Manager - Client Support Services

The Manager of Client Support Services provides leadership for client resource management in the district and is responsible for developing, communicating and monitoring services, resources, policies and procedures to ensure that all client devices are secure, accessible and reliable. The Manager of Client Support Services will develop, design and implement client support solutions that utilize existing resources to deliver appropriate and necessary technology access.

• Oversee assigned operations to achieve goals and objectives within budgeted funds and personnel; plan and organize project schedules, goals and objectives; direct changes in priorities, schedules and staff to assure work is completed in a timely and efficient manner with a commitment to customer service.
• Provide planning, leadership and direction for assigned staff. Set work priorities, train, motivate and evaluate the work of assigned staff. Evaluate workload, assignments, professional development needs and progress toward goals. Facilitate resolution of complex interpersonal issues among staff.
• Design, implement and drive continuous improvement of the technical support program, ensuring cohesive service desk operations and field support that meet organizational technology needs.
• Partner with cross-functional teams to support the design, implementation and maintenance of enterprise Mobile Device Management (MDM) and Mobile Application Management (MAM) infrastructure systems.
• Recommend appropriate computing devices, AV equipment, hardware, software and technology components that align with and support the district's full range of technology support functions, including infrastructure, networking, systems administration and end-user service delivery.
• Provide timely response and oversight for technical support issues, including MDM, mobile apps, mobile devices, AV equipment and other hardware/software challenges, ensuring successful resolution.
• Assist with department service and connectivity troubleshooting including communication to stakeholders related to issues with e-mail phones, applications, hardware and related services.
• Assist with the mobile Device Enrollment Program (DEP) or related areas.
• Train district technical staff in the operation of Help Desk systems and equipment and basic troubleshooting.
• Recommend and implement policies, procedures, and standards for the efficient and effective operation of the district's technology support systems.
• Cultivate vendor partnerships to ensure efficient use of resources and recommend technologies or services that improve operational effectiveness.
• Communicate effectively with department staff, district staff, vendors and others to contribute to a positive and collaborative decision-making environment.
• Prepare trouble logs and other documentation as required, such as MDM design, configurations and related items necessary for efficient assessment and improvements.
• Supervise assigned AV/Computer/Telecommunication Technician personnel.
• Maintain current knowledge of trends, development and products related to networking, MDM solutions and mobile devices.
• Prepare, manage and assist with Technology projects in coordination with department and district staff.
• Prepare routine reports and present department performance utilizing system data reports, observations, expenditures and departmental input. Monitor metrics and present efficiencies, improvements and changes to department staff.
• Perform related duties consistent with the scope and intent of the position.

Reports to the Chief Technology Officer or Designee.

Required to meet inflexible deadlines; requires visible concentration; periodically exposed to visual display terminal for prolonged periods; occasionally required to deal with distraught, demanding, and frustrated people; occasionally required to be accessible during off‑hours or return to work on emergencies.

• Bachelor's degree in Business, Management, Project Management, Information Systems or related field, or comparable experience preferred.
• Minimum of 3 years of industry/education experience in a technical support…