End-User Support Manager

End User Support Manager

Starting Salary : $52,177-$73,047

Qualifications :

• Bachelor’s degree in Computer Science or related field, or comparable experience managing information technology end-user support staff and systems.
• Minimum 3 years of experience in technology field supporting and managing end-user support staff and systems.
• Excellent communication skills.
• Satisfactory work record & criminal / child abuse clearances (Acts 34, 114, and 151).
• Command knowledge of the operation, configuration, and maintenance of end-user technology such as windows, iOS, Google and other on-premise or cloud based operating systems
• Three years of experience in managing helpdesk ticketing systems such as ServiceNow or other enterprise ticketing system.
• Demonstrated experience with inventory management systems tracking IT related equipment.
• Minimum of 3 years of experience in supporting end-users with network connectivity, Microsoft applications (Word, Excel, PowerPoint), telephony issues, wireless connectivity, and accessing cloud-based resources.
• Minimum of 3 years of managing and supporting IT service desk operations and staff
• Minimum of 3 years of experience with desktop IT hardware system device repairs.
• Experience with vendor collaboration and managing shipping and receiving of large IT related equipment orders and facilitating inventory.
• Minimum of 3 years of experience with managing end-user LDAP accounts, software installation and licensing, and facilitating device repairs.
• Such alternatives to the above qualifications as the Board may find appropriate and acceptable.

Summary :

To serve as the supervisor of a team of technology desktop support specialists by daily IT support services, managing technology device inventory, address and resolve end-user technical support request, and maintain a culture of continuous improvement.

Essential Duties and Responsibilities :

• Team Leadership : Lead, mentor, and inspire a team of building level technology desktop support specialists. Provide guidance, coaching, and suggest development opportunities to enhance the team's performance.
• Team Management : Track and maintain technology desktop support specialist attendance, hours worked, punctuality, workloads, assignment locations, and provide staff evaluations mid-year and annually.
• Manage Helpdesk Ticketing System : provide system configuration and daily management of the helpdesk ticketing system for responding to, assigning, tracking, and closing help request to assigned to appropriate technical staff.
• Device Inventory Management : Develop and maintain a system of device inventory management by school building location, device type / model, serial number, person device is assigned to, date of purchase, warranty coverage term, and working condition.
• Service Desk Operations : Oversee the day-to-day operations of the IT helpdesk, ensuring that end-user requests are handled efficiently, with a focus on resolution time and user satisfaction.
• Process Improvement : Identify and implement process improvements, best practices, and automation to enhance the efficiency and effectiveness of technological support operations.
• Device Incident and Problem Management : Manage and resolve technology device incidents such as facilitating device repairs;

tracking reports of lost and theft, and device issues or problems while maintaining a proactive approach to prevent recurring issues.

• Vendor Communication : Collaborate with external technology vendors and partners to ensure the timely delivery of services and adherence to service level agreements when required.
• End-User Training : Recommend training programs to enhance end-user knowledge and skills, promoting self-service capabilities and reducing support ticket volume.
• User Satisfaction : Continuously measure and improve end-user satisfaction through surveys, feedback mechanisms, and effective communication.
• Device Parts Management : Manage the technology device parts needed for facilitating device repairs ensuring optimal resource allocation and cost control.
• Phone Systems Support : Provide end-user support for phone system usage, extension assignments, and troubleshooting support.
• All other duties, tasks, and responsibilities as assigned by the Technology Network / Infrastructure Manager or Director of Technology.
30+ days ago