Technology Support Manager - Area Coordinator - IT Customer Service & Support

Gwinnett County Public Schools Suwanee , GA 30024

Posted 2 months ago

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 of experience in a computer related management or support field required.

In lieu of five years of experience, one year of experience with a bachelor's degree in a related field required. Supervisory experience preferred.

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; ability to issue and follow oral and written instructions; ability to research technical related issues and provide guidance related to technology related issues; ability to work closely with schools and school district personnel to provide excellent customer service and support; effective problem-solving skills; flexibility and adaptability to change; ability to work well under deadlines; and ability to represent Gwinnett County Public Schools in a positive and professional manner.

Primary Responsibilities:
Manage, train, and support Technology Support Technicians through the delivery of high-quality customer service in the Department of Enterprise Support Services.

1.Provide management support to Technology Support Technicians (TST).

a. Ensure technology services are delivered to each location in a professional and timely manner using division approved tools and reporting analytics.

b. Monitor and manage the daily activities of the Technology Support Technicians.

c. Collaborate with other Information Management and Technology teams to ensure support is available if a site technician is absent or work is backlogged.

d. Initiate problem escalation after effectively performing level one technology support in a collaborative manner with district level 2 and 3 support staff or authorized vendors.

e. Monitor technician effectiveness utilizing customer feedback and reporting services.

f. Perform bi-annual evaluations of technician performance.

g. Assist with screening of Technology Support Technician candidates.

h. Adhere to district policies, procedures, and guidelines.

2.Provide staff development, mentoring, and support for Technology Support Technicians.

a. Develop and deliver professional learning opportunities to technicians that support district goals and initiatives.

b. Assist with the planning and implementation of in-services and training.

c. Assist in providing on-site technical assistance, individual training, and knowledge transfer to technicians.

d. Provide support via phone, e-mail, and/or school visits in response to areas of need or concern.

e. Mentor new or veteran Technology Support Technicians to meet professional goals identified by local school administration and/or district leadership.

f. Provide assistance and support to Technology Support Technicians for online testing.

3.Provide professional and timely communication to various parties to ensure effective customer service.

a. Interpret district and TST program goals and objectives to various audiences.

b. Assist with communication to Technology Support Technicians.

c. Maintain a positive working relationship with all departments, schools, and with strategic vendor partners.

4.Provide continuous quality improvement for departmental processes and plans.

a. Assist with the development and implementation of continuous improvement plans based help desk metrics and trends to meet and/or exceed service levels.

b. Ensure service level standards are met and benchmarks are established for continuous improvement.

c. Assist in updating district Standard Operating Procedures (SOPs).

d. Assist in the development of improved methods to ensure that all stakeholders are informed of changes or enhancements to applications or technology-related equipment.

e. Complete tasks with high quality under defined deadlines.

f. Manage projects through strong organization, detailed plans, and balancing of multiple priorities.

5.Demonstrate personal content knowledge and professional growth.

a. Engage in continual learning to deepen content knowledge of various hardware and software applications available to users.

b. Develop and improve knowledge through professional development, conferences, workshops, publications, and networking with colleagues.

c. Evaluate and reflect on professional practice to improve and strengthen the ability to model and facilitate high quality customer service and leadership.

6.Perform other duties as assigned.

Physical Demands:

While performing the duties of this job, the employee is frequently required to sit for extended periods of time. The employee is also required to talk, hear, stand, and walk.

The employee will be required to use hands to touch, handle, feel, and/or reach. The employee is occasionally required to stoop, kneel, climb, crouch, or use/stand on a 6 - 8 ft. ladder. The employee must occasionally lift and/or move up to 50 pounds.

Specific vision abilities required by this job include close vision, distance vision, color vision, depth perception, and ability to adjust focus. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.



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Technology Support Manager - Area Coordinator - IT Customer Service & Support

Gwinnett County Public Schools