Running Tier 3
I lead the team that gets the call after the usual fixes have failed. We solve the immediate problem, then make sure we do not keep solving it.
TIER 3 · INDIANA OFFICE OF TECHNOLOGY
Jordan Buck
Deputy Assistant IT Director / Tier 3 Manager, Indiana Office of Technology
I lead the Tier 3 team at IOT. When an issue makes it past the help desk and desktop teams, it comes to us. We also run the projects that change how state agencies manage their devices.
Government work can move fast. I expect ours to.
WHAT I'M RESPONSIBLE FOR
The scale of it
- 70+ agencies supported
- Thousands endpoints managed
- 20-person technical team led
ABOUT
What I do
I run Tier 3 for the Indiana Office of Technology. We take the escalations other teams cannot close, figure out what actually broke, and keep the same issue from coming back.
A lot of the work right now is moving thousands of Windows and Mac devices from legacy, serial-based management to Intune and Autopilot. The slide deck version looks simple. The real work is in the edge cases.
We saw that firsthand when a modern app rollout started swallowing network capacity. My team worked with networking and a Microsoft engineer, fixed the Delivery Optimization issue, and got the rollout back under control.
Known for
Sticking with the ugly problems until they are fixed, documented, and no longer waking somebody up.
Current focus
Intune, Autopilot, better ServiceNow workflows, and practical AI that saves the team time.
THE WORK
What I own
Endpoint Modernization
We are moving thousands of Windows and Mac devices from legacy management to Intune and Autopilot. It touches enrollment, apps, policy, support, and nearly every team around us.
AI-Assisted Operations
I use local models, Claude Code, and Codex for documentation, troubleshooting, and repeat work. The point is simple: give the team more time for problems that need a person.
Project Delivery
I turn broad requests into a plan with owners, decisions, status, and a finish line. Then I keep the work moving until it is actually done.
PROJECTS
Stuff I've built
Most of these started because I needed something and could not find a version I liked. I build them after work, use them myself, and keep improving them.
Use the previous and next buttons or the left and right arrow keys to browse projects.
HomeOS
I wanted a wall dashboard without another subscription, so I built one. It runs on a Raspberry Pi and handles Home Assistant scenes, camera feeds, and a focus mode. I use it every day.
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MissionBoard
I built MissionBoard to track projects, escalations, owners, and status in one place. It comes directly from running a Tier 3 operation.
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PrintDeck
An STL library and filament tracker for my Bambu printers, with AI vision to tag models so I stop losing them.
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Bench Path Studios
A Windows CNC design and CAM app that works offline with GRBL machines. It keeps design, toolpaths, and machine setup on the same computer.
Project link slotOffGridIQ
A small, 3D-printable desk monitor for air quality, temperature, and humidity. I am building the hardware, enclosure, and software together.
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SKILLS
What I work with
Enterprise IT Operations
Tier 3 Support Leadership
Endpoint Management
Microsoft Intune
Windows Autopilot
ServiceNow Workflow Improvement
Project Management
Claude Code and Codex
Ollama and Local Models
Code Review with CodeRabbit
Practical AI Automation
Technical Documentation
Recommendations
Proof slots
CONTACT
Where I'm headed
I am working toward a CTO role where I can set technical direction, own a budget, and build a strong team. I am also open to IT leadership roles with real problems to fix and room to move quickly. Reach out if that sounds like your organization.