Technology Support Manager

Position Type:
Technology/Lead Operator

Date Posted:
7/29/2026

Location:
Central Office
Job Title: Technology Support Manager Wage/Hour Status: Exempt

Reports to: Director of Information Security Pay Grade: Tech 3 Days: 226

Dept./School: Technology Department Date Revised: 07/28/2026

Primary Purpose:

The Technology Support Manager provides operational leadership and technical guidance for the district's end-user support team. This is a hands-on "player-coach" role the manager works side-by-side with technicians on campus, leading by example, troubleshooting complex hardware and software issues, and jumping in during high-demand periods.

In addition to field support, this position is responsible for structuring and optimizing the ticket management system, establishing service standards and performance metrics, leading technology deployment projects, and coordinating external vendors to ensure seamless technology operations for classrooms and campus staff.

Qualifications:

Key Responsibilities

Hands-On Field Leadership & Side-by-Side Support

• Active Support Leadership: Work directly alongside Computer Support Technicians on school campuses to resolve complex technical issues, perform hardware installs, and manage large-scale device rollouts.
• On-the-Ground Mentorship: Model exceptional customer service and technical troubleshooting techniques for technicians in real-time, specifically within active classroom environments.
• Technical Escalations: Serve as the primary escalation point for unresolved or high-impact technical issues, including major classroom display failures, network drop issues, or district-wide laptop updates.
• Peak Volume Support: Actively join technicians in field support during peak periods, such as back-to-school setup, staff onboarding, and standardized testing windows.

Service Desk Standards, Ticket Structure & Metrics

• Ticket Architecture & Workflow: Design, implement, and maintain the district's help desk ticketing system, ensuring proper ticket categorization, escalation paths, and priority tagging (maintaining teacher/classroom technology as the top priority).
• Service Level Agreements (SLAs): Establish clear SLAs for ticket response and resolution times across all campus user groups (teachers, administrative staff, operations).
• Metrics & Reporting: Define, track, and report on key performance metrics (e.g., first-contact resolution, average response time, ticket volume trends, customer satisfaction scores) to identify recurring issues and training opportunities.
• Quality Assurance: Standardize technical support workflows, building documentation, KB (knowledge base) articles, and checklists for technicians to ensure consistent quality across all campuses.

Project Management & Vendor Coordination

• Project Leadership: Plan, execute, and manage campus technology projects (e.g., district-wide interactive display refreshes, laptop deployments, or infrastructure upgrades) on time and within budget.
• Vendor Management: Serve as the main point of contact for external hardware, software, and cabling vendors. Coordinate vendor schedules, scope of work, warranty repairs, and site visits to minimize disruption to school activities.
• Asset & Procurement Oversight: Coordinate with vendor representatives for quotes, equipment ordering, and warranty replacements for classroom panels, laptops, and peripheral hardware.

Team Management & Administrative Leadership

• Supervision & Development: Recruit, hire, train, and evaluate Computer Support Technicians. Conduct regular 1-on-1 meetings, performance reviews, and skill-building sessions.
• Resource & Campus Scheduling: Manage team schedules, campus assignments, and shift coverage to guarantee adequate support across all district buildings during operating hours.
• Inventory & Asset Management: Oversee the accuracy of the district's hardware and software inventory system, ensuring proper tracking of serial numbers, warranties, and device lifecycles.

Qualifications & Skills

• Education: Bachelor's degree in Information Technology, Computer Science, or a related field preferred (or equivalent combination of certifications and direct hands-on experience).

Experience:

• Minimum 5 years of hands-on IT support experience in a large environment.
• Minimum 2 3 years in a lead technician, team lead, or supervisory role.

Technical & Managerial Skills:

• Deep technical expertise in managing a successful team.
• Proven experience prioritizing tickets for the team.
• Demonstrated ability to manage multi-site projects and direct third-party vendors.

Supervisory Responsibilities:

None

Equipment used:

Computer

Working Conditions:

Mental Demands/Physical Demands/Environmental Factors:

Maintain emotional control under stress.


Sit for extended periods of time.

Moderate standing, stooping, bending, and lifting.

Reach, bend, stoop, crawl, climb, and lift more than fifty (50) pounds.

Stand/walk for extended periods of time.

Must be able to move quickly about campus on even or uneven surfaces.

Note: This document describes the general purpose and responsibilities assigned to this job and is not an exhaustive list of all responsibilities and duties that may be assigned or skills that may be required.