About the TSC Model

KU Technology Support Centers (TSC) offer a diverse range of technology support for faculty and staff to help them teach, learn, work and adapt in the changing environment of information technology. We strive to exceed expectations and provide for the future growth of KU.

The Technology Support Center (TSC) model was created to provide better service to our customers, leverage the knowledge and skills of support teams, provide professional growth opportunities for support staff and contribute cost savings toward Bold Aspirations priorities.

The Technology Support Center model is a hybrid between centralized and decentralized support models. This hybrid model is based on:

  • Centrally managed support teams that are located in close proximity to the customers they serve
  • A tiered structure that gives frontline support staff the ability to escalate particularly difficult service issues
  • Shared decision-making between unit leader and KU IT to meet customer needs
People icons labeled Campus Units, Technology Support Center and KU Information Technology in triangle. A triangle made up of double arrow lines connects all three groups.

TSC Accountability

TSC staff members report centrally through KU Information Technology, but they work closely with leadership of the units they support to identify and meet the needs of faculty and staff in those units.

Benefits of TSC Model

  • Consistent Support
  • More IT Resources
  • Knowledgeable back up staff
  • Cost savings through reallocation and cost avoidance
  • Open lines of communication between unit leader and TSC leaders
  • Career Advancement Opportunities
  • Training & Professional Development
  • More IT Resources
  • Tiered Support
  • Back up for vacation or other absences
  • Efficiency in support and procurement
  • Provide IT support for units that have no funding for IT support
  • Cost savings through the elimination of competitive hiring within the University
  • Cost savings through avoidance of replicated facilities and operating costs