Technology Support Manager

Under the general direction of the Chief Information Officer (CIO), the Technology Support Manager plans, organizes, and directs the operations of the Technology Support team. This position is responsible for providing high-level technical leadership and administrative oversight for all end-user support services, including the maintenance and deployment of computer related hardware, peripherals, and software applications. The Manager ensures efficient service delivery for the District and contract-supported LEA sites, overseeing staff performance, resource allocation, and technical standard compliance. Provides direct supervision and evaluation for the Technology Support Supervisor, Technology Support Technicians (I & II), and the Auditorium Technician., * Plans, directs, and coordinates the schedules and daily activities of the Technology Support staff to ensure timely and effective resolution of hardware and software issues across the District and contract-supported LEA sites.

• Oversees the District's help desk operations and ticketing system and related integrations, establishing service level agreements (SLAs) and monitoring metrics to improve processes, responsiveness, resolution, and user satisfaction.
• Manages the deployment, maintenance, and lifecycle replacement of all computers, peripherals, software applications, and classroom technology.
• Co-develops and implements best practices (ITIL) for ITSM / ITOM and standard operating procedures (SOPs).
• Provides technical guidance and/or administrative support for staff and escalated support issues.
• Coordinates the recruitment, selection, and orientation of new Technology Support staff.
• Reviews and approves timesheets, mileage claims, and leave requests for direct reports.
• Ensures compliance with District policies, data security protocols, and licensing agreements.
• Coordinates training for staff and end-users on new technologies, security best practices, and software updates.
• Assists the CIO in budget development by forecasting technology needs and evaluating vendor products and services.
• Prepares reports and documentation regarding ITSM / ITOM performance, asset inventory status, and project progress.
• Collaborate with the Infrastructure and Enterprise & Education Systems teams for planning, implementing, and coordinating tasks and resources for projects.
• Maintains current knowledge of emerging technologies and industry trends to recommend improvements for the Technology department and the District.
• Coordinates and executes staff performance evaluations.
• Adheres to and promotes the Technology department and District mission, vision, and values.
• Participates as a member of the Technology department management team to provide leadership, strategic planning, IT governance, business continuity, and other related management areas.
• Performs other related duties as assigned., * Computer hardware, peripherals, networking, operating systems (Windows, Apple, and Chrome), and general office and educational software applications.
• IT Service Management (ITSM) best practices, ITIL frameworks, project management, and SOP's.
• Ticketing systems, workflow automation, and performance metrics (SLA's).
• Deployment, maintenance, auditing, and retirement of hardware, software, and classroom technologies.
• Principles of hiring, supervising, training, and evaluating technical staff.
• Education data privacy laws (FERPA, CIPA), software licensing compliance, and basic security protocols.
• Public sector budgeting basics, vendor evaluation, and business continuity planning.
• Infrastructure and enterprise and education systems to facilitate team collaboration.

Ability to:

• Lead, motivate, and evaluate a diverse technical team across multiple locations.
• Collaborate with other teams to share resources and achieve common goals.
• Analyze complex technical problems and trends and implement effective, scalable solutions.
• Communicate technical information clearly to non-technical staff and stakeholders.
• Manage multiple projects simultaneously while meeting strict deadlines.
• Foster positive working relationships with District staff, contract-supported LEA's, and external vendors.
• Work independently with minimal supervision and exercise sound professional judgment.

Eight (8) years of increasingly responsible experience in information technology support, including at least three (3) years in a supervisory / management capacity. Experience in an educational environment is highly preferred.

A bachelor's degree in information or educational technology, business administration or a closely related field, or an equivalent combination of education and experience that demonstrates the ability to perform the position's duties.

License and Certificates

• Possession of a valid California driver's license.
• Relevant industry certifications (e.g., CompTIA A+, Network+, ITIL, or Microsoft/Google certifications) are highly desirable.

Physical Requirements:

• Prolonged periods of sitting at a desk and working on a computer.
• Must be able to lift 15 pounds at times.
• Must maintain valid Ca. driver license

Pulled from the full job description

• Health insurance
• Retirement plan
• Paid time off
• Vision insurance
• Dental insurance
• Life insurance
• Employee assistance program, * Dental insurance
• Employee assistance program
• Health insurance
• Life insurance
• Paid time off
• Retirement plan
• Vision insurance