Manager of IT Support Services

REPORTS TO: Executive Director of Technology SUPERVISES: Computer Technician Level I Computer Technician Level II QUALIFICATIONS: Minimum of five years of progressively responsible experience in IT support, systems administration, network operations, or a related field, including experience leading staff or coordinating technology support services. Demonstrated ability to manage help desk operations, prioritize service requests, coordinate escalations, and improve service delivery. Strong working knowledge of endpoint management, device deployment, troubleshooting, identity and access management, and cloud-based services. Working knowledge of wired and wireless networking, servers, storage, telecommunications, backup systems, and disaster recovery sufficient to troubleshoot issues and provide infrastructure backup coverage. Demonstrated knowledge of Google Workspace and Microsoft 365 administration, including user accounts, licensing, application access, security policies, and ChromeOS device management through the Google Admin console. Knowledge of cybersecurity best practices, incident response, and protection of confidential information. Strong communication, organizational, project coordination, and customer service skills, including the ability to explain technical issues to nontechnical users. Bachelor's degree in Information Technology, Computer Science, or a related field preferred; technical certifications, associate degrees, and/or equivalent professional experience will be considered in lieu of a four-year degree. Industry certifications such as CompTIA A+, Network+, Security+, Microsoft certifications, or CCNA preferred. Experience in a K-12 public school environment strongly preferred. RESPONSIBILITIES: Oversee the day-to-day operations of district IT support services, ensuring timely, effective resolution of service requests across all district buildings. Establish and maintain service standards, ticket workflows, prioritization criteria, escalation procedures, and communication practices in consultation with the Executive Director of Technology. Monitor ticket backlogs, response and resolution times, recurring issues, and user feedback; implement improvements and provide monthly operational updates to the Executive Director of Technology. Coordinate staff assignments, building coverage, schedules, and workload distribution to meet district support needs. Supervise and evaluate assigned staff; provide guidance, training, and professional development, and assist with staffing and performance management. Promote a collaborative, accountable, customer-service-oriented team environment and ensure consistent follow-through on assigned work. Serve as an escalation resource for complex technical issues, providing hands-on troubleshooting and coordinating assistance from district staff, vendors, and service providers. Coordinate device deployment, configuration, maintenance, repair, replacement, and retirement, including district hardware refresh cycles. Oversee endpoint management practices, software deployment, approved configurations, updates, and asset inventory accuracy in coordination with assigned staff. Administer and support the district's Google Workspace and ChromeOS environments through the Google Admin console, including user accounts, organizational units, device management, application access, and security settings, in accordance with district policies and technology standards. Administer and support the district's Microsoft 365 environment, including user accounts, licensing, application access, security settings, and troubleshooting, in accordance with district policies and technology standards. Maintain support procedures, technical documentation, knowledge resources, and cross-training to reduce reliance on individual staff members and ensure continuity of service. Coordinate with building administrators, instructional technology staff, and department leaders to identify support needs, communicate service changes, and resolve operational concerns. Plan and coordinate support-related technology projects, including device refreshes, software rollouts, and system implementations; manage assigned timelines, resources, stakeholder communication, and expenditures. Maintain current working knowledge of the district's network architecture, critical systems, dependencies, configurations, and recovery procedures through regular participation in infrastructure operations and cross-training. Serve as the Executive Director of Technology's designated backup for infrastructure-related operational responsibilities, including coordinating the Network Manager, assigned staff, and vendors during absences or critical incidents, within delegated authority. Assist the Executive Director of Technology and Network Manager with the planning, implementation, maintenance, and troubleshooting of wired and wireless networks, servers, storage, cloud services, and telecommunications. Monitor or review infrastructure alerts and system health as assigned; coordinate escalations and corrective actions to support system availability, performance, and security. Support backup verification, restoration testing, disaster recovery exercises, and business continuity planning; maintain the ability to carry out documented recovery procedures for essential services. Lead or support response to critical technology incidents as assigned, including after-hours incidents; coordinate service restoration, stakeholder updates, and documentation of corrective actions. Support the implementation and monitoring of cybersecurity measures, including endpoint protection, access controls, patching, and secure configurations, in coordination with the Executive Director of Technology and Network Manager. Assist in maintaining compliance with applicable technology, data privacy, procurement, and records requirements, including appropriate protection of confidential information. Coordinate vendors, repair providers, service contracts, warranty support, and escalations related to support services and assigned infrastructure responsibilities. Assist in developing the technology budget and procurement plans for support operations, device lifecycle needs, and assigned infrastructure projects; obtain quotes and evaluate products and services in accordance with district policies and applicable state purchasing laws. Assist with E-Rate planning, applications, vendor and consultant coordination, procurement documentation, record retention, and audit readiness as assigned by the Executive Director of Technology. Participate in District Technology Committees and other district meetings as assigned; provide operational input and follow through on assigned actions. Coordinate technology support for after-school and evening events and serve as backup to the primary event support technician as needed. Plan, coordinate, and perform maintenance, upgrades, and implementations outside normal working hours when necessary to reduce disruption to teaching, learning, and district operations. Perform other duties as assigned by the Superintendent or the Superintendent's designee. WORKING CONDITIONS: Ability to perform the physical demands of the position, including lifting and carrying heavy equipment, bending, kneeling, and climbing ladders as needed. Ability to work in varied environments, including server rooms, network closets, and office/classroom settings. Occasional evening and weekend work required to support district events, maintenance, and project implementations. Availability to respond to after-hours emergencies and critical system issues as needed. Ability to travel between district buildings as required. CONTRACT TERMS OF EMPLOYMENT: Twelve months. Salary: In accordance with the established salary guide currently ranging from $80,000 - $95,000 Benefits: Full time employees are eligible for medical, prescription and dental benefits. Sick, personal and vacation day allotments are included. Please complete application at: www.applitrack.com/msdk12/onlineapp The Morris School District offers a competitive salary and benefits package. We are an equal opportunity employer/AA