Oversees and manages all aspects of the TSD’s Support Specialists and their associated duties and responsibilities. The purpose of the Technology Support Manager is to provide leadership, management, oversight, and guidance with regard to the Technology Support Specialists and ensure department operations and goals are being successfully met.
High school diploma or GED
Associates or technical degree in computer science or related field. Appropriate work experience may substitute.
Bachelor’s degree from an accredited institution preferred
A+ certification or equivalent/related certification
Three years of hardware support experience in a school/educational setting
Prior experience supervising a technical support staff preferred
SPECIAL KNOWLEDGE AND SKILLS:
Knowledge of installation, troubleshooting, and repair of computer related equipment and peripherals
Proficient with ServiceNow management platform (or similar help ticketing system)
Exceptional customer service skills
Superior oral and written communication skills
Solution-oriented with strong problem-solving skills
MAJOR RESPONSIBILITIES AND DUTIES:
Participate in department & district planning to ensure the effective use of all technologies being implemented in the school district.
Work with other AISD departments and campus personnel to resolve technology related issues.
Promote and maintain open and effective communication.
Promote and maintain focus on department & district goals.
Promote and maintain positive morale among department, district, and campus employees.
Visit campuses and administrative facilities as needed.
PROFESSIONAL GROWTH AND DEVELOPMENT
Plan, implement, and manage staff development for Building Technology Contacts and Technology Support Staff regarding hardware support.
Create and maintain support documentation within the virtual knowledge base concerning hardware support that aligns with the goals of the department and district.
Ensure department staff members are cross-trained in hardware support in order to ensure department operations run smoothly during absence and/or leave.
Provide leadership and management surrounding all technology support issues, tasks, projects, and procedures.
Supervise and oversee Tech Support and Help Desk Specialists to ensure our campuses and support sites are receiving exceptional technology support and customer service.
Monitor department help tickets to ensure staff is providing thorough documentation, frequent updates, quality customer service, and timely resolution.
Support and coordinate work with campus-based technicians as well as vendors & contracted service providers to ensure successful completion of assigned tickets
Monitor/approve mileage, travel requests, leave requests, and time clock punches of technology staff.
Evaluate and appraise technology staff based on established performance criteria.
Monitor and track the certifications required by our Technology Support Specialists to ensure self-maintainer status.
Assist with the hiring process for technology staff as needed.
Develop and implement new hire induction procedures for TSD staff to ensure successful onboarding.
Assist with the development and implementation of department Standard Operating Procedures (SOPs).
Assist the Asset Manager, Software Manager, and Sr. Director with their duties & responsibilities as they relate to the work of the Tech Support and Help Desk Specialists.
Provide various reports and information upon request to Sr. Director of Technology Support and Integration regarding department operations, help ticket statistics, database information, etc…
Evaluate and recommend new technologies, methods, systems, and procedures that help ensure efficient and effective operations.
Provide informed leadership regarding all aspects of technology support.
Performs other duties as assigned by Sr. Director of Technology Support & Integration.
Occasionally work prolonged and/or irregular hours (with little to no advance notice) in order to ensure/restore department and/or district operations.
Mental Demands: Ability to communicate effectively (verbal and written); interprets policy, procedures, and data; coordinates district functions; maintains emotional control under stress.
Physical Demands/Environmental Factors: Frequent district-wide and occasional statewide travel; occasional prolonged and irregular hours; frequent/prolonged standing and/or walking, stooping, bending, kneeling, pushing and pulling; occasional lifting up to 50 pounds; prolonged use of computer and repetitive hand motions.