Support Services Manager-Technology

Job Title: Support Services Manager

Reports To: Director of Technology

Dept./School: Technology

Wage/Hour Status: Exempt

Pay Grade/Days: Business 4/240 days

Date Revised: July 14, 2025

The Support Services Manager role is to oversee the entire Workstation support staff and ensure that end users are receiving the appropriate assistance. This includes the responsibility of managing all procedures related to the identification, prioritization, and resolution of end user help requests, including the monitoring, tracking, and coordination of Help Desk functions. The Support Services Manager will also contribute to problem resolution by giving in-person, hands-on support to end users at the desktop level.

Support Services Manager will also define and facilitate communication between the enterprise and its providers in order to deliver software, hardware and applications according to plan and within budget, and to ensure licensing compliance.

Qualifications:

Education/Certification:

Bachelor’s degree in Computer Science or related field preferred

Dell Certification preferred

Macintosh Certification preferred

Network + Certification preferred

A+ certification preferred

Special Knowledge/Skills:

Knowledge of Dell product offerings

Knowledge of Apple product offerings

Knowledge of Ethernet wiring and wireless systems

Knowledge of Windows operating systems

Knowledge of Mobile devices

Knowledge of Mac OS and iOS

Knowledge of network printer support

Excellent communication skills required for on-site troubleshooting and support as well as by phone.

Demonstrated ability to lead a team of individuals

Demonstrated ability to meet performance expectations and goals

Such alternatives to the above qualifications as the Board of Trustees may find appropriate and acceptable

Experience:

Five years’ experience repairing desktops, laptops and printers preferred

Three years’ experience managing a team of repair technicians preferred

Major Responsibilities and Duties:

Strategy & Planning

• Establish and enforce Help Desk service levels agreements in consultation with end users to establish problem resolution expectations and time frames.
• Analyze performance of Help Desk activities and documented resolutions, identify problem areas, and devise and deliver solutions to enhance quality of service and to prevent future problems.
• Plan and conduct annual performance appraisals of desktop services staff, and administer disciplinary.
• Conceive, develop, and deliver techniques, practices, and procedures for licensing administration in a manner that best protects districts interests.
• Ensure that applications meet district requirements, systems goals, and fulfill end-user requirements.
• Ensure that any new software integration into district systems meet functional requirements, system compliance, and interface specifications in accordance with licensing agreements.

Supervisory Responsibilities

• Manage the processing of incoming calls to the Help Desk via both telephone and e-mail to ensure courteous, timely, and effective resolution of end user issues.
• Design and enforce request handling and escalation policies and procedures.
• Coordinate and/or perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.
• Monitor and test fixes to ensure problems have been adequately resolved.
• Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution.
• Track and analyze trends in Help Desk requests and generate statistical reports.
• Assess need for any system reconfigurations (minor or significant) based on request trends and make recommendations.
• Identify, recommend, develop, and implement end user training programs to increase computer literacy and self-sufficiency.
• Oversee development and dissemination of help sheets, usage guides, and FAQ lists for end users.
• Attend training seminars, conferences, and trade shows to broaden knowledge of current and future desktop and software application issues and technologies.
• Oversee the development, implementation, and administration of help desk…