Technical Service Manager

Job Description

Job Description

Purpose Statement

The Technical Service Manager provides leadership, strategic direction, and operational oversight for the Infrastructure Division within the District's Information Technology Department. This position coordinates staff, programs, projects, vendors, and resources responsible for the design, implementation, security, monitoring, maintenance, and lifecycle management of the District's enterprise technology infrastructure. Areas of responsibility include wired and wireless networks, internet and fiber connectivity, data center operations, servers, storage, virtualization, cloud services, identity and access services, telecommunications, backup and disaster recovery, monitoring, and related infrastructure platforms. The position ensures that infrastructure services are reliable, secure, scalable, cost-effective, and aligned with District policies, established standards, and educational and operational goals.

Essential Functions

• Leads, supervises, mentors, and evaluates assigned Infrastructure Division personnel to ensure individual and team performance expectations are met.

• Establishes Infrastructure Division priorities, technical standards, operating procedures, service expectations, and documentation requirements in alignment with Information Technology Department and District goals.

• Develops and maintains short- and long-range infrastructure strategies, architecture standards, lifecycle replacement plans, and technology roadmaps.

• Plans, implements, and oversees the District's wired and wireless networks, internet connectivity, fiber infrastructure, routing and switching, firewalls, virtual private networks, load balancing, and related network services.

• Oversees enterprise servers, storage, virtualization platforms, data center operations, cloud infrastructure, directory services, identity and access systems, DNS, DHCP, certificate services, and related platforms.

• Monitors infrastructure availability, performance, capacity, configuration, and security to identify trends, prevent service interruptions, and ensure resources are used effectively.

• Provides advanced technical direction and escalation support during service disruptions, major incidents, and complex infrastructure problems; coordinates restoration of services and post-incident review activities.

• Coordinates patching, configuration management, vulnerability remediation, access controls, infrastructure hardening, and security improvements in collaboration with cybersecurity and security compliance officer.

• Develops, maintains, and tests backup, disaster recovery, and technology continuity procedures to support timely restoration of critical systems, applications, and data.

• Maintains accurate infrastructure inventories, network diagrams, system documentation, configuration records, operating procedures, warranties, licensing information, and other required records.

• Leads infrastructure projects from planning through implementation and operational transition, including scope, schedule, resources, risk, communication, testing, and project documentation.

• Identifies operational and program needs and recommends equipment, software, services, staffing, and process improvements that increase reliability, security, efficiency, and effectiveness.

• Develops, monitors, and administers assigned budgets, expenditures, purchase requests, and financial activity to ensure responsible stewardship and compliance with District fiscal practices.

• Manages relationships with vendors, service providers, contractors, and consultants, including technical evaluation, implementation, licensing, warranties, repairs, service levels, contract performance, and issue resolution.

• Collaborates with District leadership, school administrators, Information Technology teams, departments, and external partners to plan and maintain infrastructure services that support instructional and operational needs.

• Presents infrastructure plans, budgets, forecasts, risks, project updates, service impacts, and technical recommendations to stakeholders in a clear and understandable manner.

• Researches infrastructure technologies, industry practices, cybersecurity requirements, educational technology trends, and service-delivery models to develop recommendations and support informed decision-making.

• Ensures infrastructure operations and records comply with applicable laws, regulations, District policies, internal controls, established standards, and security requirements.

• Participates in meetings, workshops, professional development, training, and emergency response activities to maintain current knowledge and effectively perform assigned responsibilities.

• Responds to after-hours incidents, planned maintenance, and operational emergencies as needed to maintain or restore critical District technology services.

Other Functions

• Performs hands-on technical work and assists with infrastructure installation, configuration, maintenance, troubleshooting, and repair when needed to support service continuity and project completion.

• Performs other related duties as assigned for the purpose of ensuring the efficient and effective operation of the Infrastructure Division and Information Technology Department.

Job Requirements: Minimum Qualifications Knowledge, Skills and Abilities

KNOWLEDGE: Comprehensive knowledge of enterprise technology infrastructure, including LAN/WAN and wireless networking; TCP/IP; routing and switching; firewalls and network security; fiber and internet connectivity; server and operating systems; storage; virtualization; cloud services; directory services; identity and access management; DNS; DHCP; backup and disaster recovery; monitoring and management tools; telecommunications; infrastructure lifecycle planning; change and incident management; project management; budgeting; vendor management; technical documentation; District policies and procedures; and applicable data privacy, security, and regulatory requirements.

SKILLS: Skills are required to lead technical personnel, manage multiple complex projects, analyze and resolve infrastructure issues, develop standards and procedures, prepare and manage budgets, evaluate technology solutions, negotiate and manage vendor services, maintain accurate records, communicate technical information to technical and non-technical audiences, facilitate collaboration, resolve conflict, and use office productivity and job-related software applications.

ABILITY: Ability is required to establish priorities; organize a significant number of activities, projects, meetings, and events; exercise sound independent judgment; analyze complex technical and operational information; develop practical action plans; respond effectively during service interruptions; adapt to changing technologies and work priorities; build collaborative relationships with diverse individuals and groups; communicate clearly; maintain confidentiality; work with frequent interruptions; and balance daily operations with long-term strategic responsibilities.

Responsibility

Responsibilities include working under limited supervision while exercising substantial independent judgment; directing assigned personnel; coordinating infrastructure programs, projects, contracts, and services; monitoring budgets and expenditures; and using resources from other work units to accomplish District objectives. Decisions and recommendations made by this position may significantly affect the availability, security, continuity, cost, and quality of District technology services.

Work Environment

The usual and customary methods of performing the job's functions require occasional lifting, carrying, pushing, and/or pulling; some climbing and balancing; some stooping, kneeling, crouching, and/or crawling; and significant fine-finger dexterity. The position may require work in offices, schools, data centers, network closets, and other technology equipment environments. Generally, the job requires approximately 50% sitting, 25% walking, and 25% standing. The position may require travel between District locations and work outside normal business hours during maintenance, emergencies, or service interruptions.

Experience and Education

Experience

Job-related experience in enterprise information technology infrastructure with progressively increasing levels of responsibility is required. Experience leading technical personnel, managing complex projects, and supporting a large, distributed environment is preferred.

Education

Bachelor's degree in Information Technology, Computer Science, Information Systems, Network Engineering, Cybersecurity, or a closely related field, or an equivalent combination of education, industry-recognized certifications, and progressively responsible professional experience in information technology, infrastructure management, or a related field.