Customer Support Manager

User Support ManagerOswego Community Unit School District 308 is currently recruiting exceptional candidates for the position of User Support Manager. Qualified candidates will have an Associate's degree in a related field; 4-5 years of experience as a Help Desk team lead and strong communication, organizational, interpersonal and multi-tasking skills for a fast-paced environment. The recommended candidate for this position will receive a regionally competitive starting salary (range $66K - 70K) depending on background and experience. A comprehensive benefits package, vacation & sick days, and 75% district-paid medical (including 100% reimbursement for non-emergency care at Rush affiliated providers on our PPO & HCA plans) and dental insurance.Location: Douglas RoadDivision / Department: TechnologyReports To: Director of TechnologyLevel / Grade: Non-Bargaining/Mgr/Supv/CoordPosition Type: Full TimeHours / Work Year: 40 hour per week / 12 monthsMission StatementTogether, we empower, support, and motivate all students to thrive along their unique educational journey.About the DistrictOswego Community Unit School District 308 is the Pre-Kindergarten to 12th grade unit school district that serves the communities of Oswego, Aurora, Joliet, Montgomery, Plainfield and Yorkville. The District is the 7th largest public school district in Illinois and serves more than 18,000 students. The community of Oswego, IL is 68 square miles and located approximately 46 miles west of Chicago, IL within an easy commute to all the recreational and cultural activities the city has to offer.General DescriptionThe User Support Manager is responsible for leading the district's technical support operations, ensuring high-quality service delivery, and managing the technology support staff to maintain optimal learning and administrative environments.Supervise 7 building technicians and 1 Asset Controller for inventory and asset tracking.Lead and manage ticket completion rates and customer satisfaction ratings for work performed using the iiQ ticketing system.Direct and coordinate resources to address escalated technology incidents and ensure timely resolution.Coordinate resources when escalated tickets and outages need to be addressedOversee and direct the daily operations of the district help deskTrack incidents to conclusion in line with service level agreements (SLA) and quality standards of the Help Desk.Ensure that the Technology Specialists actively participate in improving the usability and reliability of the Technology Department's ticketing system.Perform yearly reviews as needed per union contract guidelines.Reports and monitors all district technology service outages.Works with the Asset Controller to develop new processes and strategies regarding asset control to address recurring issues in the User Support department.Work with the Asset Controller to investigate new technology and how to implement it throughout the district.Review and help create internal technology department documentation.Provide building coverage as needed when Technology Specialists are absent.Other duties as assigned.Performance ResponsibilitiesEstablished team lead skills and experience.Knowledge around ITIL best practices.Onsite/depot level computer support program oversight experience.Established ability to understand and utilize a wide range of technologies and software applications.Demonstrated abilities in interpersonal, organizational, and communication skills.Knowledge associated with Windows Active Directory environments.Knowledge associated with basic SCCM end-user device support.Knowledge of computer hardware and software.Willingness to work in a variety of locations/buildings.Have reliable transportation to travel between locations in the district.QualificationsRelated associate's degree, and 4-5 years Help Desk team lead experience.CompTIA A+ certification preferred, will be required within one year of contract/employment.ITIL Foundations preferred.One or more hardware support certifications preferred with Acer, Asus, Dell, or similar will be required within one year of contract/employment.Physical DemandsAbility to lift forty (40) pounds.The information contained in this job description is in compliance with the Americans with Disabilities Act and is not an exhaustive list of the duties performed for this position. Additional duties performed by the individual holding this position may be assigned.FLSA Status: ExemptSalary Schedule: Compensation ScalesBargaining Unit: Non-Bargaining / Mgr/Supv/CoordApproved Date: 8/19/2026