End-User Support Manager

Allentown School District; Allentown (Lehigh County); On-site; USD 54,000 - 75,000; Full time

Job summary

Allentown School District is seeking an End User Support Manager to lead a team of desktop support specialists at the Administration Center in Allentown, PA. The role focuses on daily IT end-user support, device inventory, and proactive problem resolution.

The position requires a Bachelor’s in CS or related field or equivalent management experience, with 3+ years in IT support, strong OS knowledge, and experience with ServiceNow or similar ticketing systems.

Qualifications

• Bachelor's degree or comparable experience managing IT end-user support staff and systems.
• 3+ years of experience in technology, supporting and managing end-user staff and systems.
• Clearances (Acts 34, 114, and 151) are required.
• Strong knowledge of Windows, iOS, Google Workspace, and related operating systems.

Responsibilities

• Lead a team of technology desktop support specialists and provide guidance for development.
• Oversee attendance, workload, locations, and evaluations of staff.
• Manage daily helpdesk operations including ticketing system and issue resolution.
• Maintain device inventory by school building, type, serial, and status.
• Ensure efficient service desk operations with focus on resolution time and user satisfaction.
• Identify process improvements and drive automation in support operations.
• Coordinate with vendors for timely service delivery and SLAs.
• Promote end-user training and self-service to reduce ticket volume.
• Collaborate on device repairs, incident tracking, and inventory control.

Skills

Windows OS

iOS

Google Workspace

LDAP administration

Desktop hardware repair

Vendor coordination

Education

Bachelor's degree in Computer Science or related field

Tools

ServiceNow

Job description

• Location:
  Administration Center - Allentown, PA

End User Support Manager
Starting Salary: $53,742 -$75,238

Qualifications:

• Bachelor's degree in Computer Science or related field, or comparable experience managing information technology end-user support staff and systems.
• Minimum 3 years of experience in technology field supporting and managing end-user support staff and systems.
• Satisfactory work record & criminal/child abuse clearances (Acts 34, 114, and 151).
• 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
• Three years of experience in managing helpdesk ticketing systems such as ServiceNow or other enterprise ticketing system.
• Demonstrated experience with inventory management systems tracking IT related equipment.
• 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.
• Minimum of 3 years of managing and supporting IT service desk operations and staff
• Minimum of 3 years of experience with desktop IT hardware system device repairs.
• Experience with vendor collaboration and managing shipping and receiving of large IT related equipment orders and facilitating inventory.
• Minimum of 3 years of experience with managing end-user LDAP accounts, software installation and licensing, and facilitating device repairs.
• Such alternatives to the above qualifications as the Board may find appropriate and acceptable.

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:

• 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.
• Team Management: Track and maintain technology desktop support specialist attendance, hours worked, punctuality, workloads, assignment locations, and provide staff evaluations mid-year and annually.
• 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.
• 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.
• 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.
• Process Improvement: Identify and implement process improvements, best practices, and automation to enhance the efficiency and effectiveness of technological support operations.
• 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.
• Vendor Communication: Collaborate with external technology vendors and partners to ensure the timely delivery of services and adherence to service level agreements when required.
• End-User Training: Recommend training programs to enhance end-user knowledge and skills, promoting self-service capabilities and reducing support ticket volume.
• User Satisfaction: Continuously measure and improve end-user satisfaction through surveys, feedback mechanisms, and effective communication.
• Device Parts Management: Manage the technology device parts needed for facilitating device repairs ensuring optimal resource allocation and cost control.
• 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.