Manager of IT Support Services

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REPORTS TO
:
Executive Director of Technology

QUALIFICATIONS:

• Minimum of five years of progressively responsible experience in IT support, systems administration, network operations, or a related field, including experience leading staff or coordinating technology support services.
• Demonstrated ability to manage help desk operations, prioritize service requests, coordinate escalations, and improve service delivery.
• Strong working knowledge of endpoint management, device deployment, troubleshooting, identity and access management, and cloud-based services.
• Working knowledge of wired and wireless networking, servers, storage, telecommunications, backup systems, and disaster recovery sufficient to troubleshoot issues and provide infrastructure backup coverage.
• Demonstrated knowledge of Google Workspace and Microsoft 365 administration, including user accounts, licensing, application access, security policies, and ChromeOS device management through the Google Admin console.
• Knowledge of cybersecurity best practices, incident response, and protection of confidential information.
• Strong communication, organizational, project coordination, and customer service skills, including the ability to explain technical issues to nontechnical users.
• Bachelor's degree in Information Technology, Computer Science, or a related field preferred; technical certifications, associate degrees, and/or equivalent professional experience will be considered in lieu of a four-year degree.
• Industry certifications such as CompTIA A+, Network+, Security+, Microsoft certifications, or CCNA preferred.
• Experience in a K-12 public school environment strongly preferred.

RESPONSIBILITIES:

• Oversee the day-to-day operations of district IT support services, ensuring timely, effective resolution of service requests across all district buildings.
• Establish and maintain service standards, ticket workflows, prioritization criteria, escalation procedures, and communication practices in consultation with the Executive Director of Technology.
• Monitor ticket backlogs, response and resolution times, recurring issues, and user feedback; implement improvements and provide monthly operational updates to the Executive Director of Technology.
• Coordinate staff assignments, building coverage, schedules, and workload distribution to meet district support needs.
• Supervise and evaluate assigned staff; provide guidance, training, and professional development, and assist with staffing and performance management.
• Promote a collaborative, accountable, customer-service-oriented team environment and ensure consistent follow-through on assigned work.
• Serve as an escalation resource for complex technical issues, providing hands-on troubleshooting and coordinating assistance from district staff, vendors, and service providers.
• Coordinate device deployment, configuration, maintenance, repair, replacement, and retirement, including district hardware refresh cycles.
• Oversee endpoint management practices, software deployment, approved configurations, updates, and asset inventory accuracy in coordination with assigned staff.
• Administer and support the district's Google Workspace and ChromeOS environments through the Google Admin console, including user accounts, organizational units, device management, application access, and security settings, in accordance with district policies and technology standards.
• Administer and support the district's Microsoft 365 environment, including user accounts, licensing, application access, security settings, and troubleshooting, in accordance with district policies and technology standards.
• Maintain support procedures, technical documentation, knowledge resources, and cross-training to reduce reliance on individual staff members and ensure continuity of service.
• Coordinate with building administrators, instructional technology staff, and department leaders to identify support needs, communicate service changes, and resolve operational concerns.
• Plan and coordinate support-related technology projects, including device refreshes, software rollouts, and system implementations; manage assigned timelines, resources, stakeholder…