Allentown School District

End User Support Manager. Bachelor’s degree in Computer Science or related field, or comparable experience managing information technology end-user support staff and systems.. Team Management: Track and maintain technology desktop support specialist attendance, hours worked, punctuality, workloads, assignment locations, and provide staff evaluations mid-year and annually.. Phone Systems Support: Provide end-user support for phone system usage, extension assignments, and troubleshooting support.. All other duties, tasks, and responsibilities as assigned by the Technology Network / Infrastructure Manager or Director of Technology.

user support manager

End User Support Manager Starting Salary: $52,177-$73,047 Qualifications <ul><li>Bachelor’s degree in Computer Science or related field, or comparable experience managing information technology end-user support staff and systems.</li><li>Minimum 3 years of experience in technology field supporting and managing end-user support staff and systems.</li><li>Excellent communication skills.</li><li>Satisfactory work record & criminal/child abuse clearances (Acts 34, 114, and 151).</li><li>Command knowledge of the operation, configuration, and maintenance of end-user technology such as windows, iOS, Google and other on-premise or cloud based operating systems</li><li>Three years of experience in managing helpdesk ticketing systems such as ServiceNow or other enterprise ticketing system.</li><li>Demonstrated experience with inventory management systems tracking IT related equipment.</li><li>Minimum of 3 years of experience in supporting end-users with network connectivity, Microsoft applications (Word, Excel, PowerPoint), telephony issues, wireless connectivity, and accessing cloud-based resources.</li><li>Minimum of 3 years of managing and supporting IT service desk operations and staff</li><li>Minimum of 3 years of experience with desktop IT hardware system device repairs.</li><li>Experience with vendor collaboration and managing shipping and receiving of large IT related equipment orders and facilitating inventory.</li><li>Minimum of 3 years of experience with managing end-user LDAP accounts, software installation and licensing, and facilitating device repairs.</li><li>Such alternatives to the above qualifications as the Board may find appropriate and acceptable. </li></ul>Summary To serve as the supervisor of a team of technology desktop support specialists by daily IT support services, managing technology device inventory, address and resolve end-user technical support request, and maintain a culture of continuous improvement. Essential Duties And Responsibilities <ul><li>Team Leadership: Lead, mentor, and inspire a team of building level technology desktop support specialists. Provide guidance, coaching, and suggest development opportunities to enhance the team's performance.</li><li>Team Management: Track and maintain technology desktop support specialist attendance, hours worked, punctuality, workloads, assignment locations, and provide staff evaluations mid-year and annually.</li><li>Manage Helpdesk Ticketing System: provide system configuration and daily management of the helpdesk ticketing system for responding to, assigning, tracking, and closing help request to assigned to appropriate technical staff.</li><li>Device Inventory Management: Develop and maintain a system of device inventory management by school building location, device type / model, serial number, person device is assigned to, date of purchase, warranty coverage term, and working condition.</li><li>Service Desk Operations: Oversee the day-to-day operations of the IT helpdesk, ensuring that end-user requests are handled efficiently, with a focus on resolution time and user satisfaction.</li><li>Process Improvement: Identify and implement process improvements, best practices, and automation to enhance the efficiency and effectiveness of technological support operations.</li><li>Device Incident and Problem Management: Manage and resolve technology device incidents such as facilitating device repairs; tracking reports of lost and theft, and device issues or problems while maintaining a proactive approach to prevent recurring issues.</li><li>Vendor Communication: Collaborate with external technology vendors and partners to ensure the timely delivery of services and adherence to service level agreements when required.</li><li>End-User Training: Recommend training programs to enhance end-user knowledge and skills, promoting self-service capabilities and reducing support ticket volume.</li><li>User Satisfaction: Continuously measure and improve end-user satisfaction through surveys, feedback mechanisms, and effective communication.</li><li>Device Parts Management: Manage the technology device parts needed for facilitating device repairs ensuring optimal resource allocation and cost control.</li><li>Phone Systems Support: Provide end-user support for phone system usage, extension assignments, and troubleshooting support.</li><li>All other duties, tasks, and responsibilities as assigned by the Technology Network / Infrastructure Manager or Director of Technology.</li></ul>

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