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

Description

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:

Bachelors 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 timeframes.
• 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 staff training procedures and policies.
• Train coach and mentor Help Desk Technicians and other Desktop staff.
• Monitor licenses for compliance with organizational needs and requirements including follow-up checks for corrective action.
• Develop and deliver license reports requirements documentation and tender documents.
• Administer license change management and license closure.
• Establish and maintain regular written and in-person communications with the organizations executives department heads and end users regarding pertinent licensing activities and best practices.
• Effectively communicate software upgrade and licensing strategies to team members and end users in a timely and clear fashion.
• Monitor and analyze trends in contractual agreements in order to make recommendations for the future and to identify areas for possible savings.
• Analyze trends and market conditions for present and future district requirements of software applications.

Safety

Follow established safety procedures and techniques to perform job duties including lifting climbing and carrying.

Correct unsafe conditions in the work area and report any conditions that are not correctable to the supervisor immediately.

Other

Work productively with other teams and departments in the district

Attend all meetings as assigned

Work non-traditional hours on occasion to meet the needs of the department.

Active pursuit of professional development

Perform other duties as assigned.

Working Conditions:

Mental Demands/Physical Demands/Environmental Factors:

Climbing stooping bending and knelling; frequent use of small hand tools and electronic test equipment; frequent district wide travel. Occasional prolonged and irregular hours are possible. This position may be required to be on-call 24 hours a day.

The foregoing statements describe the general purpose and responsibilities assigned to this job and are not an exhaustive list of all responsibilities and duties that may be assigned or skills that may be required.

Equal Opportunity Employer: Applicants for all positions are considered without regard to race color sex (including pregnancy) national origin religion age disability genetic information veteran or military status or any other legally protected status. Additionally the district does not discriminate against an applicant who acts to oppose such discrimination or participates in the investigation of a complaint related to a discriminating employment practice.

The district Title IX Coordinator isDenise Williams Director of HR 1104 Broad St. Wichita Falls TX 76307

Questions regarding posted positions should be addressed to Human Resources .

Required Experience:

Manager