Manager Technology Support Services (2025-2026)

Job Title:ManagerWage/Hour Status:Non-Exempt

Job Role:TechnologySupport Services

Department/School:Technology Pay Grade:AD4

Function:Technology

Reports to:Director of TechnologySupport HRDate Approved:February 2026

HR DateRevised:

SUMMARY:

The Technology Support Services Manager provides leadership and operational oversight for the districts Technology Support Technicians and Help Desk operations. This role ensures high-quality customer service delivery efficient incident and service management and effective collaboration across technology teams. The positionis responsible forstaff development workflow management reporting and continuous improvement of support services in alignment with district goals and cybersecurity standards.

The essential functionspursuant tothe Americans with Disabilities Act may include the characteristic duties and responsibilities notedherein however this listrepresentsexamples only and is not a comprehensive listing of all functions and tasks performed by positions found in this job description.

• Model KISD core organizational beliefs and values;perform duties effectively and efficiently for the purpose of supporting and contributing to high student achievement.

• Provide program support and service delivery; communicate effectively within and across teams andparticipatein cross-functional work groups.

• Maintain a commitment to theDistrictmission; model District expectations through personal leadership and actively support the efforts of others to achieve District goals.

MAJOR RESPONSIBILITIES AND DUTIES

Support ServicesManagement

• Supervise and support Technology Support Technicians and Help Desk staff.

• Oversee the Help Desk system including daily operations and ongoing support.

• Ensure work orders and incidents are escalated appropriately tomaintainconsistent efficient andtimelyresolution.

• Establish enforce and model clear customer service standards and expectations.

• Ensure daily delivery of professionalaccurate andtimelycustomer service.

• Help manage workflow scheduling and staffing coverage to support all campuses buildings and operational areas.

• Train mentor and support Help Desk and Technology Support Technicians to promote growth consistency and skill development.

• Proactively engage campus and building staff to strengthen customer relationships and address concerns or service trends.

• Apply project management and service management principles to improve operational efficiency and service quality.

Report/Processes/Communication

• Maintain and update technical documentation procedures and support resources.

• Prepare and deliver daily weekly and monthly productivity and performance reports for Help Desk and Technology Support teams.

• Analyze customer feedback service trends and support metrics and communicate findings to internal departments and district leadership.

• Serve as a point of coordination between support teams and other technology divisions.

• Performadditionalduties as assigned by the Director of Technology Support.

Policy Reports and Law

• Maintain confidentiality.

• Maintainexpertisewith technical skills and certifications aligned with job responsibilities.

• Maintain excellent working relationships and communicate effectively with allDistrict personnelandthe community.

• Develop andmaintainsystems for retrieval of information in support of all programs; compilemaintain file and secure all physical and computerized reports records and other required documents.

• Pursue Professional Development activities for self and ensure that Professional Development activities are aligned with District goals and initiatives and current professional research.

• Comply withall policies operating procedures legal requirements and verbal and written directives.

• Comply withthe Professional Code of Ethics and Standard Practices forTexasEducators.

• Follow District safety protocols and emergency procedures.

• Perform other related duties as assigned.

QUALIFICATIONS:

Education/Certification:

• Associates degree

• Bachelors degreein Information Technology(IT) or related field(preferred)

• CompTIA A certification (required).

Experience:

• 35 years of professional experience in the technology field

• Previousexperience as a Help Desk Manager Team Lead or similar supervisory role

SPECIAL KNOWLEGDGE/SKILLS/ABILITIES:

• Background in computer support and technical troubleshooting.

• Strong customer service skills via phone electronic communication and in-person support.

• Advanced technical and diagnostic troubleshooting abilities.

• Proven abilitytoproblem-solve organize document and manage time effectively.

• Strong attention to detail and commitment totimelyandaccuratedocumentation.

• Excellent oral and written communication skills.

• Ability to guide and support staff and end users with a wide range of technical skill levels.

• Ability to work with systems networks and other groups in Technology to effectively communicate changes and technical problems to get them resolved promptly.

• Ability to exercise sound judgment in making critical decisions.

• Knowledgeof andthe ability to interpret and apply related district policies procedures principles and practices.

• Knowledge of and ability to interpret and apply related federal state and local laws ordinances rules and regulations.

• Knowledge of the principles methods and tools for evaluating project needs and implementation timelines.

• Ability toestablishand maintain effective working relationships.

• Ability to negotiate and resolve conflict.

SUPERVISORY RESPONSIBILITES:

• Staff Assigned

MENTAL/PHYSICAL DEMANDS AND ENVIRONMENTAL FACTORS:

Tools/Equipment Used:

• Standard office equipment including personal computer and peripherals

Posture:

• Prolonged sitting;frequent standing; kneeling/squattingoccasional bending/stooping pushing/pulling and twisting

Motion:

• Frequent walking;repetitive hand motions frequentkeyboardingand use of mouse; occasional reaching

Lifting:

• May require regular heavy lifting up to 30 pounds

Environment:

• Work to be completed on-site from assigned school or building

Regular exposure to noise and computer monitors

• No remote work

• Frequent districtwide travel

Mental Demands:

• Work with frequent interruptions;maintainemotional control under stress;work prolonged or irregular hours

INTENT AND ACKNOWLEDGEMENT:

This description is intended toindicatethe kinds of tasks and levels of work difficulty required of positionsgiventhis title and shall not be construed as declaring what the specific duties and responsibilities of anyparticular positionshall is not intended to limitor any waymodifythe right of any supervisor to assigndirectand control the work of employees under use of a particular expression or illustration describing duties shall not be held to exclude other duties not mentioned that are of similar kind or level of difficulty.

Required Experience:

Manager