Service Desk & Device Manager

Needham Public Schools is an inclusive, dynamic, and multicultural community seeking an energetic and skilled Service Desk & Device Manager to join our team. To enhance our goals of supporting every child, Needham Public Schools seeks candidates with diverse backgrounds and experiences.

Under the direction of the Director of Instructional Technology (IT) Services, this position oversees and manages the service desk and team of technicians; coordinates the deployment, configuration, installation, maintenance, and repair/replacement of IT devices; and maintains district inventories.

The essential functions and duties listed below are intended as an illustration of the various types of work that may be performed. The omission of specific statements of duties does not exclude them from the position if work is similar, related or a logical assignment to the position.

Configures, updates and manages device management systems for macOS, iOS, ChromeOS, Windows, and AV.
Oversees and manages the help-desk ticketing system to ensure the timely completion of help-desk events and provide performance analytics.
Oversees the deployment, configuration, installation, maintenance, and repair of IT equipment, including computers, mobile devices, peripherals, printers, and AV equipment.
Coordinates external vendor support.
Maintains and updates inventories of IT devices and supplies.
Manages the deployment of consumable IT supplies.
Surpluses old equipment, in collaboration with the Business Office.
Initiates, manages, and completes projects related to IT support and operations, in collaboration with the Assistant Director of IT Services. The project management scope includes budget and timeline management, communication, pre-implementation user orientation, implementation, training, risk management, customizations.
Participates in budget development and the procurement of IT devices, software, and supplies, in cooperation with the Director of IT Services.
Collaborates with other IT staff in the area of network/infrastructure, applications/digital systems, and project management.
Collaborates with other IT managers on security measures to restrict unauthorized access and inappropriate use of digital systems and data.
Provides client-facing support; maintains and repairs devices and building-related technology; and AV setup/support.
Develops documentation and procedures.
Maintains a flexible daily schedule for off-hours planned network and systems maintenance.
Provides mandatory, off-hours emergency support for critical service interruptions and/or system failures.
Supervises, evaluates, and directs the work of the IT and AV technicians.
Provides mentoring and training to technicians and operational support staff.
Performs all other duties, as assigned.

Education and Experience:

Bachelor's degree in computer science, or related field. Four years of similar and relevant experience may be substituted for the educational requirement.
Three years of prior experience managing the provision of technical support, and/or help desk services.
Experience as a team leader.
Supervisory experience preferred.

Abilities & Knowledge:

Advanced computer troubleshooting, analysis, critical thinking, and problem-solving skills.
Demonstrated strong knowledge and management of macOS, iOS, ChromeOS, and Windows operating systems. Apple (IT) and Microsoft Certifications are preferred.
Certifications in Mobile Device Management systems such as JAMF, Moysle, and Filewave.
Ability to multitask in critical situations.
Ability to stay up-to-date technically and apply new knowledge to the job. Includes adapting to and mastering new applications and processes implemented by the department.
Ability to follow policy and procedures.
Ability to engage in effective communication, collaboration, and teamwork with individuals from diverse backgrounds, cultures, and perspectives, while demonstrating respect for their differences.
Ability to work independently and as part of a team
Customer service-oriented mindset
Must be able to lift 50 lbs of weight and climb an 8 ft ladder.

Supervision Received:

Works independently, reporting to the Director of Information Technology Services.

Supervision Exercised:

Supervises eight (8) Information Technology and Audio-Visual Technicians.

Job Environment:

Works in office environment and occasional offsite locations. Travels between buildings.

Physical Requirements:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is frequently required to work at a desk; travel to different locations to work with staff, vendors, and the public; and traverse stairs. The employee must be able to lift 50 lbs. of weight and climb an 8 ft ladder.

Ability to operate a keyboard at efficient speed and to view computer screens for extended periods of time. Operates motor vehicle and walk short distances. Ability to operate standard office equipment.

(This job description does not constitute an employment agreement between the employer and employee and is subject to change by the employer as the needs of the employer and requirements of the job change.)

Work Year:
This position has a work year of 260 days, at 8 hours per day.

Salary Information:
FLSA: Exempt
Proposed Salary Scale: Independent Contract, Grade K: $110,107 - $125,896 (FY24 @ 8.0 Hours/Day)

The Needham Public Schools does not discriminate on the basis of race, color, sex, sexual orientation, gender identity, religion, disability, age, active military/veteran status, ancestry, genetic information, or national or ethnic origin in the administration of its educational policies, employment policies, and other administered programs and activities. In addition, students who are homeless or of limited English-speaking ability are protected from discrimination in accessing the course of study and other opportunities available through the schools.

Needham Public Schools has a strong commitment to equity. Candidates who also have a strong commitment to this work are encouraged to apply. For more information on our equity work please visit our equity website http://www.needham.k12.ma.us/equity .