Technical Support Manager - Administration
Technical Support Manager - Administration
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Not Disclosed
Salary Not Disclosed
1 Vacancy
Job Description
Waterloo Schools is an equal employment opportunity/affirmative action employer.
Job Summary: This position assists the districts Director of Technology in supervising and supporting all Technology Support Specialists and Helpdesk Support Specialists. This individual helps facilitatesupport services by monitoring responses and addressing issues. Additionally this position directly participates in hardware/software setup maintenance and troubleshooting. This individual also coordinates the technology services student intern program.
Hiring Specifications:
Education
- Bachelors degree in computer networking computer science computer information systems management information systems or related field
Certification
- A certification preferred
Experience
- Experience with computer servicing networks and software
- Experience with troubleshooting computer problems
- Leadership experience including experience working with a diverse group of individuals
- Experience with project management
Skills Knowledge & Abilities
- Ability to provide leadership in technology support
- Ability to work in a participative collaborative manner with technology support specialists and district staff
- Strong organizational skills with the ability to plan organize and prioritize activities
- Possess effective decisionmaking and management skills
- Current knowledge of industry best practices and current/emerging technologies
- Willingness to learn and keep technical skills current
- Ability to troubleshoot problems and come to a resolution
- Ability to communicate with a diverse group of people with varying technical backgrounds
- Ability to work independently and in a team environment
Technology Requirements
- Knowledge of computer servicing and software
- Knowledge of Microsoft and Chrome operating systems preferred
- Knowledge of A/V systems
- Knowledge of computer hardware
Supervision of Others:
- Shared supervision of Technology Support Specialists and Helpdesk Support Specialists with the Director of Technology
Personal Contacts:
- All district personnel
- Technology staff members
Job Duties:
- Effectively delegates tasks to Technology Support Specialists and Helpdesk Support Specialists.
- In collaboration with the Director of Technology mentors and supervises the technology support specialist and helpdesk teams including conducting staff performance assessments.
- Coordinates the departments student internship program which includes hiring training and supervising student interns.
- Works collaboratively with Technology Support Specialists the Director of Technology and other staff to develop implement and enforce standards procedures and processes for service to schools and district locations.
- Ensures excellent customer service is delivered by the technology support specialist and helpdesk teams.
- Coordinates assigned projects.
- Ensures all tickets are completed documented and communicated based on metrics outlined.
- Proactively monitors ticket status in the districts helpdesk system and intervenes when necessary to ensure support metrics are met.
- Serves as an escalation point for issues which technology support specialists are unable to resolve.
- Researches and recommends new technologies which may be beneficial to the mission of the district.
- Communicates regularly with other team members about technology issues and support concerns.
- Stays abreast of cybersecurity trends and challenges and champions the incorporation of cybersecurity best practices into staff workflows.
- Installs maintains and upgrades computer hardware peripherals software and other technology equipment.
- Serves as a member of the technology services infrastructure team and facilitates communications between that team and technology support specialists.
- Delivers and configures new hardware/software.
- Assists in basic networking support.
- Orders parts.
- Maintains accurate records of service status and resolution through the districts help desk system.
- Troubleshoots hardware/software problems for computers as well as peripherals and other equipment.
- Mentors staff on the effective use of available technology.
- Serves as a resource for staff to consult in expanding technology usage.
- Provide staff with training to ensure skills are current and district needs are met.
- Maintains accurate inventory records for district equipment.
- Performs other duties as assigned.
Terms of Employment: Twelvemonth contract per Board policy and administrative guidelines.
Required Experience:
Manager
Employment Type
Full-Time
