Assistant Manager, Information Technology Services and Support

Position Type:
Administrators and Supervisors

Date Posted:
9/9/2024

Location:
Center for Education Services

Closing Date:
09/23/2024Assistant Manager, Information Technology Services and Support

Administrators and Supervisors Salary Scale, 12-month work year
Category 03 Salary Range: $78,060 - $124,791

Role Overview

Ensures a service oriented, responsive presence for the system technician staff by providing supervision, technical guidance, advice, and support. Assists other management staff in the overall function of technology services and support.

Minimum Requirements

• Associate's degree in information technology, instructional technology, computer science or a related field. Relevant work experience may be substituted in lieu of a degree.
• A strong understanding of service desk management, gained through at least two years of proven experience.
• Two years supervisory experience.
• Thorough knowledge of computing systems, repair, and networking.
• Demonstrated experience training and instructing adults.
• Demonstrated leadership skills and ability to manage technology projects, ability to meet deadlines, prioritize and work independently.
• Demonstrated outstanding organizational, written and oral communication skills, and interpersonal skills.
• Ability to work evening and weekend hours as necessary.
• Capable of performing the essential duties of the position with or without reasonable accommodations.

Preferred Qualifications

• Experience in a K-12 school setting that uses instructional and administrative technology.
• Demonstrated strong project management skills.

Role Responsibilities

• Responsible for all aspects of the successful operation of the system technician staff, including the oversight, coordination, and completion of service tickets.
• Selects, assigns, supervises, and evaluates technical support staff.
• Develops, schedules, and assigns staff responsibilities to provide end user support with a strong customer-service focus.
• Manages the collection, comparison, and analysis of data to improve performance of equipment and customer support.
• Ensures that the tech support team provides excellent customer service and resolves issues promptly.
• Determines areas of improvement and organizes training needed to keep technical support staff up to date and facilitate cross training of technical staff.
• Handles escalated technical issues that require advanced troubleshooting or specialized knowledge.
• Identifies and improves customer support by implementing processes which significantly increase first call closure rates and reduce call volume; implements and communicates technology improvements in partnership with management.
• Serve as a subject matter expert on the ITSM system, providing guidance and training to team members.
• Provides proactive communication with the customer community and provides technical advisory services as required.
• Establishes and models written procedures for conducting Helpdesk support troubleshooting.
• As necessary, coordinates and provides daily supervision to IT projects utilizing Helpdesk and computer team staff (e.g. workshops).
• Participates in departmental meetings, training and other activities as required; attends conferences, seminars and professional meetings as designated and ensures the department stays technologically relevant and current.
• Works with vendors as necessary.
• Remain current and competent by learning new technologies and obtaining certifications as requested by management and/or as identified by the employee and mutually agreed to by the supervisor.
• Performs other duties as required.

Environmental Factors and Physical/Mental Requirements
The Environmental Factors and Physical/Mental demands represent those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Required prolonged periods sitting at a desk and working on a computer and other office equipment.
• Ability to concentrate on several tasks of differing topics throughout a workday.
• Must have the use of sensory skills to effectively communicate and interact with individuals as normally defined by the ability to see, read, talk, hear.
• Maintain emotional control under stress.
• Ability to travel district-wide regularly and state-wide if needed.
• Ability to work prolonged and irregular hours as needed or required.