Technology Support Manager - IT Customer Service & Support
License and Certification Qualifications: Valid Georgia driver's license required. Industry standard certifications related to desktop/laptop (OS, HW, SW) and user administration within a Microsoft Active Directory environment preferred.
Education Qualifications: High school diploma or equivalent required. Bachelor's degree in related field preferred.
Experience Qualifications: Five years experience in a computer related management/support field required.
Skills Qualifications: Ability to lead and direct support personnel and prioritize technology support resources in a K-12 environment; ability to communicate and interact with internal staff and end users in a K-12 environment; ability to issue and follow oral and written instructions; ability to research technical related issues and provide guidance related to technology related issues; and ability to work closely with schools and school district personnel to provide excellent customer service and support.
Primary Responsibilities: Manage and support Technology Support Technicians and the delivery of high quality technology support and customer service for the Department of Customer Service and Support.
1. Provide management support to site based or school based Technology Support Technicians for the Department of Customer Service and Support.
a. Ensure technology services are delivered to assigned area of responsibility in a professional and timely manner using division approved reporting environments and analytics.
b. Monitor and manage the daily activities of the Technology Support Technicians.
c. Collaborate with other Information Management Division departments to ensure recourses are made available if site or school based technician is absent or work is backlogged.
d. Maintain familiarity with various hardware and software applications available to users.
e. Assist in providing on-site technical assistance and individual training/knowledge transfer to technicians.
f. Initiate problem escalation after effectively performing level one technology repair and work in a collaborative manner with division personnel (level 2 & 3) or authorized vendors.
g. Maintain district technical standards.
h. Drive the delivery of high quality, well-received, effective, and efficient service and support.
i. Monitor technician effectiveness utilizing customer feedback and reporting services.
j. Monitor and report the leave of technicians.
k. Perform bi-annual evaluations of technician performance.
l. Ensure service level standards are met and benchmarks are established for continuous improvement.
m. Assist in the development of improved methods to ensure that customers and the division are educated, up-to-date, and informed of changes or enhancements of applications and technology related equipment.
2. Maintain a positive working relationship with all departments within the division and the divisional strategic technology and integration partner.
a. Assist and participate in periodic training and in-service meetings for technicians.
b. Participate in information sessions and training about innovations in technology.
c. Adhere to district policies, procedures, and guidelines.
d. Develop continuous improvement plans based on trends and help desk metrics analysis in order to meet and/or exceed service levels.
3. Perform other duties as assigned.