Technology Support Lead - Instructional Support Facility

Job Title: Technology Support Lead

FLSA Exemption Status: Exempt

Classification Group: Professional Technical

Supervising Position: Manager or designee

Pay Plan: Professional Technical

Pay Range: Range 09

Last Updated: 6.2026

Pay Information

Benefits Information

Assist the IT Service Delivery Manager with supporting customers in all aspects of managing the Technology Support team. Provide leadership, technical expertise, and guidance to members of Technology Support team for troubleshooting issues and understand when escalation is appropriate. Make recommendations to improve technical approach, customer service, and technical documentation and training for the team for continuous growth. Support user hardware and software, application installations, maintenance, upgrades, and troubleshooting technology.

The subsequent duties outline the fundamental operations of the position and exemplify the nature of the tasks carried out. They do not encompass a comprehensive inventory of the obligations and responsibilities fulfilled in this role. The approximation of frequencies and time allocation percentages are flexible and subject to the requirements of the organization.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• 1. Lead the activities and personnel assigned to the Technology Support team with providing technical service and support by identifying, prioritizing, troubleshooting, resolving, escalating, and follow-up of reported technology issues. Frequency:
  Daily, Percentage of Time: 25%
• 2. Lead the activities and personnel assigned to the Technology Support team with providing technical service and support by identifying, prioritizing, troubleshooting, resolving, escalating, and follow-up of reported technology issues. Frequency:
  Daily, Percentage of Time: 25%
• 3. Monitor assigned queues, voicemail, web sites, and other incoming communication methods. Frequency:
  Daily, Percentage of Time: 20%
• 4. Develop processes for hardware, software, and application support, assist in developing end-user documentation, and maintain records related to repairs. Frequency:
  Weekly, Percentage of Time: 5%
• 5. Develop and review training plans regarding established guidelines for specific desktop products, software programs, and/or systems. Frequency:
  Monthly, Percentage of Time: 5%
• 6. Perform administrative and maintenance tasks to ensure that standards are met, including preventative maintenance on client systems, hardware repair, stocking and organization of hardware, inventory maintenance, and keeping up-to-date ticketing records, as well as technical documentation. Frequency:
  Monthly, Percentage of Time: 5%
• 7. Prepare and provide various Service Desk reports and technical reviews to senior management. Frequency:
  Monthly, Percentage of Time: 5%
• 8. Assist in maintaining assets, orders, and inventories parts as necessary. Assist in maintaining shop facility, tools, and district vehicles in a clean and safe manner. Frequency:
  Monthly, Percentage of Time: 5%
• 9. Perform other duties as assigned or requested. Frequency:
  Daily, Percentage of Time: 5%

This job has supervisor responsibilities including, but not limited to, interviewing, hiring, directing work, assigning work, supervising work, training, evaluating, disciplining, and terminating. Direct reports:

• Technology Support Analysts
• Sr Technology Support Analysts

• Criminal background check and fingerprinting required
• Associate's degree
• Eight (8) years of professional work experience
• Associate's degree in Computer Science/Computer Engineering or equivalent combination of education, experience, and certifications
• Experience in developing test plans, client manuals, tutorials, and training course materials as well as the ability to conduct both in class and web-based training
• Experience with SCCM desktop imaging processes and software tools
• Experience in administration, maintenance, and support of the current versions of MS Windows and Mac OSX operating systems
• Experience with Help/Service Desk ticketing software
• Experience installing,…