Assistant Manager, IT Support and Customer Experience

Howard County Public School System; United States; On-site; USD 90,000 - 120,000; Full time

Job summary

The Howard County Public School System seeks an Assistant Manager for Technology Field Services to lead on-site IT support across schools and administrative offices. You will supervise technicians, coordinate field service delivery, and drive process improvements to ensure reliable technology for teaching and district operations.

Requirements include five years in technical support, ITSM experience, and strong leadership with a focus on customer service and safety.

Qualifications

• High school diploma or equivalent required.
• Five years of diagnosing, repairing, and/or supporting desktop computers, laptops, Chromebooks, and related technology equipment.
• Experience using an IT service management (ITSM) or work order system.
• Experience supporting, configuring, maintaining, or troubleshooting audiovisual systems, classroom instructional tech, and related devices.
• Experience coordinating or prioritizing multiple technical support requests in a high-volume environment.
• Experience delivering customer service in a technical support environment.

Responsibilities

• Supervise and provide daily leadership to IT Support Technicians.
• Assign daily work, establish priorities, and coordinate field service activities.
• Review workloads and balance assignments to ensure timely service delivery.
• Monitor productivity, quality, and adherence to performance expectations.
• Coach, mentor, and develop staff for technical skills and customer service.
• Participate in recruitment, hiring, and onboarding of new employees.
• Coordinate district-wide technology deployments and field service projects.
• Develop and maintain standard operating procedures for best practices.

Skills

Leadership

Customer service

Technical troubleshooting

Project planning

Experience with IT field services

Education

High school diploma or equivalent

Tools

ITSM system

Job description

ABOUT US

The Howard County Public School System (HCPSS) is one of the leading school systems in Maryland and the nation. To learn more about us and our 2024 -2029 Strategic Plan, please visit our website and our careers page. Join our award-winning workforce and make a difference in the lives of our students!

ABOUT THE APPLICATION PROCESS

Before you begin, please read the job posting below carefully including the Application Requirements specific to this position. Be sure your application reflects experience and education required to meet the minimum and any preferred qualifications listed. Our application guide includes detailed instructions to assist you. Once your application has been submitted, you will not be able to add documentation or make any changes. Please note that application submission will be available only through 11:59 PM on the date prior to the indicated end date. If no end date is indicated, the posting will remain open indefinitely. Job Posting End Date: 10-06-2026 Reminder: Current permanent and temporary employees must apply through the Jobs Hub in Workday, not the external career site.

DESCRIPTION

Under the direction of the Manager of IT Support and Customer Experience, the Assistant Manager provides operational leadership for the Technology Field Services Department, overseeing the delivery of on-site technical support services across the school system. This hands‑on leadership role directs the daily work of IT Support Technicians responsible for supporting technology in schools and administrative offices, including computers, mobile devices, printers, peripherals, instructional technology, audio‑visual systems, software deployment, and related technology services. The Assistant Manager coordinates district‑wide field support operations, workforce scheduling, equipment and parts management, and service delivery while serving as a primary liaison among schools, district offices, vendors, contractors, and internal technology teams. Through effective leadership, operational oversight, technical expertise, and continuous process improvement, this position ensures technology services are delivered efficiently, consistently, and professionally while maintaining high standards for customer experience, asset accountability, safety, and operational excellence. This position fosters a customer‑focused culture by promoting responsive service, proactive communication, standardized support practices, and continuous improvement to ensure reliable technology services that enable teaching, learning, and district operations.

MINIMUM QUALIFICATIONS

• Education: High school diploma or equivalent.
• Experience: Five (5) years of diagnosing, repairing, and/or supporting desktop computers, laptops, Chromebooks, and related technology equipment including the below:
• Experience using an IT service management (ITSM) or work order system.
• Experience supporting, configuring, maintaining, or troubleshooting one or more of the following technologies: audiovisual systems, classroom instructional technology, presentation systems, auditorium sound systems, digital signage, or video production equipment.
• Experience coordinating or prioritizing multiple technical support requests within a high‑volume support environment.
• Experience delivering customer service in a technical support environment.

PREFERRED QUALIFICATIONS

• Experience leading technical projects, coordinating work assignments, or providing technical guidance to others.
• Experience supporting technology within a multi‑site K–12 educational organization.
• Experience overseeing vendor and contractor relationships.
• Experience supervising, training, or mentoring technical support staff.
• Experience supporting enterprise networking technologies, including TCP/IP, wireless connectivity, and network‑connected devices.
• Experience interpreting technical documentation, manufacturer service manuals, or engineering specifications.
• Experience serving as the lead or primary coordinator for a technology deployment, implementation, or operational project.
• Experience coordinating multiple technology projects, service requests, or operational priorities simultaneously.
• Industry certifications such as CompTIA A+, Network+, Microsoft, Dell, Lenovo, Apple, Google Workspace, ITIL Foundation, or project management certifications.

ESSENTIAL POSITION RESPONSIBILITIES

• Supervise and provide daily leadership to IT Support Technicians.
• Assign daily work, establish priorities, and coordinate field service activities.
• Review technician workloads and balance assignments to ensure timely and equitable service delivery.
• Monitor employee productivity, work quality, and adherence to departmental performance expectations.
• Coach, mentor, and develop staff to improve technical skills, customer service, and professional growth.
• Assist with employee evaluations, disciplinary actions, and performance improvement efforts.
• Participate in recruitment, interviewing, hiring recommendations, and onboarding of new employees.
• Monitor attendance, approve leave requests, and maintain appropriate staffing levels.
• Assist with operational planning, resource allocation, and departmental projects.
• Assist in developing departmental goals, procedures, and service standards.
• Recommend process improvements to enhance service delivery and customer satisfaction.
• Coordinate district‑wide technology deployments and field service projects.
• Coordinate with schools, district offices, vendors, contractors, and internal technology teams to support technology initiatives and operational needs.
• Assist in managing equipment, inventory, and operational resources.
• Develop and maintain standard operating procedures for best practices and procedures.

ESSENTIAL KNOWLEDGE, SKILLS, AND ABILITIES

• Knowledge Safety Regulations & Standards: In-depth understanding of workplace safety compliance, environmental health standards, and regional regulations, including Maryland Occupational Safety and Health (MOSH).
• Warranty & Vendor Management: Technical knowledge of warranty claim processes, service‑level agreements, and coordinating third‑party vendor repairs and maintenance.
• Inventory & Asset Management: Strong grasp of inventory tracking systems, asset lifecycle management, auditing procedures, and stock optimization.
• Skills Leadership & Team Development: Skilled in mentoring staff, delegating responsibilities, fostering team collaboration, and driving individual and collective performance.
• Customer Service Excellence: Exceptional service delivery with a strong focus on client satisfaction, query resolution, and maintaining long‑term client relationships.
• Technical Troubleshooting: Hands‑on experience diagnosing, isolating, and resolving mechanical, electrical, or system‑level issues efficiently.
• Critical Thinking & Problem Solving: Analytical approach to evaluating complex operational challenges and delivering effective, root‑cause solutions.
• Project Planning & Organization: Expertise in defining project scope, establishing milestones, allocating resources, and executing workflows smoothly.
• Conflict Resolution & Decision Making: Sound judgment in de‑escalating team or client disputes and making prompt, data‑informed operational decisions under pressure. Bottlenecks, streamlining procedures, and implementing lean workplace strategies.
• Professional Communication: Clear, effective verbal and written communication across all organization levels, vendor networks, and customer touchpoints.
• Abilities Physical Capabilities: Physical stamina and strength required to navigate job sites, climb ladders, maneuver in tight spaces, and safely lift or shift heavy loads of 50 lbs. or more.
• Time Management & Prioritization: Ability to multitask, manage competing deadlines, and maintain high standards of precision in high‑volume settings.
• Adaptability & Change Management: Resilience and flexibility when navigating shifting priorities, dynamic workplace environments, or new operational processes.
• Accountability & Integrity: Proven commitment to ethical conduct, operational transparency, and taking full ownership of project outcomes and safety protocols.
• Continuous Process Improvement: Proficiency in identifying operational

ADDITIONAL REQUIREMENTS

• Licensure: Possession of a Maryland Class C driver’s license and satisfactory driving record. Prior to any employment offer, the selected candidate will need to provide a copy of their license and consent to a review of their driving record. For positions requiring a CDL, a query of your record will also be run in the Federal Drug & Alcohol Clearinghouse.

APPLICATION REQUIREMENTS

Complete applications must be submitted, and once your application has been submitted, you will not be able to add documentation or make any changes. Incomplete applications will not be considered. Resumes will not be accepted in lieu of a completed application.

Supplemental Application Questions

Describe a large‑scale technology or infrastructure project you led, managed, or assisted from inception to completion. In your response, describe the primary objectives of the project. How did you plan, coordinate, and lead resources and stakeholders to completion, and what quantitative or qualitative metrics measured its ultimate success?

SELECTION CRITERIA

Applicants who meet the minimum qualifications will be included in further evaluation. Interviews will be limited to those applicants who, in addition to meeting the basic requirements, have experience and education which most closely match the position qualifications and the needs of the school system. Applicants may be required to complete a skills assessment prior to or during the interview process.

EMPLOYMENT INFORMATION

Compensation This is a 12-month per year position in the Howard County Association of Supervisors and Administrators-Administrators, Non-Certificated Supervisors (HCASA-NCS) employee unit. The current salary range for this position is in the Grade II lane on the Non-Certificated Supervisors salary scale. Actual placement will be in accordance with the salary procedures of the Howard County Public School System and the HCASA-NCS Master Agreement which considers relevant prior experience. Under the Fair Labor Standards Act, this position is exempt from overtime.

Retirement Membership in the Maryland State Retirement Agency (MSRA) pension plan is a mandatory condition of employment for all employees who meet the eligibility and membership criteria defined in the State Personnel and Pensions Article and the Code of Maryland Regulations (COMAR). A qualifying employee cannot reject membership, nor can an ineligible employee elect membership. The annual contribution to the pension plan will be 7% of an employee’s annual salary.

Benefits

HCPSS offers a comprehensive benefits package for eligible employees. Information about additional benefits such as paid time off can be found in the negotiated agreement for employees in this bargaining unit.

EQUAL OPPORTUNITY EMPLOYER

HCPSS celebrates diversity and is committed to creating an inclusive environment for all employees and applicants and prohibits discrimination, harassment, and retaliation of any kind. HCPSS is committed to the principle of equal employment opportunity for all employees in providing them with a work environment free of discrimination and harassment.

All employment decisions at HCPSS are based on organizational needs, job requirements and individual qualifications, without regard to race, color, religion or belief, national, social or ethnic origin, sex (including pregnancy), age, physical, mental or sensory disability, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, veteran status or present military service, family medical history or genetic information, family or parental status, or any other characteristic protected by federal, state or local laws.