Manager - Technology Support Services (2025-2026)

Manager

The Technology Support Services Manager provides leadership and operational oversight for the district's 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 position is responsible for staff development, workflow management, reporting, and continuous improvement of support services in alignment with district goals and cybersecurity standards.

The essential functions, pursuant to the Americans with Disabilities Act, may include the characteristic duties and responsibilities noted herein, however, this list represents examples 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, and participate in cross-functional work groups.
• Maintain a commitment to the District mission; model District expectations through personal leadership and actively support the efforts of others to achieve District goals.

Major Responsibilities and Duties

Support Services Management

• 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 to maintain consistent, efficient, and timely resolution.
• Establish, enforce, and model clear customer service standards and expectations.
• Ensure daily delivery of professional, accurate, and timely customer 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.
• Perform additional duties as assigned by the Director of Technology Support.

Policy, Reports, and Law

• Maintain confidentiality.
• Maintain expertise with technical skills and certifications aligned with job responsibilities.
• Maintain excellent working relationships and communicate effectively with all District personnel and the community.
• Develop and maintain systems for retrieval of information in support of all programs; compile, maintain, 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 with all policies, operating procedures, legal requirements, and verbal and written directives.
• Comply with the Professional Code of Ethics and Standard Practices for Texas Educators.
• Follow District safety protocols and emergency procedures.
• Perform other related duties as assigned.

Qualifications:

Education/Certification:

• Associates degree
• Bachelor's degree in Information Technology (IT) or related field (preferred)
• CompTIA A+ certification (required).

Experience:

• 35 years of professional experience in the technology field
• Previous experience as a Help Desk Manager, Team Lead, or similar supervisory role

Special Knowledge/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 ability to problem-solve, organize, document, and manage time effectively.
• Strong attention to detail and commitment to timely and accurate documentation.
• 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.
• Knowledge of and the 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 to establish and maintain effective working relationships.
• Ability to negotiate and resolve conflict.

Supervisory Responsibilities:

• 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/squatting, occasional bending/stooping, pushing/pulling, and twisting

Motion:

• Frequent walking; repetitive hand motions, frequent keyboarding and 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; maintain emotional control under stress; work prolonged or irregular hours

Intent and Acknowledgement:

This description is intended to indicate the kinds of tasks and levels of work difficulty required of positions given this title and shall not be construed as declaring what the specific duties and responsibilities of any particular position shall be. It is not intended to limit, or any way modify the right of any supervisor to assign, direct and control the work of employees under supervision. The 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.