transition to regular status, depending on performance and future approvals.

Please Note: All positions are subject to close without notice. 

Find out more about the many benefits of Church Employment at http://careers.churchofjesuschrist.org.